Dexter Chan
ServiceNow Employee
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3 weeks ago
Redefining Agent Productivity: ServiceNow's Next-Gen Tools in Zurich
The Zurich release is here, and with it comes a wave of features designed to improve the agent experience in ServiceNow. In our latest Platform Academy session, Dexter Chan and Samyuktha Reddy walked through the major innovations in agentic workflows and updates to the agent experience.
Smarter Agentic Workflows
Two new out-of-the-box workflows now help agents work faster and smarter:
- Image-to-Incident: Instead of filling out forms, agents (or requesters) can upload a photo. AI recognizes what is in the image whether it’s a broken chair, a malfunctioning laptop, or a compliance issue, and automatically creates a properly categorized incident, complete with priority and description.
- Generate My Work Plan: With one prompt, AI reviews all of an agent’s assigned tasks and builds a structured daily plan. It accounts for SLA deadlines, historical resolution times, and priority levels, giving agents clarity at the start of their day.
Behind the scenes, these workflows orchestrate multiple AI agents for image processing, visual insights, and incident record creation.
Enhancing the Agent Experience
Zurich has brought major improvements to aid all agents worldwide:
- Now Assist Panel which now supports a dynamic, floating window that can be resized or moved anywhere on the screen which is perfect for multitasking.
- Sidebar threaded discussions enabling cleaner agent-to-agent collaboration while still integrating with tools like Teams and Slack.
- Email recipient recommendations which help agents intelligently auto-add recipients, reducing errors in critical communications.
- Workspace quality of life updates including: unsaved field indicators, label wrapping, and a complete revamp of lists for faster resolution.
Why it Matters
Together, these innovations mean agents spend less time on repetitive work and more time resolving issues. For platform admins, the improvements show ServiceNow’s commitment to augmenting enterprise-grade AI with the needs of human agents. If you are on Zurich (or upgrading soon), these features are worth exploring.
Chapters
0:00 - Introduction & Logistics
1:16 - Meet the Speakers: Dexter & Samyukta
Platform OOTB Agentic Workflows:
2:44 - Zurich Agent Workflows Overview
3:39 - Demo: Image-to-Incident Workflow
11:01 - Demo: Generate My Work Plan Workflow
Workspaces and Sidebar:
19:20 - Dexter on Zurich Agent Experience Enhancements
20:16 - Now Assist Panel: Dynamic Window
26:28 - Sidebar Threaded Discussions Demo
30:14 - Workspace Updates Overview
33:24 - Workspace List Enhancements Demo
38:26 - Wrap-Up & Future Platform Academy Sessions
Q&A from the session:
AI Agents & Agentic Workflows:
Q: What license is required for Process image for tasks and generate my work plan agentic workflows? and what roles and plugins required to activate?
A: Professional or Enterprise+. Available in YP6 - ZP1.
Plugins: Must have Now Assist for Platform (included with apps like Now Assist for ITSM).
Users need role: sn_uxc_gen_ai.platform_ai_image_processor.
Q: Can QR codes be used in process images for task workflows (e.g., scan item, choose repair option)?
A: Yes. The “Process Images for New Tasks” agentic workflow in ServiceNow supports image-based task creation, including scenarios where QR codes are part of the image. This is commonly used in hardware asset management workflows.
Q: Are there enhancements for human agents in Zurich?
A: AI agents are not human agents. However, human agents can supervise AI agents by changing settings from autonomous to supervised.
Q: Is this a good solution for asset tags to return computer info?
A: Yes. It’s recommended to speak with your account team for a demo.
Q: Is there no way to edit before the incident is created?
A: Yes, there is a way to edit before an incident is created when using the “Process Image to Task” agentic workflow in ServiceNow.
How It Works: When a user uploads an image (e.g., a QR code, broken device, or error screen), the workflow:
- Analyzes the image using AI agents.
- Prepares a draft incident record with suggested values like short description, category, and priority.
- Prompts the user to review and confirm the details before the incident is officially created.
This means users can accept, modify, or reject the AI-generated incident before it enters the system—giving full control over the creation process.
Q: Are there safety guidelines for the “Process Image for Tasks” agentic workflow in ServiceNow—specifically in cases where unsafe behavior is detected?
A: Currently, Zurich only creates incidents, and we have plans for future enhancements. Automatic detection of unsafe behavior from images (e.g., safety violations, hazardous conditions) is not yet supported. The current workflow for now:
- Does not trigger emergency responses.
- Does not flag safety risks automatically.
- Relies on the user to interpret and act on image content.
Q: Does the incident indicate it was created by AI?
A: Yes. When an incident is created through an agentic workflow in ServiceNow, it indicates that it was created by an AI agent.
Q: Can ServiceNow share customer experiences with these tools?
A: Yes. Visit https://www.servicenow.com/customers.html.
Workspaces & Sidebar:
Q: Is there a plan to add auto-save to workspace records?
A: No but there is an indicator to visually display that an update has been made without a save.
Q: Can we change header report title colors like legacy reports?
A: UI Builder allows flexibility in fonts/colors.
Q: How many 'assists' does summarization consume?
A: Depends on tasks performed. Entitlements can usually be found in legal schedules or your account team can be reached out to.
Q: When will NAP be available for request fulfillment?
A: TBD since Workspaces are the primary way to fulfill requests.
Q: How does security work on sidebar discussions with multiple cases?
A: Need more information.
Q: Are quick actions only available with Now Assist?
A: Sidebar chat quick actions are available regardless of Now Assist.
Q: Will email response templates work in Configurable Workspace?
A: Email response templates are available in Workspaces.
Q: Is email ability in workspace records turned on by default?
A: Yes, but admins can disable it.
Q: How is “My List” created or opened?
A: It’s the List Page Template in Zurich. Can be created via page variant in UI Builder.
Q: Does new related list functionality eliminate need for database views?
A: Not at this time.
Q: Are list capabilities limited to Workspace?
A: Lists are available in UI16 or Workspaces but we recommend using Workspaces as they are the modern UI for fulfillers to view and complete their work.
Q: Are card layout and operator options available in Yokohama?
A: Available in Yokohama Patch 6 or Zurich Patch 1 and must be enabled in UI Builder via the Simple List Page Template.
Q: Is the new list view for all Workspaces (e.g., HR)?
A: While the new Simple List Page is available for all Workspaces, not all have updated to the new list page. If you need to configure it on a Workspace, add a new page variant and select the “Simple List Page Template” from UI Builder or wait for the BU to update their Workspace.
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