Pre-Built Skills

There are two types of pre-defined skills provided by Serviceaide out of the box.

1. Out-of-the-box System and ITSM Skills
   1. System skills come out of the box with a new bot. These skills including registering a user to a new chat channel, welcoming them to a new conversation and more. These Skills are hidden from view by default in Skills Builder and cannot be copied, imported or exported by a Skills Builder administrator. Additionally, these skills cannot be set to inactive for a bot.
   2. ITSM skills come out of the box with a new bot and help end users, analysts and managers monitor and manage the Service Management process. These Skills are hidden from view by default in Skills Builder and cannot be exported or imported. The majority of these skills can be copied to create new Skills by an administrator.
2. Out-of-the-Box IT Support Skills
   1. Focus on resolving common IT requests. Each Skill has a conversation with the user around a common technology request such as connecting to a printer or access to an application. The Skill triages the request with common questions and creates a ticket for the support team with a wealth of information in it allowing them to take immediate action on it.
   2. These Skills can optionally be imported one at a time by a Skills Builder Administrator. 
   3. After import, these skills can be configured to meet your organization's specific needs. These Skills can be copied, exported and imported.

To view the list of out-of-the-box skills and features available in Luma that are compatible with the various ITSM connectors, see the following topics:

• Connector Compatibility Matrix
• Out-of-the-box IT Support Skills
• Out-of-the-box System and ITSM Skills for ISM
• Out-of-the-box System and ITSM Skills for SDM
• Out-of-the-box Skills for BMC Remedy
• Out-of-the-box Skills for Freshservice
• Out-of-the-box Skills for ServiceNow
• Out-of-the-box Skills for Cherwell
• Out-of-the-box Skills for Jira
• Out-of-the-box Skills for TOPdesk