Skill inputs and triggers for Now Assist for HRSD
Get a quick overview of the skill inputs and triggers for Now Assist for HR Service Delivery (HRSD). By configuring the inputs or triggers for a skill, you can determine how and when a skill is used.
Depending on the selected skill, you can configure the 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.
Chat summarization skill
For the chat summarization skill, select the triggers that determine when a chat summary is generated and how a chat summary is displayed.
The following table lists the triggers that you can configure for the chat summarization skill of the Chat Assist feature.
| Trigger | Description |
|---|---|
| Virtual Agent to Live Agent handoff | Chat summary that is generated when the chat handoff is done from Virtual Agent to a live agent. |
| Quick action | Chat summary that is generated when the live agent performs the /summarize quick action. |
| Short description | Short description field that is updated for the interaction when the live agent ends the chat. |
| Chat wrap-up | Chat summary that is generated when the live agent ends the chat. The Chat Summary field is updated for the interaction. |
| Bulleted list | Chat summary as an unordered list. |
| Task creation | Short description and Description fields that are auto-populated when a task is created. |
Case summarization skill
The case summarization skill includes the inputs that identify the table and fields that are used when a case summary is generated.
Note: These fields are read-only.
The following table lists the inputs for the case summarization skill.
| Input | Description |
|---|---|
| Input table | HR Case \[sn\_hr\_core\_case\] |
| Input fields | - Description - Priority - Short description - State - Additional comments - Work notes |
Note: Case summarization is not available for Cancelled or Suspended cases.
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 case.
Note: These fields are read-only.
The following table lists the inputs for the resolution notes generation skill.
| Input | Description |
|---|---|
| Input table | HR Case \[sn\_hr\_core\_case\] |
| Input fields | - Short description - Description - State - Additional comments - Work notes |
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.
| Input | Description |
|---|---|
| Input table | Case \[case\] |
| Input fields | - Short description - Description - Priority - State - Creation date - Activities |
| Output | Description |
|---|---|
| Sentiment values | - Positive - Neutral - Negative |
| Sentiment trend | - Improving - Declining - Stable |
| Sentiment reasoning | Reasons for providing the sentiment value. |
| 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. |
Knowledge article generation skill
The knowledge article generation skill includes the inputs that identify the table and fields that are used when a knowledge article is generated for a case.
Note: These fields are read-only.
The following table lists the inputs for the knowledge article generation skill.
| Input | Description |
|---|---|
| Input table | HR Case \[sn\_hr\_core\_case\] |
| Input fields | - Short description - Description - Close notes \(for HR cases\) - Additional comments - Work notes |
Parent Topic:Configure Now Assist for HR Service Delivery (HRSD)