https://www.servicenow.com/community/the-community-week-blog/unpacking-labs-build-an-ai-agent/ba-p/3418668 <P><div class="video-embed-center video-embed"><iframe class="embedly-embed" src="https://cdn.embedly.com/widgets/media.html?src=https%3A%2F%2Fwww.youtube.com%2Fembed%2FrW3RaTl8Z7A%3Ffeature%3Doembed&amp;display_name=YouTube&amp;url=https%3A%2F%2Fwww.youtube.com%2Fwatch%3Fv%3DrW3RaTl8Z7A&amp;image=https%3A%2F%2Fi.ytimg.com%2Fvi%2FrW3RaTl8Z7A%2Fhqdefault.jpg&amp;type=text%2Fhtml&amp;schema=youtube" width="600" height="337" scrolling="no" title="Unpacking Labs - Build an AI Agent" frameborder="0" allow="autoplay; fullscreen; encrypted-media; picture-in-picture;" allowfullscreen="true"></iframe></div></P> <P>&nbsp;</P> <P data-start="1969" data-end="2029"><STRONG data-start="1969" data-end="2029">Building AI Agents Together: A Community Lab Walkthrough</STRONG></P> <P data-start="1969" data-end="2029">&nbsp;</P> <P data-start="2031" data-end="2203">As part of ServiceNow’s Community Week, we gathered some of our illustrious MVPs to dive into the “Build an AI Agent” lab. Together, we build an Agentic Workflow, design an AI agent, wire it up with tools, and test it while navigating version differences, overlooked prompts, and a surprise Abraham Lincoln impersonation from the LLM.</P> <P data-start="2031" data-end="2203">&nbsp;</P> <P data-start="2558" data-end="2576"><STRONG data-start="2558" data-end="2576">What We Built:</STRONG></P> <P data-start="2558" data-end="2576">&nbsp;</P> <UL data-start="2577" data-end="2811"> <LI data-start="2577" data-end="2624"> <P data-start="2579" data-end="2624">An <STRONG data-start="2582" data-end="2602">Agentic Workflow</STRONG> to orchestrate tasks.</P> </LI> <LI data-start="2625" data-end="2708"> <P data-start="2627" data-end="2708">A <STRONG data-start="2629" data-end="2658">Knowledge Expert AI Agent</STRONG> with tools to read and update knowledge articles.</P> </LI> <LI data-start="2709" data-end="2811"> <P data-start="2711" data-end="2811">A <STRONG data-start="2713" data-end="2728">script tool</STRONG> to pull in article content and another to rewrite the content based on user input.</P> </LI> </UL> <P data-start="2813" data-end="2833">&nbsp;</P> <P data-start="2813" data-end="2833"><STRONG data-start="2813" data-end="2833">What We Learned:</STRONG></P> <P data-start="2813" data-end="2833">&nbsp;</P> <UL data-start="2834" data-end="3602"> <LI data-start="2834" data-end="3001"> <P data-start="2836" data-end="3001"><STRONG data-start="2836" data-end="2854">Prompts Matter</STRONG>: You need to speak to the AI like a person, not a developer. Leave technical terms to the tools, and describe tasks like you would to a colleague.</P> </LI> <LI data-start="3002" data-end="3131"> <P data-start="3004" data-end="3131"><STRONG data-start="3004" data-end="3032">Supervised vs Autonomous</STRONG>: Let your agent ask before it does something dangerous, but keep it streamlined for simpler steps.</P> </LI> <LI data-start="3132" data-end="3334"> <P data-start="3134" data-end="3334"><STRONG data-start="3134" data-end="3161">The Version Gap is Real</STRONG>: With different attendees on different releases (Zurich vs Yokohama), we saw feature differences and even errors. Be ready to adapt if you're using a PDI or newer instance.</P> </LI> <LI data-start="3335" data-end="3465"> <P data-start="3337" data-end="3465"><STRONG data-start="3337" data-end="3354">Output Varies</STRONG>: Even with identical prompts, each of us got different article rewrites. AI is powerful—but not deterministic.</P> </LI> <LI data-start="3466" data-end="3602"> <P data-start="3468" data-end="3602"><STRONG data-start="3468" data-end="3500">Security and Access Controls</STRONG>: As the platform evolves, access management is becoming increasingly important in AI agent execution.</P> </LI> </UL> <P data-start="3604" data-end="3857">&nbsp;</P> <P data-start="3604" data-end="3857">This lab gave us the opportunity to not only build something together but also talk about how these agents could be applied in real-world scenarios including everything from troubleshooting C3 issues to evaluating document compliance or even scrubbing HIPAA data.</P> <P data-start="3604" data-end="3857">&nbsp;</P> <P data-start="3859" data-end="4070">Whether you're an AI agent newbie or already building complex agentic workflows, this session offers real examples, gotchas, and collaborative insights into what’s possible with the latest ServiceNow AI tooling.</P> <P data-start="3859" data-end="4070">&nbsp;</P> <P data-start="4072" data-end="4262"><span class="lia-unicode-emoji" title=":rocket:">🚀</span> Try the lab for yourself at <A class="decorated-link" href="https://nowlearning.servicenow.com/" target="_new" rel="noopener" data-start="4103" data-end="4163">ServiceNow University</A><BR data-start="4163" data-end="4166" />🧰 Don’t forget to subscribe and check out the rest of our Community Week labs and live streams!</P> Tue, 04 Nov 2025 21:00:00 GMT Travis Toulson 2025-11-04T21:00:00Z https://www.servicenow.com/community/the-community-week-blog/unpacking-labs-build-an-ai-agent/ba-p/3418668 <P>In this Community Week special episode, Travis Toulson and three ServiceNow MVPs dive into the “Build an AI Agent” lab—live and unscripted. Watch them troubleshoot, test, and laugh their way through Agentic Workflows, tool creation, and some unexpected AI outputs (yes, even Abraham Lincoln makes an appearance).</P> Tue, 04 Nov 2025 21:00:00 GMT https://www.servicenow.com/community/the-community-week-blog/unpacking-labs-build-an-ai-agent/ba-p/3418668 Travis Toulson 2025-11-04T21:00:00Z