This blog is a deep dive into the new Agentic AI features for the December 2025 release of the Workplace Service Delivery (WSD) Store Apps.
Plugins: Workplace Core, Workplace Central, Workplace Reservation Management, NowAssist for Workplace Service Delivery
I. Workplace Advisor overview
Space Planners and Facilities Managers face an increasingly complex challenge: making data-driven decisions in real-time while managing dynamic workplace environments. Workplace Advisor is our AI-powered solution designed to meet this challenge head-on by delivering intelligent insights and conversational support exactly when Space Planners most need it.
This innovative capability transforms how workplace teams operate by providing three critical advantages:
- First, it delivers actionable insights through automated, data-driven recommendations on space usage, attendance, and reservations via conversational, omni-channel experiences—enabling you to understand trends and make informed decisions without manual data analysis.
- Second, it empowers you to configure decision-ready indicators through customizable insight cards that surface key metrics, ensuring you always have the information needed to optimize space allocation and workplace efficiency.
- Finally, it enables proactive engagement by allowing facility teams to query reservation data through Now Assist and receive AI-powered guidance instantly, driving smarter and faster operational decisions.
Workplace Advisor demonstrates the power of AI working alongside workplace teams to add value and drive impactful decisions. Rather than replacing human expertise, it amplifies existing capabilities by surfacing insights which might otherwise be miss and answers questions in seconds that would traditionally require navigating multiple reports and systems.
With this Q4 2025 release, the Workplace Advisor is delivering 2 main capabilities:
1. Natural Language Q&A via the Now Assist Panel
Ask workplace reservation-related questions in natural language and receive contextual responses directly in the Now Assist panel. No need to remember specific report names or navigate complex dashboards—the Space Planner and Reservation Manager can simply ask questions as they would to a colleague.
This conversational interface makes workplace data accessible to everyone, regardless of their technical expertise or familiarity with the system.
2. Insight Cards on Workplace Central Analytic Dashboards
Workplace Advisor automatically generates Insight Cards that display key performance indicators for workplace operations. These cards provide at-a-glance visibility into critical metrics.
A few examples include:
- Occupancy rates across buildings, floors, and spaces
- Space utilization trends over time
- Reservation patterns and behaviors
- Environmental metrics that impact workplace experience
The Insight Cards appear directly on your Workplace Central analytics dashboards (Space Optimization, Occupancy Dashboard and Reservation Management), bringing the most important information to the forefront without requiring you to dig through reports or run custom queries. Each of the cards can be configure by the Workplace Admin as they determine which data should be analyzed and shown.
The Insights Cards get generated on a weekly basis analyzing the latest data. To ensure the information is proactively pushed to Space Planners, Reservation Managers and Facility Managers a weekly email with the key insights is sent out with the open to take quick action by selecting any insight and being redirected to the Workplace Central dashboards.
II. Setting up Workplace Advisor
1. Configuring the Workplace Advisor through the NowAssist panel
As part of this release, a Workplace Reservation QnA Agent is available to Reservation Managers enabling them to answer any workplace reservation related question via the NowAssist.
To enable the Q&A capability via the Now Assist, the Admin will first need to ensure the NowAssist panel is enable.
- To do so, navigate to the AI Agent Studio and seclect Overview.
- Continue by selecting the ‘Workplace Advisor QnA’ agentic workflow.
- Once on the Workplace Advisor QnA configuration page, go to ‘select the channels and status’ and enable the toggle for engage via the NowAssist panel’
- When enabled, select ‘save and test’
2. Configuring Workplace Advisor Insight Cards
The system allows Workplace Teams to configure Insight Cards which utilize GenAI, with the metrics that matter most to their organization. This customization ensures that the dashboard surfaces decision-ready indicators aligned with their organization's specific workplace strategy and operational goals.
The Workplace Admin can :
- Select which key performance indicators to display
- Define thresholds that trigger alerts or recommendations
- Customize the time periods for trend analysis
- Prioritize metrics based on your current workplace initiatives
1. Configuring the data source. Navigate to Workplace Insights > Data Source. The data source can either be from a table or indicator. Each of these configurations will then be used for defining the AI prompt configurations.
The data source can either be from a table or indicator. Each of these configurations will then be used for defining the AI prompt configurations.
Complete the data source setup by defining the source table and condition filter if the source selected is table or define the indicator and input the information related to the time period, step and aggregator. (Note: the indicators and configured through Performance Analytics).
2. Setting up AI Prompt Configurations. Multiple prompts are already delivered out of the box, however, to ensure these are reflective of the insights each organization needs more can be configured. Navigate to Workplace Insights > Configurations.
- Creating a new AI Prompt configuration, will require selecting the data source configure in step 1.
- The skill will be Workplace Insights.
- The category will define in which dashboard the insight will be shown, Space Management, Reservation or Workplace Connectors.
- AI Instructions, define the data analysis task that should be run.
- Threshold, provide instructions of how to analyze the data by setting limits and flags.
- Provide an example based on what you expect to see based on the AI instructions and thresholds defined above.
Finally, configure the user criteria to define who can visualize this insight.
Once the scheduled job has been run, the insights setup will be visible in Workplace Central. Note that the scheduled job is set to run weekly, this schedule can however be edited to run at a different frequency to match your organization's needs.
More information can be found on ServiceNow Docs.
