Overview
Agentic Workflows bring AI driven, multi step execution directly into the flow of work, embedded inside records and workspaces. Instead of switching to a separate conversational surface, users can trigger, supervise, and review AI workflows exactly where they already work, with clear visibility into what the AI is doing and why.
Learn more about In-Product Agentic AI in our product documentation.
What Problem We're Solving
Today, users face several challenges when using AI for complex work:
- Context switching: Users must leave their record or workspace to engage AI, breaking focus and slowing work.
- Low trust in AI outcomes: Traditional AI experiences act as black boxes, offering limited insight into how decisions are made.
- Fragmented execution: Multi-step AI tasks are difficult to monitor, supervise, or course-correct once started.
- Inconsistent UX across workflows: Different AI workflows behave differently, increasing cognitive load and reducing adoption.
Agentic Workflows solve these problems by bringing AI execution into the record, standardizing how workflows are triggered, supervised, and reviewed, and making AI activity visible and understandable at every step.
Business Use Case Examples
The business use cases where this capability would be beneficial are those in which a fulfiller persona (human agent) has one or more Agentic workflows that they frequently use to solve their tasks (cases, incidents, etc.). Instead of leaving the context of the record to trigger the workflow conversationally, they can now trigger it directly within the context of their task.
The processing, status, input (for supervised workflows), and final output (including cited sources) are all surfaced within the record via the Contextual Side Panel, Tab, or Modal (coming soon), depending on how it has been configured. This enables the fulfiller to stay within the context of the issue they are working on while still easily leveraging their most frequently used Agentic workflows.
Now Assist Panel vs In‑Product Experience
The Now Assist Panel provides fulfillers with capabilities that go beyond merely triggering Agentic workflows. Previously, users lacked an organized method to locate completed or in-progress workflow runs associated with a specific record in the Now Assist Panel. The introduction of the new in-product experience addresses this gap by offering a contextual side panel. This panel enables users to view all relevant workflow details—including status, run history, and outputs—directly within their current workspace, eliminating the need to navigate away from their existing context.
The screenshot below displays the Now Assist Panel in a blue box on the right and the AI Activity contextual side panel for the in-product experience in a red box.
Where Users Find In-Product Experience
When the in-product experience UI action is enabled for an agentic workflow in AI agent studio with a specified table name, buttons will appear on the record page within workspaces and the UI16 record.
Upon clicking these buttons, the agentic workflow will be initiated, and new cards will be added to a contextual side panel, allowing users to monitor progress and view updates regarding the tasks being handled by AI agents.
Screenshot from a Workspace:
Screenshot from a UI16 Record:
- Record level indicators
- A subtle AI activity indicator appears directly on supported records (UI16 and Workspaces), signaling that agentic workflows are available or running.
- Contextual side panel (AI Activity)
- Clicking the indicator opens a side panel that shows all Agentic workflows associated with the record. Each workflow appears as its own card with status and progress.
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- To cancel an active workflow, select the three dots menu and choose the cancel option.
- To cancel an active workflow, select the three dots menu and choose the cancel option.
- Notifications
- When a workflow requires user input or approval, a notification alert is displayed for users to act. This helps users return and provide the necessary details so the workflow can continue.
- When a workflow requires user input or approval, a notification alert is displayed for users to act. This helps users return and provide the necessary details so the workflow can continue.
Supported Capabilities
Trigger Workflows
• Agentic workflows can be launched via UI action buttons on records or workspaces.
• Users do not need to open the Now Assist Panel or navigate away from their current interface to start these workflows.
Monitor Execution in Real Time
• Each workflow card displays the current status, such as "In progress," "Input needed," "Completed," "Failed," or "Canceled."
• Step-by-step processing is visible, allowing users to track the workflow’s progress, not just its outcome.
Supervise and Guide AI
• Agentic workflows pause at important moments to request human input. Supported input types include text, Yes/No, choice or multi-select, date selection, and approval or approve-all actions. This ensures that users can supervise and guide the AI as needed during the workflow execution.
Some of the Key Capabilities
Embedded Triggers in the Flow of Work
• Agentic workflows can be initiated directly from records or workspaces using UI actions or contextual buttons. There is no need to navigate to a separate AI panel or conversational interface.
Contextual Side Panel for AI Activity
• A record-level AI activity indicator opens a side panel that shows all agentic workflows related to the record. Each workflow is displayed as a dedicated card with its own lifecycle and status.
Real-Time Execution Visibility
• Users can monitor step-by-step progress as workflows run. Clear status indicators make it easy to understand what is happening at a glance, including statuses such as "In progress," "Input needed," "Completed," "Failed," and "Canceled."
Human Supervision and Input
• Workflows pause at defined checkpoints to request user input or approval. Supported input types include text, yes/no, choices, dates, and approval actions, enabling human-in-the-loop control while allowing autonomous execution between checkpoints.
Transparency Through Reasoning and Citations
• For supported workflows, users can view why the AI took specific actions and what data or sources informed those decisions. Reasoning and citations are foundational user experience patterns, not optional features.
Output Review Before Action
• AI-generated outputs such as plans, summaries, and recommendations can be reviewed by users before being applied. Users have the option to approve, reject, or modify outputs, and they can see comparisons between previous and proposed values where relevant.
In-Record Notifications
• Users receive notifications directly within the record when a workflow completes or requires attention. This approach ensures that no actions are missed without relying on external alerts or email notifications.
Setup Requirements
- License: Professional or Enterprise+
- Plugin Version: ZP7 / AP1 / YP13 — Store app v12.0.11
- Required Plugins:
- Now Assist for Platform (included with Now Assist for ITSM, CSM, and similar apps)
- com.glide.ai_record_activity
The screenshot below is an example for Now Assist for ITSM, which has also activated the dependency plugin Now Assist for Platform.
And the installed plugin ‘ com.glide.ai_record_activity’
- Roles:
- Fulfillers need their standard record-access roles
- Ensure workflow-specific roles are assigned for any workflow enabled for in-product experience
- Workspace Support: Service Operations and CSM workspaces are supported starting March 2026. Additional workspaces coming soon.
Note: This article applies to Zurich-Patch-7, Yokohama-Patch-13, and Australia-Patch-1 with Platform AI Agent & Skills app v12.0.11. For the latest updates, refer to the release notes or contact your account executive.
Demo
Find the demo from our recent academy session below.
What's covered in this session: An overview of the in-product feature and key capabilities released for March 2026, followed by a live demo and Q&A.
SectionTimestamp:
Overview 3:28 – 16:42
Demo 19:04 – 30:05
Q&A 30:08 – 36:29
Outcomes & Business Benefits
For end users (fulfillers and agents)
• Faster task completion with less manual effort
• Reduced context switching and cognitive load
• Higher trust in AI through visibility, reasoning, and control
For organizations
• More consistent and scalable AI adoption across workflows
• Standardized UX patterns that work across BUs and use cases
• Improved productivity without sacrificing governance or oversight
For the platform
• A cohesive, reusable in product experience for all agentic workflows
• Clear separation between workflow logic and experience patterns
• Foundation for future expansion of autonomous and supervised AI execution
Target Users & Personas
Any fulfiller or human agent persona accessing a record that has the in-product agentic experience enabled.
Activation & Config Steps
Activation details:
Go to All-> AI Agent Studio -> select the workflow and click on it
Navigate to 'Define security controls' and add all necessary security roles associated with the selected Agentic workflow.
To add UI button on a record page:
Navigate to "Select channels and status," add the table and condition, ensure the display is set to "on," and then click "Save and Test" to apply the changes.
System property details:
Navigate to sys_properties.list (System Properties) and confirm that 'com.glide.agentic_processes_view.enabled' is set Value to true.
If the system property is not found in your instance, you can create a new one with the same fields as shown above. Set the application to ‘@servicenow/sn-ai-engagement-experience' and the value to true.
Note: The system property com.glide.agentic_processes_view.enabled cannot be set to true by a customer admin. They must follow one of the three options in KB2762154: UI Action to trigger Agentic Workflows is not visible and enablement property is protecte....
Does it need any custom config steps for the contextual side panel applicable?
If you are utilizing the Service Operations workspace or CSM workspace, no further configuration is required for the new contextual side panel. Both workspaces are supported in the March release for in-product experience, and the feature will be available out of the box once the system property is activated as described above.
Note: Customers who wish to enable this feature early, before official support is extended to additional workspaces, may manually configure the contextual side panel via UI Builder. Please note that manual configurations are outside the scope of ServiceNow support.
Additional Resources
Explore platform product resources here,, and review the comprehensive list of useful materials as well as the additional agentic workflows covered.
Conclusion
Congratulations! 🎉 You've completed this tutorial.
The in-product experience for Agentic AI represents a significant step forward in how ServiceNow delivers AI-powered work execution. By embedding agentic workflows directly into records and workspaces, this capability eliminates context switching, builds user trust through transparency, and puts humans in control of every step of the process.
With real-time execution visibility, human-in-the-loop supervision, and standardized UX patterns across workflows, organizations can accelerate AI adoption with confidence. Fulfillers stay focused on the work that matters most, while AI handles the complexity behind the scenes — surfacing outputs, reasoning, and citations exactly where they’re needed.
Available starting March 2026 for Service Operations and CSM workspaces, this experience is designed to scale — with additional workspace support and expanded capabilities on the horizon. As ServiceNow continues to evolve its agentic AI platform, the in-product experience provides the consistent, reusable foundation that makes intelligent automation both accessible and trustworthy for every user.
Check out the Agentic Workflows End to End Setup Guide for more resources
