---
sourceDocument: Zurich Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/intelligent-experiences

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Skills in the Platform workflow

# Generative AI skills in the Platform workflow {#ariaid-title1}

Release version: Zurich  
Updated July 31, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Most generative AI products include skills in the Platform workflow, such as product navigation. Some products include skills for the conversational user and platform experience, and knowledge article
recommendations.

## Auto activation of generative AI platform skills {#now-assist-on-now-platform__section_uy1_s3f_fhc}

Starting with the Zurich Patch 4 release, some generative AI platform skills will be active by default. This is applicable for commercial and regulated market customers.  
* New users: When you install the plugins, the related generative AI skills will be turned on automatically.
* Existing users: When you upgrade the plugins, any unused skill will turn on.
  1. If you have installed the plugins but never configured, activated or changed roles for a skill, any skill with 'Default On' status will be enabled individually, after the upgrade.
  2. If you have modified any role for a skill, turned it off and then back on, that skill will stay turned off after the upgrade; maintaining your last known selection.
  {#now-assist-on-now-platform__ul_jhl_djn_nhc}
{#now-assist-on-now-platform__ol_wpn_53n_nhc}

Some skills, such as the Group Action Framework (GAF) skills, support Platform functionality and may require specific configuration.
* **[Article optimization](https://www.servicenow.com/docs/NVU10zn2naLs0ij610karg)**   
  Article optimization skill in ServiceNow AI Platform provides recommendations for improving the quality and health of knowledge articles, providing actionable feedback to authors and managers. The recommendations for knowledge articles is set to available after you activate the Article Optimization skills in AI Admin Hub.
* **[Catalog item form slot-fill](https://www.servicenow.com/docs/b9e3NSI_mRN0h65ilXsSqg)**   
  With the catalog item form slot-fill skill, generative AI can automatically complete catalog item forms based on what users search for.
* **[Conversational Help](https://www.servicenow.com/docs/AgfY~82642VyvdoknL925g)**   
  This skill uses Generative AI application capabilities to provide answers to the questions on the ServiceNow Otto panel.
* **[Extract information from documents](https://www.servicenow.com/docs/vmomeYU6mYD6kOa6vQZh0Q)**   
  The extract information from documents skill allows you to use ServiceNow Otto predictions to extract information from document and image files.
* **[Knowledge content recommendation](https://www.servicenow.com/docs/ULOAICel223SeZr0laPD~w)**   
  Knowledge generative AI skills on the ServiceNow AI Platform provides recommendations for editing a knowledge article. Once activated, this skill is available on the ServiceNow Otto context menu.
* **[Potential knowledge gaps](https://www.servicenow.com/docs/aQLJaFKd2N0r41Vkis4GwQ)**   
  The Potential Knowledge Gap helps in finding missing or incomplete knowledge coverage by analyzing service interactions. Gap recommendations is set to available after you activate the Knowledge Gaps skills in AI Admin Hub.
* **[Navigation](https://www.servicenow.com/docs/0cL6TNapgQsJzRxJZbSDiw)**   
  Use the navigation skill in to take you where you want to go on the ServiceNow AI Platform.
* **[ServiceNow Otto in Standard Ticket Page](https://www.servicenow.com/docs/mW4OA3nBCN9JZxwvgd2Ifg)**   
  The ServiceNow Otto in Standard Ticket Page skill allows you to display summaries generated by ServiceNow Otto, providing overviews of recent activities and ticket details.
* **[Requester Approval Checklist](https://www.servicenow.com/docs/hzN~Fgi7GgROH37ETec5Yg)**   
  The Requester Approval Checklist skill in the ServiceNow AI Platform® generates a structured checklist by mapping real-time request data against your organization's knowledge articles.
* **[Smart Documents](https://www.servicenow.com/docs/JSG9LZGmhzCLKvJEAxaa7g)**   
  Accelerate document insights with instant summaries, interactive Q\&A, and FAQs using ServiceNow Otto in Document Management.
* **[Q\&A Genius Results](https://www.servicenow.com/docs/fbLLLUidZ4o0uKjC6gIgmw)**   
  The Q\&A Genius Results skill enables users to get answers to their questions from knowledge articles, external sources, and uploaded files directly in the ServiceNow Otto panel.