Skill inputs and triggers for ServiceNow Otto for HRSD
concept brazil Updated Sep 10, 2026 3 min read now-assist-hrsd-skill-inputs.md
Get a quick overview of the skill inputs and triggers for ServiceNow Otto 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 |
|
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 |
|
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 |
|
|
Output |
Description |
|---|---|
|
Sentiment values |
|
|
Sentiment trend |
|
|
Sentiment reasoning |
Reasons for providing the sentiment value. |
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 |
|
228 lines · 5.7 KB
--- title: Skill inputs and triggers for ServiceNow Otto for HRSD description: Get a quick overview of the skill inputs and triggers for ServiceNow Otto for HR Service Delivery \(HRSD\). By configuring the inputs or triggers for a skill, you can determine how and when a skill is used. locale: en-US canonical_url: https://www.servicenow.com/docs/r/employee-service-management/now-assist-for-hrsd/now-assist-hrsd-skill-inputs.html release: brazil product: Now Assist for HRSD classification: now-assist-for-hrsd topic_type: concept last_updated: "2026-09-10" reading_time_minutes: 3 breadcrumb: [Configure skills, Configure, ServiceNow Otto for HR Service Delivery \(HRSD\), HR Service Delivery, Employee Service Management] --- # Skill inputs and triggers for ServiceNow Otto for HRSD Get a quick overview of the skill inputs and triggers for ServiceNow Otto 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. <table id="table_case_summary_inputs"><thead><tr><th> Input </th><th> Description </th></tr></thead><tbody><tr><td> Input table </td><td> HR Case \[sn\_hr\_core\_case\] </td></tr><tr><td> Input fields </td><td> - Description - Priority - Short description - State - Additional comments - Work notes </td></tr></tbody> </table>**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. <table id="table_resolution_notes_inputs"><thead><tr><th> Input </th><th> Description </th></tr></thead><tbody><tr><td> Input table </td><td> HR Case \[sn\_hr\_core\_case\] </td></tr><tr><td> Input fields </td><td> - Short description - Description - State - Additional comments - Work notes </td></tr></tbody> </table>## 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. <table id="table_rbs_gbj_l2c"><thead><tr><th> Input </th><th> Description </th></tr></thead><tbody><tr><td> Input table </td><td> Case \[case\] </td></tr><tr><td> Input fields </td><td> - Short description - Description - Priority - State - Creation date - Activities </td></tr></tbody> </table><table id="table_lm1_qcj_l2c"><thead><tr><th> Output </th><th> Description </th></tr></thead><tbody><tr><td> Sentiment values </td><td> - Positive - Neutral - Negative </td></tr><tr><td> Sentiment trend </td><td> - Improving - Declining - Stable </td></tr><tr><td> Sentiment reasoning </td><td> Reasons for providing the sentiment value. </td></tr></tbody> </table>|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. <table id="table_s3v_ywp_hbc"><thead><tr><th> Input </th><th> Description </th></tr></thead><tbody><tr><td> Input table </td><td> HR Case \[sn\_hr\_core\_case\] </td></tr><tr><td> Input fields </td><td> - Short description - Description - Close notes \(for HR cases\) - Additional comments - Work notes </td></tr></tbody> </table>**Parent Topic:**[Configure ServiceNow Otto for HRSD skills](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/employee-service-management/now-assist-for-hrsd/customize-nahr-skill.md)
| title | Skill inputs and triggers for ServiceNow Otto for HRSD |
| description | Get a quick overview of the skill inputs and triggers for ServiceNow Otto for HR Service Delivery \(HRSD\). By configuring the inputs or triggers for a skill, you can determine how and when a skill is used. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/employee-service-management/now-assist-for-hrsd/now-assist-hrsd-skill-inputs.html |
| release | brazil |
| product | Now Assist for HRSD |
| classification | now-assist-for-hrsd |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 3 |
| breadcrumb | Configure skillsConfigureServiceNow Otto for HR Service Delivery \(HRSD\)HR Service DeliveryEmployee Service Management |