Informational queries AI agent

  • Release version: Australia
  • Updated August 14, 2026
  • 1 minute to read

    • The informational queries AI agent summarizes all informational answers for a record.

    Workflow

    The agent summarizes product information, case information, user information, contact information, consumer information, account information, and related fields.
    1. Get the source record details.
    2. Get the list of all relevant informational fields.
    3. Process each informational field to generate a valid answer.
    4. Display the summary.
    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
    Search retrieval
    Gather information from knowledge graph
    Get relevant knowledge articles
    Script
    Get record details
    Record the list of all answers
    Agent roles (ACLs) sn_esm_agent
    Data access roles sn_customerservice_agent, sn_customerservice.consumer_agent, sn_customerservice_manager
    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

    Triage cases

    Learn more about Customer Service Management at Customer Service Management.