If you miss any content, please leave it as a comment and I will add it to this article.
ℹ️ For similar topics, I have written individual articles:
➡️ Generative AI (Controller)
➡️ Now Assist
| Table of Contents |
My library Knowledge Sources To Go is very popular, but it was intended mainly as a thematically grouped guide to standard sources and was provided by me as a PDF file. For certain topics, however, there is so much content that I can no longer include it in that document, as it cannot continue to grow forever.
For this reason, I have decided to handle such topics in individual community articles like this one instead.
What is Agentic AI?
ServiceNow's Agentic AI represents a significant advancement in enterprise automation, moving beyond traditional chatbots to create AI agents that can autonomously handle complex tasks across departments. Unveiled in January 2025, ServiceNow's AI Agent Orchestrator serves as a control tower that coordinates specialized AI agents working together across systems and workflows. These agents have access to billions of pieces of information and millions of automations within the ServiceNow platform, enabling them to understand business contexts, adapt to needs, and take autonomous actions to complete work. Unlike single-function AI solutions, ServiceNow's approach integrates AI directly into its unified platform architecture, allowing for seamless collaboration between agents handling different aspects of complex processes like customer onboarding or incident resolution. With thousands of pre-built AI agents for IT, customer service, HR, and other functions, plus the AI Agent Studio for building custom agents, organizations can implement intelligent automation across various industries including healthcare, finance, manufacturing, and public sector services to reduce manual workloads, accelerate decision-making, and enhance customer experiences.
Entry point to the official product information
Entry point to the official product documentation
Summarized information in one PDF document
Implementation Guides
To help navigate the leading-edge capabilities in our AI Agent suite, we have created five guides aligned with our Now Create implementation methodology stages:
AI Agents FAQ and Troubleshooting
Trainings & Courses
AI is reshaping how business gets done. This learning path helps you understand what that means for your role—and how to take advantage of it. You’ll explore the fundamentals of AI, learn what responsible use looks like, and gain practical experience using ServiceNow’s AI-powered tools to work smarter and drive value.
Get familiar with agentic AI and how AI agents increase productivity across every person and process.
Articles & Blog Posts
2025-02-13 by @SylvainHauserN2
AI Agents: Hands-On Demo + Setup Walkthrough
Looking to build your first AI agent? This article is for you!
2025-02-21 by @ChrisSteinke2
A simple AI Agent - the most valuable solution I have ever created
I know we all say that Generative AI has a huge potential, but it didn't hit home until I implemented probably the coolest and most valuable feature I have ever implemented in about 2 hours. Check out this Project / Portfolio use case, which can be applied to any area.
2025-03-12 by @Goran WitchDoc
AI Agent Orchestrator in ServiceNow: Transforming Enterprise Automation
In today’s fast-paced digital landscape, businesses are inundated with tasks that span multiple systems and departments. ServiceNow has introduced AI Agent Orchestrator, a groundbreaking capability designed to coordinate and optimize the performance of AI agents across the platform. But what does this mean for you as a ServiceNow user, architect, or developer? Let’s dive in.
2025-03-12 by @Victor Chen
Introducing AI Agents: Unlock autonomous productivity at scale
By now you've undoubtedly heard of Agentic AI powered by large language models that autonomously plans, reasons, and takes proactive actions. It has the ability to transform automation from pre-scripted workflows to dynamic problem-solving. This exciting innovation now comes natively to the ServiceNow Platform in our latest release. In the Yokohama GA release, AI Agents is available to all customers who have Now Assist!
2025-03-12 by @tarek_elkelani
Create your own AI Agent! A walkthrough on creating an AI Agent using AI Agent Studio
2025-03-21 by @John Zhang1
Agentic AI (AI Agent) Development Guidelines and Use Cases (Hands-on Experience)
The propose of this blog is to walkthrough the Agentic AI development steps so you are able to use this blog as a reference to build your own Agentic AI solution.
2025-04-04 by @Victor Chen
AI Agent tools – Getting the most out of your agentic workflows
AI Agent tools are essential to bringing your AI Agents from intelligence to action. See below for tips on how to optimize the usage of AI Agent tools.
2025-08-07 by @Dan Andrews
Advanced AI Agent Instructions Guide: ServiceNow Edition
Critical Instruction Anchoring involves strategic placement of essential requirements that ensure consistent AI agent behavior by "anchoring" critical instructions at key positions within the prompt structure. These anchors prevent instruction drift and maintain focus on essential requirements throughout the agent's execution process.
2025-09-09 by @Victor Chen
Introducing AI Agent Fabric - Enable MCP and A2A for your agentic workflows
AI Agent Fabric enables seamless cross-organizational cooperation for the digital AI Agent workforce. Leverage an ecosystem of agent interoperability with A2A. Equip ServiceNow AI Agents with best-of-breed external tools via MCP, expanding AI's reach and avoiding redundancy.
Videos & Podcasts
2025-01-25 by ServiceNow Dev Program
What Is Agentic AI and Why Should I Care?
In today’s solo-Lauren episode of Break Point, we will be diving into the hottest topic on the market - Agentic AI - specifically what it is, how it's being utilized on the ServiceNow platform, and why this is such a big deal for developers!
2025-03-20 by ServiceNow Community
Now Assist Skill Kit - Build Your First Assistive AI Agent
In this video, I’ll show you how to configure AI Agents in ServiceNow using the Now Assist Skill Kit (NASK)! We’ll walk through the process of building an assistive AI Agent designed to help Change Planners by automatically generating Backout Plans — saving time and reducing errors.
2025-02-25 by Quentin
AI-Powered Automation: ServiceNow AI Agent + Workflow Data Fabric in Action
ServiceNow AI Agent in action as it seamlessly integrates with Workflow Data Fabric to automate decision-making and execute actions across external systems. In this demo, the AI Agent intelligently processes a request, leverages real-time data insights, and takes the right steps to fulfill it—demonstrating the power of AI-driven automation.
2025-03-17 by ServiceNow Dev Program
AI Agent Studio: The Next Evolution in Intelligent Workflows
In a recent live session, Victor Chen takes us through the capabilities of AI Agent Studio, showing how it extends beyond traditional automation by allowing AI-driven decision-making within workflows.
2025-03-17 by Daniel's ServiceNow Bytes
How to Configure a ServiceNow AI Agent
In this step-by-step tutorial, I'll show you how to configure a ServiceNow AI agent to pull information from the Open Movie Database (OMDB) and store it in ServiceNow, all without writing a single line of code! Whether you're a beginner or an experienced user, this guide will help you set up the AI agent quickly and efficiently.
2025-03-20 by ServiceNow Community
Protecting sensitive data when using AI Agents and Now Assist
In this video, you'll learn how you can protect your organization's sensitive data when using AI Agents and Now Assist.
2025-03-25 by ServiceNow Community
Resolution Notes Coach - Improve Resolution Notes with AI Agents
Boost the quality of your resolution notes with by using AI Agents to create a Resolution Notes Coach! Built using the Now Assist Skill Kit (NASK) & Flow Designer, this innovative solution leverages AI to score resolution notes based on quality and provide actionable guidance for improvement. What makes it unique? Instead of using a UI Action, we call the Skill Kit Skill from a Flow, parsing the LLM’s response to extract both a quality score and specific improvement suggestions, all from a single prompt!
2025-03-25 by ServiceNow Fast
Building a ServiceNow AI Agent to Automate Travel Approvals in Under 10 Minutes
Manual travel approvals taking too long? In this video, we show how to streamline and automate the process using ServiceNow AI Agents — from identifying the bottleneck to building and deploying a fully functional AI-powered approval workflow.
2025-03-31 by ServiceNow Fast
Driving Business Transformation with ServiceNow AI Agents
In this webinar, you'll learn how ServiceNow is pioneering the way for Agentic AI for the Connected Enterprise. We'll demystify AI agents, showcase a live demo of how ServiceNow uses AI Agents internally, and explore how these intelligent agents can transform your operations by seamlessly integrating and automating workflows.
2025-04-02 by ServiceNow Community
Operationalizing ServiceNow Agents
AI Agents in ServiceNow are powerful, but how do you operationalize them effectively? In this late-night coding session, we’ll go beyond the basics and dive into practical ways to make AI Agents work for you. Instead of an end-to-end build, we’ll focus on real-world operational use cases.
2025-04-03 by ServiceNow Community
AI Agents, unlock autonomous productivity at scale
In this session we cover AI Agents, unlocking autonomous productivity at scale.
2025-04-03 by ServiceNow Adventures with Anders
ServiceNow Adventures with Anders - Trying out AI Agents - part 1
AI Agents are HERE, so let's them to work! Let's learn how they work, together, the hard way - let's just dive into it, not read docs, not ask for help, and just hammer away on the keys. On a serious note - as an architect, I believe that to truly understand something, we need to play around with it, make mistakes, get some wins and take some losses. In the end, the goal is to understand something well enough to deliver great outcomes to our customers!
2025-04-04 by ServiceNow Community
Feature Shorts: Triage Cases (Admin Experience)
Let's discover how system administrators can leverage CSM's first AI Agent Collection to triage cases through intent and sentiment analysis, verification of case, attachments and customer data in order to provide with the most contextual and effective responses for your customers.
2025-04-04 by Now AiMinute
Create a ServiceNow AI Agent — The Simplest Step-by-Step Guide
Learn how to create a ServiceNow AI Agent in the simplest way possible! From setting up the agent to adding tools and testing — everything explained in easy, everyday language. Perfect for beginners and anyone who wants to start with AI Agent Studio quickly.
2025-05-28 by ServiceNow Community
Join Ask the Experts host Allen Andreas as he welcomes MVP John Zhang who will conduct an interactive session highlighting real-world Agentic AI use cases.
2025-08-02 by ServiceNow Community
Building workflows to be used as tools in AI Agents
Curious how to build intelligent, scalable AI agents on the ServiceNow platform? In this episode of Platform Academy, Sharon Barnes hosts Victor and Lisa for a practical, in-depth session.
2025-08-02 by ServiceNow Community
Using Web search with AI Agents
Troubleshooting
Known Error Portal
Pre-configured filter for the respective topic. Remove the query string or modify the filters on the left side if you want to narrow down the search results in a different way.
Selected Articles
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