Additional skill input and trigger information
Enable remaining Generative AI Skills within Now Assist CSM, and reference summarized details to complete setup.
Overview of skills and triggers
Depending on the selected skill, you can configure inputs or triggers. These settings determine how and when 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 case summary. A trigger initiates an action, such as when the system generates a chat summary.
Sidebar discussion summarization skill
For the sidebar discussion summarization skill, select the triggers that determine when a sidebar discussion summary is generated.
The following table lists the triggers that determine when a sidebar discussion summary is generated.
| Trigger | Description |
|---|---|
| User triggered | Sidebar discussion summarization that is generated when the agent manually triggers the skill. |
Case sentiment analysis skill
The case sentiment analysis skill includes the inputs and outputs that identify the table and fields that are used when a case sentiment is generated.
The following table lists the inputs for the case sentiment analysis skill.
| Input | Description |
|---|---|
| Input table | Case \[Case\] |
| Input fields | - Short description - Description - Priority - State - Task creation date - Activities - Task SLA |
The following table lists the outputs for the case sentiment analysis skill.
| Output | Description |
|---|---|
| Sentiment values | - Very positive - Positive - Neutral - Negative - Very negative |
| Sentiment trend | - Improving - Declining - Stable |
| Sentiment reasoning | Reasons for provide the sentiment value. |
The following table lists the scheduled job for the sentiment analysis skill
| Scheduled job name | Default value | Description |
|---|---|---|
| Sentiment analysis scheduled job (case) | True | Refreshes sentiments on the Trigger frequency screen for the Sentiment analysis skill. |
| Update sentiment historical records | False | When active, calculates sentiment and sentiment trends for historical records. |
Suggested steps generation skill
The following table lists the suggested steps generation skill
| Input | Description |
|---|---|
| Input table | sn\_customerservice\_case |
| Input field | Short description The skill uses this field to cluster cases based on similar cases closed in the past. |
| Conditions | Filter conditions to generate the suggested steps. Similar cases closed or resolved within the last 6 months are used by default to create the case clusters. |