Exposing Agentic workflows to End Users

NisargaY
Tera Contributor

‎07-11-2025 12:20 AM

Hello ServiceNow Community,

 I am exploring the possibility of exposing Agentic workflows (use cases) to end users. Can anyone share insights on whether it’s feasible to make Agentic workflows accessible to end users within ServiceNow? If so, what channels or methods can be utilized for this purpose?


Any guidance or experiences would be greatly appreciated!

Thank you.

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JessicaLanR
Kilo Guru

‎07-11-2025 07:32 AM

Yes, it is feasible to expose Agentic workflows to end users within ServiceNow, but the key is how you design and expose the entry points for those workflows.

Agentic workflows are typically initiated by Agents (virtual or human) based on a trigger or intent. To make them available to end users, you can leverage a few approaches depending on the user experience you're aiming for:

  1. Service Catalog Integration
    You can create a Catalog Item that acts as a front-end trigger for an Agentic workflow. When the user submits the item, the Agent receives the context (variables, user info, etc.) and proceeds with the decision-making and execution chain.

  2. Virtual Agent Topic Trigger
    If you're using the Virtual Agent, you can define a topic that acts as a conversational entry point. Once triggered, that topic can invoke the Agentic flow behind the scenes. This is ideal for intuitive, chatbot-style interactions.

  3. Now Assist Integration
    With Now Assist for Virtual Agent, you can expose Agentic use cases contextually based on intent recognition. This approach is highly dynamic—users don’t have to know what workflow to trigger; they just describe what they need.

  4. UI Action or Workspace Component
    For workspaces (like CSM/FSM/HR Agent Workspace), you can create a UI action or a declarative action button that kicks off an Agentic workflow using a custom trigger or script include. This works well for agent-assist use cases that you want to offer to certain user roles.

  5. Public API + Portal Widget
    If you're exposing functionality through Service Portal or outside ServiceNow, you can call a Scripted REST API that initiates the Agentic workflow behind the scenes, using a webhook or a Flow trigger. This gives you full flexibility over UX.

Important Considerations:

  • Ensure the Agentic workflow has proper access controls so that it doesn’t expose unintended logic or sensitive data.

  • Context is everything: workflows should adapt based on the initiating user and input, since Agentic behavior is goal-driven and situational.

  • Monitor and log decisions made by the Agent for transparency and governance—especially for use cases touching HR, Security or Financial data.

If this helps solve your question, please consider marking it as resolved so others can benefit too.

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