Hello @Pranavi2 ,
I'd suggest First of all understand the difference between Gen AI & Agentic AI which confuses the most in base understanding,
Refer below for the practical difference,
| Generative AI | Agentic AI |
| Generates content such as text, summaries, code, or knowledge articles based on user prompts. | Plans, decides, and executes tasks autonomously to achieve a defined goal. |
| Responds to prompts but does not independently decide the next action. | Evaluates context and determines the next best action without constant user input. |
| Assists users by providing suggestions or generated content. | Performs end-to-end workflow automation by coordinating multiple steps. |
| Typically requires user review or approval before actions are taken. | Can execute actions such as updating records, triggering flows, creating tasks, and calling APIs based on configured permissions. |
| Best suited for content generation, summarization, translation, and code generation. | Best suited for incident resolution, request fulfillment, employee onboarding, and process orchestration. |
| Example: Now Assist summarizes an incident or generates a knowledge article. | Example: An AI Agent investigates an incident, gathers information, creates tasks, updates records, and notifies stakeholders automatically. |
Then I’d suggest starting with ServiceNow fundamentals, JavaScript, REST APIs, and prompt engineering before going deep into Agentic AI. Then explore Now Assist, AI Agents, Flow Designer, and IntegrationHub through real-world use cases rather than just theory.
Build small Use cases where AI understands context, makes a decision, and triggers an automated workflow this is the best way to understand Agentic AI practically.
Most importantly, practice as many real-time use cases as possible, hands-on experience will make the concepts much clearer.
Also you can practice the below use cases for Agentic AI:
1) Incident Auto-Triage & Routing Agent : Classify incoming incidents by category,priority, auto-assign to the assignment group.
Approach : Use AI Agent with a "Classification" skill + reference qualifier scripts on assignment_group based on predicted category.
2) Duplicate Incident Detector : Flag incidents that are likely duplicates of an existing major incident.
Approach : Use Now Assist Search on short_description + description, set similarity, auto-link as "related".
3) Resolution Notes Summarizer Agent : Auto generate closure notes from work notes or activity log.
Approach : Trigger agent on state change to "Resolved", pass work_notes journal field into a summarization skill, write to close_notes.
4) Change Risk Assessment Agent : Predict risk of a change request based on historical change failures. Approach : Feed change fields (CI, type, past related incidents etc) into agent, output risk score to a custom field, flag if high risk.
Also I have build my Custom NASK which you can try to get better hands on :
Now Assist Custom Skill Kit - Update Set Summarizer
If my response helped mark as helpful and accept the solution.
