---
sourceDocument: Yokohama Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/employee-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Agentic workflow

# Using agentic workflow in ServiceNow Otto for Legal Service Delivery (LSD) {#ariaid-title1}

* Release version: Yokohama
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Use agentic workflows for Legal Service Delivery to analyze general legal requests, predict the appropriate legal category, and initiate a transfer after confirmation from the legal fulfiller or group manager.
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| Agentic workflow name | Description | Available AI agents |
|-|-|-|
| Triage legal requests | Uses AI agents to analyze general legal requests, predict the appropriate legal category, and initiate a transfer upon a confirmation from the legal fulfiller. The agentic workflow enhances response times, reduces manual tasks, and improves overall productivity. Note: The agentic workflow is triggered in the Now Assist panel. It is not supported in the Virtual Agent panel. | * Record field value prediction AI agent * Transfer legal request AI agent {#agentic-ai-now-assist-lsd__ul_cd2_xq4_x2c} |
[Table 1. Available agentic workflows for Legal Service Delivery AI Agent Collection]

{#agentic-ai-now-assist-lsd__table_bqn_lt4_x2c}  
Important:  
By default, all agentic workflows and AI agent records are read only.

For more information on the AI agents, see [Now Assist
AI agents](https://www.servicenow.com/docs/access?context=na-ai-agents&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US).  
To modify an agentic workflow, you must first duplicate it, and then update it. For more information, see:

* [Duplicate an agentic workflow](https://www.servicenow.com/docs/access?context=clone-aia-usecase&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US)
* [Create an agentic workflow](https://www.servicenow.com/docs/access?context=configure-use-case-ai-agents&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US)
* [Modify an agentic workflow](https://www.servicenow.com/docs/access?context=modify-aia-use-case&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US)

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Note:  
* When you modify an agentic workflow, AI agents, or tools, make sure that you update all instructions accordingly.
* If you have a customized triage legal request agentic use case, update the script include of the business rule with the sys_id of the customized use case. For more information, see [Activate the business rule for the Triage legal requests agentic workflow](https://www.servicenow.com/docs/ot37~re6B6kLx5SP4Oo5cA "Activate the business rules for the Triage legal requests agentic workflow in the ServiceNow Otto for Legal Service Delivery (LSD) application.").
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Looking for an AI agent?

* There might be AI agents installed with the Now Assist application that are not used in agentic workflows. To learn how to see all agents that are available on your instance, see [Find AI agents](https://www.servicenow.com/docs/access?context=find-ai-agents&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US).
* To find agents that might not be installed on your instance, visit the [AI Agent Marketplace](https://store.servicenow.com/store/ai-marketplace) on the ServiceNow Store.
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* **[Configuring the Triage legal requests agentic workflow](https://www.servicenow.com/docs/z2OxdmHJckms0fKWKvNAvQ)**   
  You can configure the Triage legal requests agentic workflow in the ServiceNow Otto for Legal Service Delivery (LSD) application to analyze the general legal requests, predict the appropriate legal category, and initiate a transfer when a legal fulfiller or group manager confirms the request.
* **[Triage legal requests agentic workflow](https://www.servicenow.com/docs/0jjniKh8BYsGmtxcFhFVQg)**   
  Use the Triage legal requests agentic workflow to predict the appropriate legal category and to initiate a transfer after a confirmation from the legal fulfiller or group manager.