Navigation

  • Release version: Australia
  • Updated July 31, 2025
  • 1 minute to read

    • Use the navigation skill in to take you where you want to go on the ServiceNow AI Platform.

    Overview of navigation

    Navigation is a skill in the ServiceNow Otto panel that handles record search requests during a chat. When you ask for records or tables in plain language ServiceNow Otto shows you links in the chat to take you to the best match to your request. For example, you could enter Show me incident records.

    In the following figure, the user entered navigate me to incidents in the ServiceNow Otto panel. ServiceNow Otto responds with a link to the Incidents table.

    Figure 1. Navigation query and response in the ServiceNow Otto panel
    When the user types, "navigate me to incidents," Now Assist responds with a link to the records in the Incidents table.

    When you select the link, the list of all records in the Incidents table displays.

    Figure 2. Navigating to the Incidents table from the ServiceNow Otto panel
    Selecting the link in the chat takes you to the requested area.

    Refining your results

    You can refine your results further by using more detailed requests. If you enter Show me all incident records whose status is Complete, ServiceNow Otto shows you only the records in the table with a Complete status.

    In the following example, the user asks for all P1 incidents that are in the New state.

    Figure 3. A refined query of the Incidents table
    You can include multiple specific terms to refine your search, such as Priority 1 or State is New.

    The number of results is based on how many potential results ServiceNow Otto finds in response to your request. If more than 10 results are generated, the list is paginated. In the following example, there are two possible tables: the Catalog Item table and the Catalog table.

    Figure 4. Multiple table results in the ServiceNow Otto panel
    If ServiceNow Otto finds multiple possible results, it presents them for you to select your choice.

    If ServiceNow Otto does not understand your request, you receive an error message asking you to rephrase your request. You can also choose to navigate to a "best guess" based on your previous request.

    Figure 5. Rephrase request message in the ServiceNow Otto panel
    If ServiceNow Otto receives an unclear request, you're prompted to rephrase your request.