Platform agentic workflows

  • Release version: Australia
  • Updated September 17, 2025
  • 2 minutes to read
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    Summary of Platform agentic workflows

    Platform agentic workflows in the ServiceNow AI Platform enable businesses to leverage self-executing autonomous AI agents to achieve specific business outcomes. These workflows automate task analysis, classification, planning, resolution, productivity optimization, escalation detection, service improvement, problem investigation, image processing, and survey response generation.

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    Key Features

    • Available Agentic Workflows and AI Agents: Multiple workflows are offered, each powered by specialized AI agents, such as:
      • 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 and Resolution Action AI Agents
      • Optimize team productivity — Work Allocator AI Agent
      • Identify escalation signals — Proactive Escalation AI Agent
      • Improve service — Survey Analysis AI Agent
      • Investigate problems — Problem investigation AI Agent
      • Process images for tasks — Image Processor Agent and Document and visual insights AI Agent
      • Propose survey responses — Survey response suggestion and Survey filling data collection AI Agents
    • Activation and Execution: Agentic workflows and AI agent records are read-only by default. To autonomously run these workflows, you must activate the workflow template or duplicate the workflow, then:
      • Activate the agentic workflow
      • Activate all AI agents within the workflow
      • Activate the trigger if automatic invocation is desired; manual invocation does not require trigger activation
    • Tool Mapping: Tools used by AI agents within workflows can be reviewed through AI Agent Studio by navigating to the agentic workflow, selecting individual AI agents, and inspecting their mapped tools during guided setup.
    • UI Action Access: Users can enable UI actions as access points to agentic workflows via AI Agent Studio’s Select channels and access step. Ensure the system property com.glide.agenticprocessesview.enabled is set to true to display configured UI actions.
    • Additional AI Agents: Some AI agents may be installed on your instance but not currently used in any agentic workflows. You can view all available agents separately to explore other capabilities.

    Practical Benefits for ServiceNow Customers

    By implementing platform agentic workflows, customers can automate routine task management, enhance team productivity, proactively identify and mitigate risks, improve service quality through data-driven recommendations, and enrich problem investigations with AI insights. This automation reduces manual effort, accelerates resolution times, and supports smarter decision-making across workflows.

    You can use the available 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 escalation signals

    Assesses and reports tickets that are at risk of escalation.

    Proactive Escalation 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.