--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # In-product trigger for agentic AI # In-product trigger for agentic AI in Customer Service Management {#ariaid-title1} Release version: Australia Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of In-product trigger for agentic AI in Customer Service Management The in-product trigger for agentic AI in Customer Service Management (CSM) integrates AI workflow capabilities directly into case and interaction records. This functionality enables ServiceNow customers to initiate, monitor, and interact with AI-driven workflows without leaving the case record page, enhancing efficiency and insight delivery throughout the case lifecycle. Show full answer Show less ## Key Features * **Triage Cases button:** Allows agents to start agentic AI workflows directly from case records and email interaction records, streamlining workflow initiation without navigating to external panels. * **AI presence indicator:** Visual indicator alerts users when AI is actively analyzing a record, providing transparency on AI activity. * **AI Workflow tab:** A dedicated tab available in both Core UI and Configurable Workspace that offers a unified view of AI workflows, including statuses such as in-progress, completed, input-required, and failed. It displays AI-generated findings, workflow history, and required user inputs. * **Workflow detail experience:** Step-by-step visibility into workflow execution, allowing agents to review insights, provide necessary inputs, skip steps, or let workflows complete autonomously. * **Input request panel:** Presents various input types (text, Boolean, single-select, multi-select, dropdown) to enable agents to influence workflow progression directly within the tab. * **AI record indicators:** Alerts and system-generated markers on case records highlight AI-assisted actions and findings for transparency. * **Workflow history:** Tracks completed actions, AI findings, supervision details, and user responses during the workflow lifecycle. ## Feature Behavior and Configuration This feature is turned off by default and requires an administrator to enable it by setting the `com.glide.agenticprocessesview.enabled` system property. Once enabled, the Triage Cases button and AI Workflow tab become visible. Administrators can control the visibility of the Triage Cases button via AI Agent Studio by toggling UI Actions settings, allowing customization of the agent interface. To enable agents to view the AI Workflow tab, the `snnowcanvasai.interactiveviewuser` role must be manually added to the `snesmagent` role. ## Availability The AI Workflow tab and Triage Cases button are available on multiple CSM record types across Configurable Workspace and Core UI, including: * CSM default record page * CSM frontline case page * CSM interaction record page * Email and voice interaction record pages * Centered chat record page * Case and email interaction views in Core UI **Note:** The in-product Triage Cases button is only enabled for case records and email-type interactions. ## Benefits for ServiceNow Customers This integrated AI workflow capability empowers agents to efficiently manage AI-driven case triage and insights within their existing interfaces. It enhances transparency, accelerates case handling, and enables seamless human-AI collaboration by providing actionable AI insights and interactive workflow controls directly on case and interaction records. In-product trigger for agentic AI shows agentic workflow status, presence indicators, and AI-generated insights directly on Customer Service Management (CSM) record and interaction pages. The AI workflow feature is built directly into Customer Service Management (CSM). This feature is available on Core UI and Configurable Workspace of the case records. You can view AI activity, respond to workflow prompts, and track progress --- all from the case record page. AI indicators, workflow presence, and a dedicated AI Workflow tab are available on case records and interaction pages in the contextual side panel. The feature also introduces a Triage Cases button that initiates agentic workflows directly from the case form. ## AI Workflow integration {#ai-workflow-pattern-in-customer-service-management__ai-workflow-overview} AI workflow supports human‑initiated and autonomous agent‑initiated workflows. When triggered, the system displays a presence indicator showing that AI is actively analyzing the record. The AI Workflow tab gives you a unified view of a workflow's status, findings, required inputs, and history, making it easy to work with AI‑generated insights and automation. When a workflow needs input from the user, an alert appears with a Review button. Selecting this button takes you directly to the AI Workflow tab, opens the Interactive View, and automatically focuses on the specific plan that requires your input. ## AI Workflow UI Components {#ai-workflow-pattern-in-customer-service-management__ui-components} The following table describes the key user interface components that support in-product trigger for agentic AI. {#ai-workflow-pattern-in-customer-service-management__table_rvs_bp2_f3c__entry__2} | UI component | Description | |-|-| | Triage Cases button | Trigger agentic workflows directly from case records using the Triage Cases button, eliminating the need to navigate to ServiceNow Otto panel. When you select the Triage Cases button on a case record, the system automatically initiates an agentic workflow for the case and email interaction record. You can monitor workflow progress by accessing the AI Workflow tab, where the same workflow appears with complete visibility. From this tab, you can drill into the workflow details to review individual steps or provide any required input to advance the workflow. | | AI presence indicator | View the visual indicator showing that AI is actively running an agentic workflow on the current record. Selecting the indicator displays AI activity status and shows up when Triage Cases button is selected. | | AI Workflow tab | A dedicated tab that displays in‑progress, completed, input‑required, ready for review, failed, and canceled workflows. You can view workflow details, AI‑generated findings, and workflow history. | | Workflow detail experience | Provides a step‑by‑step view of workflow execution. You can see each step in the workflow as it happens. You can check the workflow's status at any time. You can easily tell when the system needs information from you. You can also read the main findings and insights the AI has prepared. When you're ready, you can choose to continue to the next step, skip extra details, or let the workflow finish on its own. For example, if a workflow requires input like "Do you want deeper insights?", responding with No moves the workflow directly to complete state. | | AI record indicators | Alerts and system‑generated indicators showing AI‑assisted record creation, findings, and transparency details directly on the case record. | | Input request panel | Displays workflow ‑requested inputs such as text, Boolean, single‑select, multi‑select, or drop down values that enable you to influence workflow progression. | | Workflow history | Shows completed actions, AI findings, supervision information, and any user responses supplied during workflow execution. | [ ] {#ai-workflow-pattern-in-customer-service-management__table_rvs_bp2_f3c} ## Feature behavior {#ai-workflow-pattern-in-customer-service-management__feature-behavior} The AI workflow tab provides a single view of all AI workflows related to a record. It shows workflow status, step‑by‑step details, and any required inputs, which you can enter directly in the tab. Workflows can also be canceled when needed. By default, this feature is turned off in the base system. To enable it, admin must set the system property com.glide.agentic_processes_view.enabled in global scope. Once the system property is enabled by an admin, the Triage Cases button (UI Action) and the AI Workflow tab is set to visible. If you prefer to hide this option, you can disable it in AI Agent Studio. To disable the Triage Cases button: 1. Open AI Agent Studio. 2. Select the Triage Cases agentic workflow. 3. Navigate to Select Channel and Status. 4. Scroll down to the UI Actions section. 5. Toggle the Display option to turn the button on or off. {#ai-workflow-pattern-in-customer-service-management__ol_clg_klp_g3c}This allows admin to control whether the Triage Cases button appears in the agent interface. Note: The sn_now_canvas_ai.interactive_view_user role must be manually added to the sn_esm_agent role to enable agents to view the AI Workflows tab in the side panel. Figure 1. Triage Cases guided flow The AI Workflow tab is visible on following pages in CSM Configurable Workspace: * CSM default record page * CSM frontline case page * CSM interaction record page * Email interaction record page * Voice interaction record page * Centered chat record page {#ai-workflow-pattern-in-customer-service-management__ul_myc_gfh_g3c} The AI Workflow tab is visible on following pages in Core UI: * Case view * Email interaction view Note: The in-product trigger Triage Cases button is only enabled for case records and email type interactions.