Live on ServiceNow: Platform Academy - Building workflows to be used as tools in AI Agents

Published on by Lolita Honkpo | Updated on

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.

They walk through: - What AI agents are and how they orchestrate complex workflows. - Using tools like subflows, flow actions, and decision tables to empower agents. - Designing robust prompts, validation gates, and fallback mechanisms to avoid errors. - Integrating AI agents with deterministic workflow automation for compliance and auditing. - A detailed live demo showing how an AI agent uses universal request data to decide whether to create an IT incident or HR case — plus error handling in action.

You’ll also get practical design tips: keep agent instructions clear, modularize logic, reuse tools, and always plan for edge cases.

Whether you’re a developer or architect, this is your blueprint for building AI that’s powerful, reliable, and enterprise-ready.

Platform Academy is your gateway to mastering the most critical aspects of the Now Platform. Designed specifically for platform owners, this session delivers expert-led insights into key topics including Upgrades, Platform Security, Mobile Apps, Knowledge Management, Now Assist, and the Next Experience. Whether you're optimizing performance, enhancing user experience, or preparing for what's next, this session equips you with the knowledge and tools to lead with confidence.

Don't miss out on the opportunity to connect with ServiceNow experts and get your questions answered! Register now to attend future sessions!

About Live on ServiceNow®: Live on ServiceNow is our latest event series to help you deploy, adopt, and achieve value faster from your ServiceNow solutions. Each event features an interactive discussion with a product expert, so be sure to come prepared with your questions! Click here to see the full catalog of LOSN events.