Skill inputs for Now Assist for Telecommunications, Media and Technology (TMT)
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.
Service Problem Case sentiment analysis skill
The Service Problem Case sentiment analysis skill uses the following table and field inputs to analyze the customer sentiment on a service problem case.
| Input | Description |
|---|---|
| Input table | Service Problem Case \[sn\_sprb\_mgmt.admin\] |
| Input fields | - Description - Short description - State - Issue severity - Additional comments - Work notes |
Comprehensive summary of linked records skill
The comprehensive summary of linked records skill uses the following table and field inputs to generate the summary of linked records in an Alternative Dispute Resolution (ADR) case.
| Input | Description |
|---|---|
| Input table | ADR Complaint [sn_telco_adr_mgmt_complaint] |
| Input fields | Short description |
Deadlock letter draft generation skill
The deadlock letter draft generation skill uses the following table and field inputs to generate a deadlock letter for an ADR case.
| Input | Description |
|---|---|
| Input table | ADR Complaint [sn_telco_adr_mgmt_complaint] |
| Input fields | ADR record sys_id |
Resolution notes generation for ADR skill
The resolution notes generation for ADR skill uses the following table and field inputs to generate the resolution notes for an ADR case.
| Input | Description |
|---|---|
| Input table | ADR Complaint [sn_telco_adr_mgmt_complaint] |
| Input fields | ADR record sys_id |
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.
| Input | Description |
|---|---|
| Input table | Risk signal and issues |
| Input fields | - Account Name - Priority - Description - Short description - State - Source record - Category Name - Probability |
| Input | Description |
|---|---|
| Input table | Risk solution |
| Input fields | - Source record - Source table - impacted\_record - impacted\_table |
Draft risk closure notes summarization skill
The draft risk closure notes summarization skill automatically generates closure notes and closes eligible risk signals at the end of each day based on the status of their associated risk solutions.
| Input | Description |
|---|---|
| Input table | Risk signal and issues |
| Input fields | - Account Name - Priority - Description - Short description - State - Source record - Category Name - Probability |
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
| 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.
| 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.
| 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.
| Input | Description |
|---|---|
| Input table | Test Run [sn_st_mgmt_test] |
| Input field | Name |
| 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.
| 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
| 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 |
| Input | Description |
|---|---|
| Input table | Account Lifecycle Import Task |
| Input field | - State - Days remaining - Published records - Work notes - Additional comments - Target table - Total records updated |
| Input | Description |
|---|---|
| Input table | Account Lifecycle Task |
| Input field | - Short description - State - Days remaining - Type - Work notes - Additional comments |
| 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.
| Input | Description |
|---|---|
| Input table | Engagement \[sn\_acct\_lc\_engagement\] |
| Input fields | - State - Stage - Renewal date - Initial go-live date - Perceived health |
| Input | Description |
|---|---|
| Input table | Risk and issue |
| Input fields | - State - Due date - Probability |
| Input | Description |
|---|---|
| Input table | Internal play |
| Input fields | - Due date - Progress |
| Input | Description |
|---|---|
| Input table | Success case |
| Input fields | - Due date - Progress |
| Input | Description |
|---|---|
| Input table | Success initiative |
| Input fields | - Due date - Progress |
| 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.
| Input | Description |
|---|---|
| Input table | Engagement \[sn\_acct\_lc\_touchpoint\] |
| Input fields | - Squad - Progress |
| 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.
| Input | Description |
|---|---|
| Input table | Customer play |
| Input fields | - Engagement - Account - Progress - Days remaining - Squad - Contact - Short description - Description - Product |
| Input | Description |
|---|---|
| Input table | Success task |
| Input fields | - State - Short description - Description - Due date |
| 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.
| Input | Description |
|---|---|
| Input table | Internal play |
| Input fields | - Engagement - Account - Progress - Squad - Contract - Short description - Description - Product - Days remaining |
| 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.
| 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 |
| Input | Description |
|---|---|
| Input table | Success task |
| Input fields | - State - Short description - Description - Due date - Days remaining |
Lookup similar engagements skill
The Lookup similar engagements skill includes the inputs that identify the table and fields that are used when a product adoption roadmap is generated.
| Input | Description |
|---|---|
| Input table | Engagement \[sn\_acct\_lc\_engagement\] |
| Input fields | - Phase table - Product usage - Product capability usage - Phase field \(Activation status, Business criticality, Customer priority, Usage plan\) |
Remote Hands Case Summarization skill
| Input | Description |
|---|---|
| Input table | Remote Hands Case table \(sn\_remote\_hands\_case\) |
| Input fields | - Remote Hands Case table - - Service - Priority - State - Channel - Short Description - Description |