Case action AI agent

This agent can preform actions for the customer, including case actions (Create a case task, Update work notes, etc.) and more.

Workflow

The agent helps users complete tasks related to case action.

1. Receive the user's request and validate required inputs.
2. Execute the appropriate tools to perform the requested action.
3. Return the results or update the relevant record.

Table 1. Configuration

Field	Description
Allow third party to access this AI agent	When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the External discoverable field.
Allow AI specialists to access this AI agent	When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the Specialist enabled field.
Manage long-term memory	When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see ServiceNow Otto AI agents reference.
Tools	Subflows Create case task Flow Action Update source record worknotes
Agent roles (ACLs)	sn_esm_agent
Data access roles	sn_customerservice_agent, sn_customerservice.consumer_agent
Triggers	Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent.
Channels	Configure an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer.
Used in agentic workflows	Provide customer 360 insights

Learn more about Customer Service Management at Customer Service Management.