Customize a KB generation skill in Now Assist for Field Service Management (FSM)

As an admin, you can clone the KB generation skill and customize the input fields.

Before you begin

Role required: wm_admin

About this task

The out-of-the-box (OOB) KB is generated for the following states: Close Complete, Close Incomplete, and Work In Progress. From the Now Assist Admin console, you can duplicate and customize the availability of the KB generation skill.

Procedure

1. Navigate to All > Now Assist Admin > Skills.

2. In the Customer workflow group, select FSM to view the skills for the Now Assist for FSM features.

3. Create a copy of the Now Assist for FSM KB generation skill and customize the input fields.

   1. On the KB generation skill feature card, select the more actions icon

2.  Select **Make a copy**.

    A guided setup leads you through the configuration of the general details, input, availability, display, review, and activation of the customized skill. When you complete the entire walk-through, the skill is activated.

1. In the General details step, fill in the fields.

1.  Enter a name and description for the skill.

2.  Select **Save and continue** to go to the next step.

1. View the input data.

1.  The table record and input fields are read-only.

2.  Select the **Default Knowledge Base for Now Assist panel**.

3.  Select **Save and continue**.

1. Define how the skill is available to your users.

1.  Configure the skill to be always available to users, or select conditions that must be met before the skill is available.

    Selecting **Customize skill availability** displays a condition builder to filter the data further.

2.  Select **Save and continue** to go to the next step.

1. Configure where to display the KB generation.

1.  Select either **In-product**, or **Now Assist panel**.

    -   **In-product**: When selected, the Now Assist KB generation skill is displayed on the forms and workspaces.

        For the skill to appear in the product, select the down arrow to identify the roles that can use the skill. The only supported roles are `wm_manager` and `wm_dispatcher`.

    -   **Now Assist panel**: When selected, the Now Assist KB generation skill is available in the Now Assist panel.

        For the skill to appear in the Now Assist panel, select the down arrow to identify the roles that can use the skill. The only supported roles are `wm_manager` and `wm_dispatcher`.

2.  Select **Save and continue** to go to the next step.

1. Review and activate the skill.

Review your choices and select **Activate** to complete the skill customization.