Service Now Dynamic Smart Routing & Prioritization Engine

[MuddanKT]

Thrilled to share what I recently built using #BuildWithBuildAgent 🤖✨ as part of the #ServiceNow challenge!

Using only natural-language instructions, I designed a fully functional, Out-of-the-box OOTB-compliant Dynamic Smart Routing & Prioritization Engine for Incident and Request Management — no scripting, no manual configuration, no technical overhead.

The goal? To eliminate legacy, inconsistent ITSM triage processes and replace them with a clean, automated, intelligence-driven engine.

🔥 What makes this solution different

The entire prioritization and routing logic is powered by the CSDM and Business Service Criticality.

No more dependency on poor CMDB quality, manual assignments, or heavily customized workflows.

💡 What we achieved

Dynamic ticket prioritization
Smart, accurate assignment routing
Automated SLA enforcement
Strict adherence to OOTB & upgrade-safe design

A scalable automation layer aligned with ServiceNow best practices
This experience truly shows how powerful ServiceNow becomes when workflow automation meets intelligent predictions.

Proud and excited to see how AI-driven development with BuildAgent can transform IT operations into a value engine.

Thank you, ServiceNow teams & community, for inspiring continuous innovation!
ServiceNow • ServiceNow AI Research • ServiceNow Community • ServiceNow Partners

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