Mastering Prompt Writing for Agentic AI in ServiceNow

[Pratik Malviya]

Mastering Prompt Writing for Agentic AI in ServiceNow

Crafting smart prompts for Agentic AI in ServiceNow can significantly enhance the accuracy and usefulness of AI-generated responses. Here are some practical tips and tricks to optimize your AI experience:

1. Prevent Hallucinations

To reduce the chance of the AI generating inaccurate content, include the phrase “do not hallucinate” in your prompt.

Example:

“Follow this exact progression and ensure that each step executes sequentially — do not hallucinate.”

2. Embed Static Responses with Markdown

When you need static values (like links) to consistently appear, use the format ({<static_response_object>}) and display them cleanly using Markdown.

Example:

Prompt: ({incident_url})

Displayed as:

Click here to view the Incidents

3. Prompt Visibility in the Now Assist Panel (NAP)

If the Now Assist Panel doesn’t detect your Use Case, include your full prompt inside the description field. This ensures proper visibility and execution — and it always works.

4. Leverage Output Transform Strategy in Agentic AI Studio

Agentic AI lets you tailor the tone and detail of responses using Output (Agent Tool Output) Transform Strategies:

     • Concise:

Goal: Keep it short and direct.

Use Case: Quick confirmations.

Example: “Your request has been submitted.”

• Paraphrase:

Goal: Reword while preserving meaning.

Use Case: Humanizing robotic/system messages.

Example: “The issue has been fixed successfully.”

•Verbose:

Goal: Add more context or explanation.

Use Case: Onboarding, support, training.

Example: “Your request has been submitted successfully. A technician will review it shortly and contact you if more information is needed.”

Great prompts = great results. Use these tips to unlock the full potential of AI in your workflows.

#ServiceNow #AgenticAI #PromptEngineering #NowAssist #LowCodeNoCode #WorkflowAutomation #ServiceNowTips


Note:- This is not a question to the community, its a post which would be helpful in your implementation.

Please Mark helpful.

[Donny Techiera · Accepted solution]

Very helpful and great read.