Example use case for Now Assist Skill Kit
Summarize
Summary of Example use case for Now Assist Skill Kit
The Now Assist Skill Kit enables AI developers to create custom AI-driven skills within ServiceNow. This example demonstrates how to create a custom skill for summarizing child incidents related to a parent incident. The skill helps organize and understand multiple related incidents by providing a concise summary of key issues, impacts, patterns, and anomalies across child incidents.
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Create and Configure the Skill
To create the skill, navigate to All > Now Assist Skill Kit > Home and select Create new skill. Fill in the form with details such as:
- Skill name: Child incident summarization
- Description: Summarization of child incidents
- Default provider: Now LLM Generic
- API: Now LLM Generic
After creation, configure the skill settings by selecting the model (e.g., llmgeneric) and setting the temperature (e.g., 0.2) to control output randomness and creativity.
Develop the Prompt
The prompt guides the AI to act as a customer service representative summarizing child incidents. It includes placeholders to input the parent incident’s short description and description, along with child incident details. Example prompt elements include:
- Parent incident short description:
{{incident.shortdescription}} - Parent incident description:
{{incident.description}} - Child incident details:
{{ChildIncidents.output}}
Inputs for the skill should be selected (e.g., the incident record), and the prompt inputs inserted accordingly. Select tools such as the Flow Action and the IncidentDetailsFetcher flow resource to fetch relevant incident data.
Configure Skill Deployment Options
Adjust deployment settings to control where the skill appears in Now Assist Admin. Enable UI access by selecting the UI Action checkbox under Deployment Settings, allowing admins to enable the skill from the Core UI.
Test, Publish, and Activate the Skill
- Test: Run tests by selecting an incident record and reviewing the AI’s responses and the grounded prompt data to verify correct input usage.
- Finalize and Publish: Once tests are satisfactory, finalize the prompt and publish the skill for use.
- Activate: An admin must activate the published skill in Now Assist Admin to make it available for end users.
This process ensures your custom skill is accurate, effective, and integrated within your ServiceNow environment to help summarize and manage related incidents efficiently.
As an AI developer, you can create custom skills with Now Assist Skill Kit. For this example, create a custom skill for child incident summarization.
As an AI developer, you must create a skill for child incident summarization. Creating this skill can help you organize and understand multiple incidents that are related to the same parent.
Create and configure the skill
- Navigate to .
- Select Create new skill.
- On the form, fill in the fields. The following information is used to fill in the form for this example:
- Skill name: Child incident summarization
- Description: Summarization of child incidents
- Default provider: Now LLM Generic
- Provider API: Now LLM Generic
- Select Create skill.
- Select Configurations.
- Select the model that you want to use. For this example, you can select llm_generic.
- Select a temperature between 0-1 to determine the randomness and creativity of the output, such as 0.2.
Develop the prompt
After you create the skill and configure the settings, you must develop the prompt. To follow this example, you can use the following prompt:
You are a customer service representative. Summarize the child incidents of the below given parent incident. The summary should contain key issues and impact across the child incidents, highlighting any patterns, recurring problems, or significant outliers. When summarizing, please consider the following: Parent incident short description: {{incident.short_description}} Parent incident description: {{incident.description}} Here are the child incident details: {{ChildIncidents.output}}
Select the Inputs for the skill. For this example, the record is selected as the input.
Select insert inputs for the prompt.
For this example, the following is used:
Parent incident short description: {{incident.short_description}} Parent incident description: {{incident.description}} Here are the child incident details: {{ChildIncidents.output}}
Select the tools for the skill. For this example, select Flow Action and the IncidentDetailsFetcher flow resource.
Configure the skill deployment options
- Select the Skill settings tab.
- Select Deployment Settings.
- Enable the admin to enable the skill from the Core UI by selecting the UI Action check box.
- Select Save.
Test and publish the skill
- Select Run tests.
- Choose a record or incident.
- Select Run test.
Look at the response.
To see the data that was brought into the prompt from your skill inputs and tools, you can look at the grounded prompt tab.
If everything looks good, select Finalize prompt. After you finalize the prompt and you are ready to implement it, select Publish.
Activate the skill
After you test, finalize, and publish your skill, an admin must activate it in Now Assist Admin. To learn more about activating skills, see Activate a skill.