Agentic Workflows End to End Setup Guide

[Brad Tilton]

Now Assist

Agentic Workflows
End to End Setup Guide

A lot of time in the service lifecycle goes toward work that is structured and repeatable: sorting incoming requests, figuring out where to start on a case, tracking down context that should already be in front of you. Agentic workflows handle that layer automatically, so your team can spend more time on the work that actually needs their attention.

Start fast

Work plans are generated automatically so workers know where to begin before they even dig in.

Cut through the queue

Incoming work is triaged, categorized, and prioritized automatically, with no manual sorting required.

Resolve smarter

Relevant context and past cases surface automatically to speed up diagnosis and resolution.

Close with less effort

Resolution notes and wrap-up documentation are drafted automatically at the end of every case.

What's in this guide

This guide covers four agentic workflows that address some of the most time-consuming steps in service delivery. It walks you through setup from start to finish — preparing your instance (Yokohama Patch 11+/Zurich Patch 5+), installing plugins and store apps, configuring AI Search and the Now Assist Panel, managing roles and permissions, and testing end to end.

The articles below are organized in order, so you can follow along from setup through testing or jump to a specific step as needed.

Get Started: Setting the Foundations →

Workflows covered

Generate my Work Plan — structured action plan at the start of a case.

Triage and Categorize ITSM Incidents — classifies and prioritizes incidents without manual review.

Investigate and Resolve ITSM Incidents — surfaces context and past cases to speed up resolution.

Wrap Up and Resolve Incidents — drafts resolution notes and closure documentation automatically.

Articles in this guide

1

Setting the Foundations: Plugins, Tools, and Roles

Get your instance ready for AI Agents — plugins, permissions, and roles.

→

2

Activate and Configure the Agentic Workflows

Activate work plan generation, incident triage, and wrap-up workflows to help your team move faster.

→

3

Agentic Evaluation and Troubleshooting Guide

Run evaluations, debug agent behavior, resolve config issues, and keep your agents running smoothly.

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Training & Resources

🎓 ServiceNow University

Now Assist AI Agents Deep Dive

Contains Essentials course and hands-on labs.

Go to Course →

💬 Now Assist Community

Now Assist in AI Agents – Resource Guide

Community articles, FAQ/troubleshooting, prompting guide, and advanced features.

Visit Community →

📋 Adoption Memo

Sample AI Agent Adoption Memo

Ready-made memo to announce AI Agents to your service desk, with examples and screenshots.

View Memo →

▶️ AI Center of Excellence · YouTube Series

Build a Help Desk Agent in 10 Minutes — 3-Part Series

▶ Part 1: Getting Started ▶ Part 2: Configuration & Tools ▶ Part 3: Testing & Deployment

📄 Documentation

AI Agents Documentation Platform Agentic Workflows ITSM Agentic Workflows

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