Skill inputs for Now Assist for Telecommunications, Media and Technology (TMT)

Release version: Zurich

Updated July 31, 2025

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Summary of Skill Inputs for Now Assist for Telecommunications, Media and Technology (TMT)

Now Assist for TMT allows ServiceNow customers to configure inputs for various AI-driven skills that automate summarization and note generation across telecommunications, media, and technology domains. Inputs define the data sources such as tables and fields that fuel skill functionalities like service problem case summaries, customer service summaries, risk signal analysis, test summarization, and knowledge article generation.

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Domain separation ensures data segmentation and access control at both skill and configuration levels, enabling secure, independent management of skill settings within organizational domains. Security is further reinforced through access control lists (ACLs) and user identity management.

Key Features

Risk Signal and Issues Summarization Skill: Uses inputs from risk signal, risk solution, and risk occurrence tables to generate risk-related summaries.
Customer Service Summary Skill: Summarizes customer service issues using the Service Problem Case table and supports customization of graph questionnaires and prompts.
Service Problem Case Summarization Skill: Generates summaries from the Service Problem Case table and related diagnostic and resolution task fields. Note that input data sources cannot be modified in this release.
Resolution Notes Generation Skill: Creates resolution notes based on fields in the Service Problem Case table, with fixed input sources.
Test Summarization Skill: Summarizes test results using data from Test Run and Test Measure tables.
Knowledge Article Generation Skill: Drafts knowledge articles from case data, relying on predefined inputs.
Account Onboarding Case Summarization Skill: Supports multiple stages of onboarding with inputs from Account Onboarding Case and related lifecycle task tables.
Engagement, Touchpoint, Customer Play, Internal Play, and Success Initiative Summarization Skills: Each leverages specific tables and fields to generate summaries relevant to their respective domains, such as Engagement, Meeting Details, Customer Play, Internal Play, and Success Initiative tables.

Key Outcomes

Enables tailored AI skill configurations using specific data sources to generate accurate and relevant summaries and notes.
Supports secure and domain-separated management of skill configurations, ensuring appropriate data visibility and administrative control.
Provides out-of-the-box input configurations aligned with TMT use cases, streamlining implementation without requiring modification of core data sources in the current release.
Facilitates improved operational efficiency by automating complex summarization tasks across service problem management, customer engagement, testing, and knowledge management.

Use inputs for each skill to configure how and when a skill is used.

Overview of Now Assist for TMT

Depending on the selected skill, you can configure inputs. These settings determine how a skill is used. An input identifies the data that is used for a skill, such as the table and fields that are used to generate a service problem case summary, resolution notes summary, customer service summary, and test summary.

Domain separation allows users to separate data, processes, and administrative tasks into logical groupings known as domains. Domain separation enables users to independently manage skill configurations, data visibility, and other settings within each domain. Domain separation is possible at the skill level and at the individual configuration level.

Domain separation is possible at the skill level and at the individual configuration level.

Enable security for Now Assist skills and flows through access control lists (ACLs) and user identities. For more information, see Configure ACLs for AI agents and agentic workflows.

To understand more about the ServiceNow domain separation, see Exploring domain separation.

Risk signal and issues summarization skill

The risk signal and issues summarization skill includes the inputs that identify the table and fields that are used when a risk signal and issues summary is generated.

Table 1. Inputs for the risk signal and issues summarization skill
Input	Description
Input table	Risk signal and issues
Input fields	Account Name Priority Description Short description State Source record Category Name Probability

Table 2. Related input for risk signal and issues summarization skill
Input	Description
Input table	Risk solution
Input fields	Source record Source table impacted_record impacted_table

Table 3. Related input for risk signal and issues summarization skill
Input	Description
Input table	Risk occurrence
Input fields	Start date End date Threshold Gap Current value Notes

Customer service summary skill

The customer service summary skill helps user to get information on the customer service issues from their knowledge graph. You can configure the input in the following customer service summarization stages:

General details
Graph questionnaire
To add or modify the queries, see Configure the graph questionnaire Now Assist for Telecommunications, Media and Technology (TMT).
Customize prompt
To customize the prompt, see Customize a skill in Now Assist for TMT.
Define access
Select display
Review and activate

Table 4. Inputs for the customer service summary skill
Input	Description
Input table	Service Problem Case [sn_sprb_mgmt.admin]

Service problem case summarization skill

The service problem case summarization skill includes the inputs that identify the table and fields that are used when a service problem case summary is generated. You can configure the input in the following service problem case summarization stages:

General details
View input
Customize prompt
Define availability
Select display
Review and activate

In this release, you can't modify a skill's input data source. The data source contains the tables and fields that the skill relies on.

Table 5. Inputs for the service problem case summarization skill
Input	Description
Input table	Service Problem Case [sn_sprb_mgmt_case]
Input fields	Description Short description Work notes Additional comments Diagnostic Task Fields: Description Short description Work notes state sys id Resolution Task Fields: Description Short description Work notes state
Input templates	Verify Diagnose Repair Test & Resolve Close

Resolution notes generation skill

The resolution notes generation skill includes the inputs that identify the table and fields that are used when the resolution notes are generated for a service problem case.

In this release, you can't modify a skill's input data source. The data source contains the tables and fields that the skill relies on.

Table 6. Inputs for the resolution notes generation skill
Input	Description
Input table	Service Problem Case [sn_sprb_mgmt_case]
Input fields	Description Short description Work notes Additional comments

Test summarization skill

The test summarization skill includes the inputs that identify the table and fields that are used when a test summary is generated.

The following table lists the inputs that you can configure for the test summarization skill.

Table 7. Inputs for test summarization skill
Input	Description
Input table	Test Run [sn_st_mgmt_test]
Input field	Name

Table 8. Related input for test summarization skill
Input	Description
Input table	Test Measure [sn_st_mgmt_test_measure]
Input field	Metric name Metric description Value Rule violation

Knowledge article generation skill

The knowledge article generation skill includes the inputs that identify the table and fields that are used when the knowledge article draft is generated for a case.

In this release, you can't modify a skill's input data source. The data source contains the tables and fields that the skill relies on.

The following table lists the inputs for the knowledge article generation skill.

Table 9. Related inputs for the knowledge article generation skill
Input	Description
Input table	Case [sn_customerservice_case]
Input fields	Short description Description Resolution notes Work notes Comments

Account onboarding case summarization skill

The account onboarding case summarization skill includes the inputs that identify the table and fields that are used when an account onboarding summary is generated. You can configure the input in the following account onboarding case stages:

Form details
Data capture
Development
Training
Testing

Table 10. Inputs for the account onboarding case summarization skill
Input	Description
Input table	Account Onboarding Case [sn_acct_lc_onb_case]
Input fields	Service Exchange integration Short description Description Go live date Days remaining Work notes Additional comments
Stage - Data Capture

Table 11. Related input for account onboarding skill
Input	Description
Input table	Account Lifecycle Import Task [?]
Input field	State Days remaining Published records Work notes Additional comments Target table Total records updated

Table 12. Related input for account onboarding skill
Input	Description
Input table	Account Lifecycle Task [?]
Input field	Short description State Days remaining Type Work notes Additional comments

Table 13. Related input for account onboarding skill
Input	Description
Input table	Account Lifecycle Import Task [?]
Input field	State Days remaining Published records Work notes Additional comments Target table Total records updated

Engagement summarization skill

The engagement summarization skill includes the inputs that identify the table and fields that are used when an engagement summary is generated.

Table 14. Inputs for the engagement summarization skill
Input	Description
Input table	Engagement [sn_acct_lc_engagement]
Input fields	State Stage Renewal date Initial go-live date Perceived health

Table 15. Related input for engagement summarization skill
Input	Description
Input table	Risk and issue
Input fields	State Due date Probability

Table 16. Related input for engagement summarization skill
Input	Description
Input table	Internal play
Input fields	Due date Progress

Table 17. Related input for engagement summarization skill
Input	Description
Input table	Success case
Input fields	Due date Progress

Table 18. Related input for engagement summarization skill
Input	Description
Input table	Success initiative
Input fields	Due date Progress

Table 19. Related input for engagement summarization skill
Input	Description
Input table	Success outcome
Input fields	Progress Base value Current value Target value

Touchpoint summarization skill

The touchpoint summarization skill includes the inputs that identify the table and fields that are used when a touchpoint summary is generated.

Table 20. Inputs for the touchpoint summarization skill
Input	Description
Input table	Engagement [sn_acct_lc_touchpoint]
Input fields	Squad Progress

Table 21. Related input for touchpoint summarization skill
Input	Description
Input table	Meeting details
Input fields	Conference details Meeting type Meeting start time Meeting end time Customer notes Meeting notes State

Customer play summarization skill

The customer play summarization skill includes the inputs that identify the table and fields that are used when a customer play summary is generated.

Table 22. Inputs for the customer play summarization skill
Input	Description
Input table	Customer play
Input fields	Engagement Account Progress Days remaining Squad Contact Short description Description Product

Table 23. Related input for customer play summarization skill
Input	Description
Input table	Success task
Input fields	State Short description Description Due date

Table 24. Related input for customer play summarization skill
Input	Description
Input table	Meeting details
Input fields	State Name Meeting start time Meeting end time

Internal play summarization skill

The internal play summarization skill includes the inputs that identify the table and fields that are used when an internal play summary is generated.

Table 25. Inputs for the internal play summarization skill
Input	Description
Input table	Internal play
Input fields	Engagement Account Progress Squad Contract Short description Description Product Days remaining

Table 26. Related input for internal play summarization skill
Input	Description
Input table	Internal play task
Input fields	State Short description Description Due date Days remaining

Success initiative summarization skill

The success initiative summarization skill includes the inputs that identify the table and fields that are used when a success initiative summary is generated.

Table 27. Inputs for the success initiative summarization skill
Input	Description
Input table	Success initiative
Input fields	Primary success outcome Account Sold product name Sold product number Squad Short description Description State Contact Days remaining

Table 28. Related input for success initiative summarization skill
Input	Description
Input table	Success task
Input fields	State Short description Description Due date Days remaining