Service Insights AI Agents Skills
Agent skills are reusable logic units that help AI Actions perform consistent calculations and queries.
What agent skills are
Agent skills are designed to perform tasks such as mathematical calculations and database queries. They help automate routine work and support consistent outcomes.
Where you use agent skills
Administrators add agent skills inside AI Action instructions by using a slash (/) command in the AI Action composer. Skills can also be used with configured SFM transactions.
When to use a skill
Use a skill when you need repeatable logic, such as computing a metric or running a known query pattern. Skills help keep AI Actions consistent because they rely on approved behavior.
Skill lifecycle in the AI Console
Administrators create or update skill instructions, generate a plan, review it, and approve the plan before using the skill in AI Actions.
Use Cases
This feature supports common real‑world scenarios. For more information, see
Use Cases for agent skills to understand when and why to use it.
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