Configuring agentic workflows in Financial Services Operations

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Configuring agentic workflows in Financial Services Operations

    This guide explains how ServiceNow customers can activate, modify, and manage agentic workflows within Financial Services Operations (FSO) using Now Assist in AI Agent Studio. Agentic workflows are initially inactive and read-only, requiring duplication for modification. The configuration includes setting triggers, activating agents, managing access, and selecting language model service providers.

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    Activating and Modifying Agentic Workflows

    • Activation: Navigate to AI Agent Studio’s “Create and manage” section, select the desired agentic workflow, define and activate the trigger by setting it to active, and save changes.
    • Modification: Duplicate the default read-only agentic workflow. Then activate the duplicated workflow, its agents, and associated triggers to enable automatic invocation. Update all instructions accordingly to reflect changes.

    Access Control and Security

    • Access Control Lists (ACLs): Manage user permissions for discovering and invoking agentic workflows and AI agents via ACLs in AI Agent Studio. Predefined ACLs exist for common workflows such as case summarization, disputes intake, and fraud resolution.
    • Role Masking: Restrict roles and privileges of agentic workflows during tool execution. Specific roles (e.g., snbomcreditcard.disputeagent) must be included in user access and security control configurations to ensure proper permissions.
    • Data Access Settings: Update data access roles to enable workflows like resolving friendly fraud, ensuring all necessary roles are included in security and data access configurations.

    Additional Configuration

    • Language Model Service Provider Selection: Choose the appropriate AI service provider for agentic workflows and AI agents within the Now Assist Admin console to tailor AI capabilities.

    These configurations empower ServiceNow customers to efficiently deploy AI-driven workflows tailored for financial services, improve automation, ensure secure access, and customize AI interactions to meet organizational needs.

    Activate and modify agentic workflows for Now Assist for FSO in AI Agent Studio.

    Activating agentic workflows

    Agentic workflows in FSO are inactive by default. To activate a workflow:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select the agentic workflow.
    3. In the guided setup, select Define trigger.
    4. Select the agentic workflow trigger in the list.
    5. In the Edit trigger form, set Active to true.
    6. Select Save.

    Modifying agentic workflows

    Important:
    By default, all agentic workflows and AI agent records are read only.
    To modify an agentic workflow, you must first duplicate the agentic workflow, and then proceed with the following steps:
    • Activate the agentic workflow.
    • Activate the agent within the agentic workflow.
    • Activate the trigger to invoke the agentic workflow automatically.
    Important:
    When you modify an agentic workflow, AI agent, or tool, make sure that you update all instructions accordingly.

    For more information on activating agentic workflows, triggers, and agents, see Activate an agentic workflow template and Modify an AI agent.

    For more information on agentic workflows in FSO, see Using agentic workflows in Now Assist for Financial Services Operations (FSO).

    Choosing a language model service provider

    You can choose which service provider to use for AI agents and agentic workflows in the Now Assist Admin console.

    Access control lists

    AI agent ACLs determine which users have permissions to discover and invoke an agentic workflow or AI agent.

    Configure and manage these ACLs for agentic workflows and AI agents in the AI Agent Studio.

    Predefined ACLs exist in Now Assist for FSO for the following:
    • Case summarization skills
    • Disputes intake via Virtual Agent
    • AI agents and agentic workflows in Help Resolve Friendly Fraud
    • Subflows used in Disputes intake via Virtual Agent
    • Subflows and subflow actions used in the Help Resolve Friendly Fraud agentic workflow

    See Implement access control in Now Assist AI agents for more information.

    Role masking

    Required roles: sn_bom_credit_card.dispute_agent, sn_bom_credit_card.dispute_agent_connector.

    Role masking enables users to limit the roles and privileges of agentic workflows during tool execution. Agentic workflows and their AI agents that get installed with Now Assist applications are assigned pre-defined roles. If you select Users with specific roles for user access, you must configure the security controls to include these roles. Data access settings must also include these roles. For the instructions to change the security controls, see Define security controls for an agentic workflow.

    In the data access settings, you must also add the necessary roles to Resolve friendly fraud using Agentic AI.