---
sourceDocument: Zurich Telecommunications, Media, and Technology
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/telecom-media-technology

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Telecommunications, Media, and Technology

ft:clusterId :

    - telmt

bundleId :

    - telmt

workflow :

    - Customer and Industry


---

# Skill inputs

# Skill inputs for ServiceNow Otto for Telecommunications, Media, and Technology (TMT) {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 minutes to read

Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Skill inputs for ServiceNow Otto for Telecommunications, Media, and Technology (TMT)

ServiceNow Otto for Telecommunications, Media, and Technology (TMT) enables customers to configure skill inputs that control how and when specific AI-driven skills are used within their environments.
These inputs define the data sources such as tables and fields that the skills reference to generate summaries, notes, and insights related to service problems, customer service, risk signals, tests, knowledge articles, onboarding, engagement, and various plays.
Show full answer Show less  
Domain separation is supported at both the skill and individual configuration levels, allowing organizations to manage skill configurations, data visibility, and administrative tasks independently by logical domains. Security is maintained through access control lists (ACLs) and user identities to ensure proper authorization for Now Assist skills and workflows.

## Key Skill Inputs and Their Practical Use

* **Risk Signal and Issues Summarization:** Inputs specify tables and fields to generate risk summaries, covering risk signals, solutions, and occurrences.
* **Customer Service Summary:** Inputs allow configuration of customer service issue summaries from the knowledge graph with custom queries and prompts.
* **Service Problem Case Summarization:** Inputs identify fields in service problem cases used for generating summaries, including diagnostic and resolution tasks. Note that data source modifications are not supported in this release.
* **Resolution Notes Generation:** Inputs define fields used to generate resolution notes for service problem cases, with fixed data sources in this release.
* **Test Summarization:** Inputs include test run and test measure tables and fields used to generate test summaries.
* **Knowledge Article Generation:** Inputs specify case-related fields to draft knowledge articles, with non-modifiable data sources currently.
* **Account Onboarding Case Summarization:** Inputs cover various stages such as form details, data capture, development, and testing with related lifecycle task and import task tables.
* **Engagement Summarization:** Inputs include engagement, risk and issue, internal play, success case, success initiative, and success outcome tables to generate comprehensive engagement summaries.
* **Touchpoint Summarization:** Inputs include engagement and meeting details fields to summarize touchpoint interactions.
* **Customer Play Summarization:** Inputs cover customer play, success task, and meeting details tables for summarizing customer play activities.
* **Internal Play Summarization:** Inputs include internal play and internal play task tables to summarize internal operational plays.
* **Success Initiative Summarization:** Inputs specify success initiative and success task fields to summarize initiatives and related tasks.

## Practical Implications for ServiceNow Customers

By configuring these skill inputs, ServiceNow customers in the TMT sector can tailor the AI-driven Otto assistant to generate accurate, context-specific summaries and notes that improve operational insights, accelerate problem resolution, and enhance customer service efficiency. Domain separation and ACL-based security ensure that configurations and data are managed securely and appropriately across organizational boundaries.

While certain data sources are fixed in this release, customers can customize prompts, queries, and stages for some skills to align with their specific workflows and data structures. This customization capability supports better alignment with business processes and improved AI assistance outcomes.  
Use inputs for each skill to configure how and when a skill is used.

## Overview of ServiceNow Otto for TMT {#now-assist-skill-inputs__section_udn_1bp_5bc}

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](https://www.servicenow.com/docs/access?context=aia-security-implementation&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US).

To understand more about the ServiceNow domain separation, see [Exploring domain separation](https://www.servicenow.com/docs/access?context=c_DomainSeparation&version=zurich&pubname=zurich-platform-security&ft:locale=en-US).

## Risk signal and issues summarization skill {#now-assist-skill-inputs__section_nmt_q4j_fhc}

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.
{#now-assist-skill-inputs__table_ecp_vqk_fhc__entry__2}

| Input | Description |
|-|-|
| Input table | Risk signal and issues |
| Input fields | * Account Name * Priority * Description * Short description * State * Source record * Category Name * Probability {#now-assist-skill-inputs__ul_ckm_qqk_fhc} |
[Table 1. Inputs for the risk signal and issues summarization skill]

{#now-assist-skill-inputs__table_ecp_vqk_fhc} {#now-assist-skill-inputs__table_wps_lrk_fhc__entry__2}

| Input | Description |
|-|-|
| Input table | Risk solution |
| Input fields | * Source record * Source table * impacted_record * impacted_table {#now-assist-skill-inputs__ul_ekm_qqk_fhc} |
[Table 2. Related input for risk signal and issues summarization skill]

{#now-assist-skill-inputs__table_wps_lrk_fhc} {#now-assist-skill-inputs__table_xwq_vy4_fhc__entry__2}

| Input | Description |
|-|-|
| Input table | Risk occurrence |
| Input fields | * Start date * End date * Threshold * Gap * Current value * Notes {#now-assist-skill-inputs__ul_ywq_vy4_fhc} |
[Table 3. Related input for risk signal and issues summarization skill]

{#now-assist-skill-inputs__table_xwq_vy4_fhc}

## Customer service summary skill {#now-assist-skill-inputs__section_opj_1zv_lfc}

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 questionnaireTo add or modify the queries, see [Configure the graph questionnaire ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/lGj38nCoudUH9_Rnnnb9dg "Configure the graph questionnaire to add or modify the new queries to retrieve the knowledge graph data.").

* Customize promptTo customize the prompt, see [Customize a skill in ServiceNow Otto for TMT](https://www.servicenow.com/docs/L92lO~cL6P1BYYGVI91ppg "If you have the admin role, you can customize a ServiceNow Otto for Telecommunications, Media, and Technology (TMT) skill so that agents can use the generative AI skills in CSM Configurable Workspace and in Core UI.").

* Define access
* Select display
* Review and activate
{#now-assist-skill-inputs__ul_jc2_k1w_lfc}
{#now-assist-skill-inputs__table_ggl_h3b_mfc__entry__2}

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

{#now-assist-skill-inputs__table_ggl_h3b_mfc}

## Service problem case summarization skill {#now-assist-skill-inputs__section_dld_vcp_5bc}

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
{#now-assist-skill-inputs__ul_w2g_fnm_vdc}

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.
{#now-assist-skill-inputs__table_bsy_bdp_5bc__entry__2}

| Input | Description |
|-|-|
| Input table | Service Problem Case \[sn_sprb_mgmt_case\] |
| Input fields | * Description * Short description * Work notes * Additional comments * Diagnostic TaskFields: * Description * Short description * Work notes * state * sys id {#now-assist-skill-inputs__ul_hjz_mgm_c2c} * Resolution TaskFields: * Description * Short description * Work notes * state {#now-assist-skill-inputs__ul_vxq_wgm_c2c} {#now-assist-skill-inputs__ul_j4p_fdp_5bc} |
| Input templates | * Verify * Diagnose * Repair * Test \& Resolve * Close {#now-assist-skill-inputs__ul_mx2_jmm_vdc} |
[Table 5. Inputs for the service problem case summarization skill]

{#now-assist-skill-inputs__table_bsy_bdp_5bc}

## Resolution notes generation skill {#now-assist-skill-inputs__section_mdj_hjp_5bc}

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.
{#now-assist-skill-inputs__table_yng_4jp_5bc__entry__2}

| Input | Description |
|-|-|
| Input table | Service Problem Case \[sn_sprb_mgmt_case\] |
| Input fields | * Description * Short description * Work notes * Additional comments {#now-assist-skill-inputs__ul_ljm_rjp_5bc} |
[Table 6. Inputs for the resolution notes generation skill]

{#now-assist-skill-inputs__table_yng_4jp_5bc}

## Test summarization skill {#now-assist-skill-inputs__section_kzk_sjp_5bc}

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.
{#now-assist-skill-inputs__table_j2y_4kp_5bc__entry__2}

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

{#now-assist-skill-inputs__table_j2y_4kp_5bc} {#now-assist-skill-inputs__table_g5c_ntm_1cc__entry__2}

| Input | Description |
|-|-|
| Input table | Test Measure \[sn_st_mgmt_test_measure\] |
| Input field | * Metric name * Metric description * Value * Rule violation {#now-assist-skill-inputs__ul_s5d_wtm_1cc} |
[Table 8. Related input for test summarization skill]

{#now-assist-skill-inputs__table_g5c_ntm_1cc}

## Knowledge article generation skill {#now-assist-skill-inputs__section_qjr_cjm_vdc}

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.  
{#now-assist-skill-inputs__table_g5x_yjm_vdc__entry__2}

| Input | Description |
|-|-|
| Input table | Case \[sn_customerservice_case\] |
| Input fields | * Short description * Description * Resolution notes * Work notes * Comments {#now-assist-skill-inputs__ul_u4y_skm_vdc} |
[Table 9. Related inputs for the knowledge article generation skill]

{#now-assist-skill-inputs__table_g5x_yjm_vdc}

## Account onboarding case summarization skill {#now-assist-skill-inputs__section_dbm_klc_5dc}

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
{#now-assist-skill-inputs__ul_pl3_wvc_5dc}
{#now-assist-skill-inputs__table_aj3_mtc_5dc__entry__2}

| 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 {#now-assist-skill-inputs__ul_bj3_mtc_5dc} |
| Stage - Data Capture |   |
[Table 10. Inputs for the account onboarding case summarization skill]

{#now-assist-skill-inputs__table_aj3_mtc_5dc} {#now-assist-skill-inputs__table_r5b_ftf_5dc__entry__2}

| Input | Description |
|-|-|
| Input table | Account Lifecycle Import Task \[?\] |
| Input field | * State * Days remaining * Published records * Work notes * Additional comments * Target table * Total records updated {#now-assist-skill-inputs__ul_s5b_ftf_5dc} |
[Table 11. Related input for account onboarding skill]

{#now-assist-skill-inputs__table_r5b_ftf_5dc} {#now-assist-skill-inputs__table_e5s_g5f_5dc__entry__2}

| Input | Description |
|-|-|
| Input table | Account Lifecycle Task \[?\] |
| Input field | * Short description * State * Days remaining * Type * Work notes * Additional comments {#now-assist-skill-inputs__ul_f5s_g5f_5dc} |
[Table 12. Related input for account onboarding skill]

{#now-assist-skill-inputs__table_e5s_g5f_5dc} {#now-assist-skill-inputs__table_xnb_p5f_5dc__entry__2}

| Input | Description |
|-|-|
| Input table | Account Lifecycle Import Task \[?\] |
| Input field | * State * Days remaining * Published records * Work notes * Additional comments * Target table * Total records updated {#now-assist-skill-inputs__ul_ynb_p5f_5dc} |
[Table 13. Related input for account onboarding skill]

{#now-assist-skill-inputs__table_xnb_p5f_5dc}

## Engagement summarization skill {#now-assist-skill-inputs__section_npl_dvf_5dc}

The engagement summarization skill includes the inputs that identify the table and fields that are used when an engagement summary is generated.
{#now-assist-skill-inputs__table_nqb_kvf_5dc__entry__2}

| Input | Description |
|-|-|
| Input table | Engagement \[sn_acct_lc_engagement\] |
| Input fields | * State * Stage * Renewal date * Initial go-live date * Perceived health {#now-assist-skill-inputs__ul_oqb_kvf_5dc} |
[Table 14. Inputs for the engagement summarization skill]

{#now-assist-skill-inputs__table_nqb_kvf_5dc} {#now-assist-skill-inputs__table_azy_pvf_5dc__entry__2}

| Input | Description |
|-|-|
| Input table | Risk and issue |
| Input fields | * State * Due date * Probability {#now-assist-skill-inputs__ul_bzy_pvf_5dc} |
[Table 15. Related input for engagement summarization skill]

{#now-assist-skill-inputs__table_azy_pvf_5dc} {#now-assist-skill-inputs__table_dk4_5vf_5dc__entry__2}

| Input | Description |
|-|-|
| Input table | Internal play |
| Input fields | * Due date * Progress {#now-assist-skill-inputs__ul_ek4_5vf_5dc} |
[Table 16. Related input for engagement summarization skill]

{#now-assist-skill-inputs__table_dk4_5vf_5dc} {#now-assist-skill-inputs__table_czk_xvf_5dc__entry__2}

| Input | Description |
|-|-|
| Input table | Success case |
| Input fields | * Due date * Progress {#now-assist-skill-inputs__ul_dzk_xvf_5dc} |
[Table 17. Related input for engagement summarization skill]

{#now-assist-skill-inputs__table_czk_xvf_5dc} {#now-assist-skill-inputs__table_dss_yvf_5dc__entry__2}

| Input | Description |
|-|-|
| Input table | Success initiative |
| Input fields | * Due date * Progress {#now-assist-skill-inputs__ul_ess_yvf_5dc} |
[Table 18. Related input for engagement summarization skill]

{#now-assist-skill-inputs__table_dss_yvf_5dc} {#now-assist-skill-inputs__table_h5p_1wf_5dc__entry__2}

| Input | Description |
|-|-|
| Input table | Success outcome |
| Input fields | * Progress * Base value * Current value * Target value {#now-assist-skill-inputs__ul_i5p_1wf_5dc} |
[Table 19. Related input for engagement summarization skill]

{#now-assist-skill-inputs__table_h5p_1wf_5dc}

## Touchpoint summarization skill {#now-assist-skill-inputs__section_p3f_fwf_5dc}

The touchpoint summarization skill includes the inputs that identify the table and fields that are used when a touchpoint summary is generated.
{#now-assist-skill-inputs__table_zsv_mwf_5dc__entry__2}

| Input | Description |
|-|-|
| Input table | Engagement \[sn_acct_lc_touchpoint\] |
| Input fields | * Squad * Progress {#now-assist-skill-inputs__ul_atv_mwf_5dc} |
[Table 20. Inputs for the touchpoint summarization skill]

{#now-assist-skill-inputs__table_zsv_mwf_5dc} {#now-assist-skill-inputs__table_btv_mwf_5dc__entry__2}

| Input | Description |
|-|-|
| Input table | Meeting details |
| Input fields | * Conference details * Meeting type * Meeting start time * Meeting end time * Customer notes * Meeting notes * State {#now-assist-skill-inputs__ul_ctv_mwf_5dc} |
[Table 21. Related input for touchpoint summarization skill]

{#now-assist-skill-inputs__table_btv_mwf_5dc}

## Customer play summarization skill {#now-assist-skill-inputs__section_jxx_fbb_lgc}

The customer play summarization skill includes the inputs that identify the table and fields that are used when a customer play summary is generated.
{#now-assist-skill-inputs__table_vv5_4cb_lgc__entry__2}

| Input | Description |
|-|-|
| Input table | Customer play |
| Input fields | * Engagement * Account * Progress * Days remaining * Squad * Contact * Short description * Description * Product {#now-assist-skill-inputs__ul_wv5_4cb_lgc} |
[Table 22. Inputs for the customer play summarization skill]

{#now-assist-skill-inputs__table_vv5_4cb_lgc} {#now-assist-skill-inputs__table_xv5_4cb_lgc__entry__2}

| Input | Description |
|-|-|
| Input table | Success task |
| Input fields | * State * Short description * Description * Due date {#now-assist-skill-inputs__ul_yv5_4cb_lgc} |
[Table 23. Related input for customer play summarization skill]

{#now-assist-skill-inputs__table_xv5_4cb_lgc} {#now-assist-skill-inputs__table_bnh_jdb_lgc__entry__2}

| Input | Description |
|-|-|
| Input table | Meeting details |
| Input fields | * State * Name * Meeting start time * Meeting end time {#now-assist-skill-inputs__ul_cnh_jdb_lgc} |
[Table 24. Related input for customer play summarization skill]

{#now-assist-skill-inputs__table_bnh_jdb_lgc}

## Internal play summarization skill {#now-assist-skill-inputs__section_bjk_mdb_lgc}

The internal play summarization skill includes the inputs that identify the table and fields that are used when an internal play summary is generated.
{#now-assist-skill-inputs__table_cjk_mdb_lgc__entry__2}

| Input | Description |
|-|-|
| Input table | Internal play |
| Input fields | * Engagement * Account * Progress * Squad * Contract * Short description * Description * Product * Days remaining {#now-assist-skill-inputs__ul_djk_mdb_lgc} |
[Table 25. Inputs for the internal play summarization skill]

{#now-assist-skill-inputs__table_cjk_mdb_lgc} {#now-assist-skill-inputs__table_ejk_mdb_lgc__entry__2}

| Input | Description |
|-|-|
| Input table | Internal play task |
| Input fields | * State * Short description * Description * Due date * Days remaining {#now-assist-skill-inputs__ul_fjk_mdb_lgc} |
[Table 26. Related input for internal play summarization skill]

{#now-assist-skill-inputs__table_ejk_mdb_lgc}

## Success initiative summarization skill {#now-assist-skill-inputs__section_ugq_zdb_lgc}

The success initiative summarization skill includes the inputs that identify the table and fields that are used when a success initiative summary is generated.
{#now-assist-skill-inputs__table_vgq_zdb_lgc__entry__2}

| 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 {#now-assist-skill-inputs__ul_wgq_zdb_lgc} |
[Table 27. Inputs for the success initiative summarization skill]

{#now-assist-skill-inputs__table_vgq_zdb_lgc} {#now-assist-skill-inputs__table_xgq_zdb_lgc__entry__2}

| Input | Description |
|-|-|
| Input table | Success task |
| Input fields | * State * Short description * Description * Due date * Days remaining {#now-assist-skill-inputs__ul_ygq_zdb_lgc} |
[Table 28. Related input for success initiative summarization skill]

{#now-assist-skill-inputs__table_xgq_zdb_lgc}