Platform agentic workflows

  • Release version: Zurich
  • Updated July 23, 2026
  • 2 minutes to read
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    Summary of Platform agentic workflows

    Platform agentic workflows in ServiceNow enable customers to leverage autonomous AI agents to achieve business outcomes through self-executing processes. These workflows automate tasks such as trend analysis, task classification, work planning, resolution generation, team productivity optimization, service improvement, problem investigation, image processing, and survey response suggestions.

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    Key Features

    • Predefined Agentic Workflows: ServiceNow provides several ready-to-use workflows, each associated with specific AI agents designed for distinct business functions:
      • Analyze task trends (Issue trend analysis AI Agent)
      • Classify tasks (Record field value prediction AI agent)
      • Generate personalized work plans (Prioritize work AI agent)
      • Generate resolution plans (Next best action recommendation AI agent, Resolution Action AI Agent)
      • Optimize team productivity (Work Allocator AI Agent)
      • Identify service improvement opportunities (Survey Analysis AI agent)
      • Investigate problems (Problem investigation AI agent)
      • Process images for tasks (Image Processor Agent, Document and visual insights AI agent)
      • Propose survey responses (Survey response suggestion AI agent, Survey filling data collection AI agent)
    • Activation and Execution: By default, agentic workflows and AI agent records are read-only. To enable autonomous execution, customers must:
      • Activate or duplicate the desired agentic workflow template
      • Activate all AI agents within that workflow
      • Activate the trigger for automatic invocation or run manually without the trigger
    • Tool Mapping and Configuration: Customers can review and manage tools mapped to specific AI agents within AI Agent Studio by navigating through the guided setup steps for each agentic workflow.
    • UI Actions Integration: Agentic workflows can be accessed via UI actions configured in AI Agent Studio. To ensure visibility of UI actions, the system property com.glide.agenticprocessesview.enabled must be set to true.
    • Agent Inventory: Some AI agents may be installed but not used in workflows. Customers can view all available AI agents through the 'Find AI agents' feature.

    Key Outcomes

    By utilizing platform agentic workflows, ServiceNow customers can automate complex and repetitive tasks, gain proactive insights into operational trends, optimize resource allocation, and enhance service quality through data-driven recommendations. This leads to improved operational efficiency, faster issue resolution, and better alignment of work priorities with business goals.

    You can use the available AI agents Platform agentic workflows to achieve business outcomes with self-executing autonomous AI agents.

    Use the following agentic workflows that are available with ServiceNow AI Platform.

    Table 1. Available agentic workflows for Platform

    Agentic workflow name

    Description

    Available AI agents

    Analyze task trends

    Detects recurring patterns, predicts disruptions, and enables proactive resolutions with actionable recommendations.

    Issue trend analysis AI Agent

    Classify tasks

    Triages tasks by updating fields, evaluating sentiment, and summarizing.

    Record field value prediction AI agent

    Generate my work plan

    Provides a personalized work plan based on current work and historical data of previous work.

    Prioritize work AI agent

    Generate resolution plan

    Analyzes tasks, generates resolution summaries, and updates comments or work notes.
    • Next best action recommendation AI agent
    • Resolution Action AI Agent
    Help optimize team productivity Identifies backlog items, evaluates team member performance on previous assignments, and allocates work based on similarity to those previous assignments. Work Allocator AI Agent

    Identify ways to improve service

    Analyzes feedback, trends, and metrics and provides recommendations to help optimize processes.

    Survey Analysis AI agent

    Investigate problems

    Provides insights from incident or problem details.

    Problem investigation AI agent

    Process images for tasks

    Processes images and converts them to tasks.
    • Image Processor Agent
    • Document and visual insights AI agent

    Propose survey responses

    Suggests answers for survey questions.
    • Survey response suggestion AI agent
    • Survey filling data collection AI agent
    Important:
    By default, all agentic workflows and AI agent records are read only.

    To run the AI agents autonomously, you must either activate the agentic workflow template or duplicate the agentic workflow, and then proceed with the following steps:

    • Activate the agentic workflow.
    • Activate all agents within the agentic workflow.
    • Activate the trigger to invoke the agentic workflow automatically. If you prefer to invoke it manually, activating the trigger isn’t necessary.

    Tools mapped to AI agents in agentic workflows

    To find the tools mapped to AI agents used in the agentic workflows, you can perform the following steps:

    1. Navigate to All > AI Agent Studio > Create and manage
    2. In the Agentic workflows tab, select the agentic workflow.
    3. In the Describe and connect step of the guided setup, select the AI agent you want to see the tools for.
    4. Go to the Add tools and information step.
    5. Review the tools mapped to the AI agent.
    6. Repeat for all AI agents in the agentic workflow.

    Agentic workflows and UI actions

    To enable users to access agentic workflows with UI actions, you can open the agentic workflow in AI Agent Studio and navigate to the Select channels and access step. You can select a UI action as a possible way to access the workflow

    If you don't see your UI actions after configuring it in AI Agent Studio, ensure that the property com.glide.agentic_processes_view.enabled is set to true.

    There might be AI agents installed on your instance that are not used in agentic workflows. To learn how to see all agents that are available to you, see Find AI agents.