Create Guidance

The ID of the team.

Short title identifying this Help Desk Skill (e.g. "Route password reset tickets to IT"). Shown in the skills list and in chips when the skill is referenced. Keep it descriptive but concise.

TRIGGER condition — when should the help desk agent invoke this skill? Plain prose answering "When should Serval use this skill?". Example: "When a ticket is about an SSO login failure or a user cannot access their Okta account." Required for the skill to be matched against incoming tickets.

BEHAVIOR instructions — how should the help desk agent handle the situation when this skill fires? Plain prose answering "How should Serval handle this situation?". Include the concrete steps, workflows to run (use <@workflow:ID> mentions), who to escalate to (use <@user:ID> mentions), and any relevant context. Required for the skill to actually do anything useful.

Whether this guidance should always be used (optional, defaults to false).

Whether to publish the guidance after creation (optional).