AI Assistant skills

Introduced in 2026

Skills are multi-step, task-focused flows that extend the AI Assistant's capabilities by combining built-in tools, instructions, and placeholders.

The AI Assistant for the Self Service Portal includes several built-in system skills, such as Knowledge Base search, ticket submission, service requests, equipment reservation, and search.

System skills are read-only. Review them to understand how skills are structured and how they use instructions, tools, and placeholders. To customize the behavior of a system skill, create a custom skill based on the original system skill, apply the required changes, and disable the system version.

You can also create custom skills for organization-specific scenarios, such as searching internal documentation, guiding users through internal procedures, collecting required information, or handling specialized support requests.

To create a custom skill for the AI Assistant:

1. Open Admin Center.

2. Go to Apps and Portals > Self Service Portal and select your portal instance, if needed.

3. Open the AI Assistant page.

4. Open the Skills tab.

5. Click Add Skill.

6. Enter a display name and unique skill ID.

7. In Description, explain to the AI Assistant what the skill does and when it should be used.

8. In Instructions, provide step-by-step guidance describing how the assistant should execute the skill. The current version supports plain text instructions only.

9. If the skill depends on specific Self Service Portal modules, select them in Required modules.

10. Save your changes.

Related Information:

Configuring AI Assistant for Self Service Portal