Can Virtual Agent access documents attached to sys_user record using Agentic flows?

Mohamed_009
Tera Contributor

2 hours ago

Hi Community,

I’m exploring the capabilities of Agentic flows with Document and Visual Insights (DVI Agent) and would like to confirm a use case.

Use case:
We have documents attached to the User Profile (sys_user record), for example:

  • ID proof

  • Offer letter / employment documents

  • Address proof

  • Other employee-related documents

My question is:

If a user interacts with Virtual Agent and enters a prompt like:

  • “What is my employee ID?”

  • “What is my joining date from my offer letter?”

  • “Show details from my attached documents.”

Can the AI Agent automatically:

  1. Fetch the attachments from the logged-in user’s profile (sys_user record)

  2. Understand those documents

  3. Answer the user’s question using the information from the attached documents?

In short, can Virtual Agent + Agentic flows use documents attached to the user record as context and answer questions dynamically?

If yes, could you please share:

  • Recommended architecture / approach

  • Whether this should be implemented using Agent Studio / AI Agent orchestration

  • Any best practices or limitations

Thanks in advance for your guidance!

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2 REPLIES 2

Dr Atul G- LNG
Tera Patron

2 hours ago

Hi @Mohamed_009 

 

https://www.servicenow.com/community/now-assist-articles/building-agentic-flows-that-can-understand-...

 

CC:

@Loic1 

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rpriyadarshy
Tera Guru

5m ago

@Mohamed_009  few points i was thinking.

 

End User will not have any kind of License/role i assume. So, as end User i don't think IN any way Service-now Security/ACL will Allow to access those data with End User Permission Roles. As Now Assist/Agents will not bypass record security or attachment permissions.

 

AI Agents cannot automatically “understand” offer letters or ID proofs unless those documents are explicitly ingested into a RAG-capable source (e.g., Knowledge Base or AI Search index) with Proper Permissions/Roles.
you must build a custom Agentic flow: fetch attachments via Flow/API, extract text , and pass it as controlled context to the LLM.
 
Trigger that Agentic Flow from VA Topic.
 
Regards
RP
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