--- sourceDocument: Australia Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/employee-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Implement Autonomous L1 Agent for Workplace # Implement Autonomous L1 Agent for Workplace {#ariaid-title1} Release version: Australia Updated March 30, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Implement Autonomous L1 Agent for Workplace The Autonomous L1 Agent for Workplace is designed to automatically resolve General Inquiry workplace cases without manual intervention. It addresses the high volume of repetitive questions related to policies, services, and procedures by instantly processing cases upon creation. Using AI-driven knowledge matching, the agent autonomously resolves cases or escalates them if resolution is not found. This capability represents the initial implementation of Zero Touch Service Desk (ZTSD) Agent features within Workplace Services. Show full answer Show less ## Key Features * **Automatic Case Assignment:** General Inquiry workplace cases are immediately assigned to the Autonomous L1 Agent, eliminating manual routing or triage. * **Knowledge Sources:** The agent consults two configured sources: * Workplace Services knowledge base articles configured in the instance * Previously closed workplace cases containing resolution information * **Learning Capability:** Resolutions from manually closed cases are added to the agent's knowledge corpus, improving autonomous resolution accuracy over time. * **Agent Behavior:** * **If a knowledge match is found:** The agent provides the resolution, populates close notes, closes the case as Complete, and then returns it to Awaiting Acceptance per configured workflow. * **If no match is found:** The agent shares its best findings as a work note, unassigns itself, and returns the case to Ready state for human agent follow-up. * **When a case is manually resolved:** The resolution is added to the agent's learning corpus for future autonomous handling. ## Case Lifecycle * **Case Creation:** Employees submit General Inquiry cases through the service portal. * **Automatic Assignment:** Cases are immediately assigned to the Autonomous L1 Agent. * **Knowledge Scan:** The agent searches configured knowledge articles and past cases for a match. * **Resolution Path A (Match Found):** The agent resolves and closes the case, then it returns to Awaiting Acceptance. * **Resolution Path B (No Match Found):** The agent shares findings, unassigns itself, and returns the case to Ready for human agent resolution. * **Continuous Learning:** When human agents resolve cases manually, the new resolutions are incorporated into the agent's knowledge base to enhance future autonomous resolutions. ## Benefits for ServiceNow Customers By implementing the Autonomous L1 Agent for Workplace, ServiceNow customers can reduce manual workload on service desk agents by automating the resolution of common workplace inquiries. This leads to faster case handling, improved efficiency, and a continually improving resolution accuracy through the agent's learning mechanism. Customers can expect streamlined case management with minimal manual intervention for routine inquiries, enabling human agents to focus on more complex issues. Use the Autonomous L1 Agent for Workplace agent that automatically resolves General Inquiry workplace cases without requiring manual agent intervention. The Autonomous L1 Agent represents the initial uptake of ZTSD (Zero Touch Service Desk) Agent capabilities within Workplace Services. The agent scans two configured knowledge sources---Workplace Services knowledge base articles and previously closed workplace cases to identify matching resolutions and close eligible cases autonomously. When no match is found, the agent surfaces its best findings, unassigns itself, and returns the case to Ready state for human agent follow-up. ## Overview of Autonomous L1 Agent for Workplace {#implement-autonomous-l1-agent-for-workplace__implement-autonomous-l1-agent-for-workplace-overview} Workplace service desks receive a high volume of repetitive General Inquiry cases---questions about policies, services, and procedures that can be resolved from existing knowledge without live agent involvement. The Autonomous L1 Agent addresses this by processing cases immediately on creation, applying AI-driven knowledge matching against configured sources, and resolving or escalating cases based on outcome. When a General Inquiry workplace case is created, the L1 agent is automatically assigned. No manual routing is required. ## Knowledge Sources {#implement-autonomous-l1-agent-for-workplace__implement-autonomous-l1-agent-for-workplace-knowledge-sources} The agent learns from two default knowledge sources. * Workplace Services knowledge base articles configured in the instance * Previously closed workplace cases that contain resolution information As agents manually resolve new types of cases, those resolutions are automatically added to the agent's learning corpus, improving autonomous resolution rates over time. ## Agent Behavior {#implement-autonomous-l1-agent-for-workplace__implement-autonomous-l1-agent-for-workplace-agent-behaviour} The following table describes L1 agent behavior for each case resolution scenario.{#implement-autonomous-l1-agent-for-workplace__implement-autonomous-l1-agent-for-workplace-agent-behaviour__entry__2} | Task | Behavior | |-|-| | Knowledge match found | Provides resolution, populates close notes, transitions case to Closed Complete, then returns to Awaiting Acceptance per WSD configuration | | No knowledge match found | Shares best-available findings, unassigns itself, and returns the case to Ready state so a live workplace agent can take over. | | Case resolved manually by agent | The resolved case is added to the agent's learning corpus. Future similar queries are resolved autonomously using this prior case data. | [Table 1. Agent behavior] ## Case Lifecycle {#implement-autonomous-l1-agent-for-workplace__implement-autonomous-l1-agent-for-workplace-case-lifecycle} The following sequence describes the full lifecycle of a General Inquiry case handled by the L1 agent. Case creation : An employee submits a General Inquiry workplace case through the service portal. Automatic assignment : The case is immediately assigned to the L1 agent. No manual routing or triage is required. Knowledge scan : The agent queries configured knowledge articles and previously closed cases for a matching resolution. Resolution path A -- Match found : The agent populates the resolution field and close notes with the retrieved answer and transitions the case to Closed Complete. The case returns to Awaiting Acceptance per the configured workflow. Resolution path B -- No match found : The agent shares available findings as a work note, unassigns itself, and returns the case to Ready state so a human workplace agent can resolve it manually. Learning loop: : When a human agent manually resolves a case (Path B outcome), the resolved case is added to the agent's knowledge corpus. Subsequent cases with similar questions are resolved autonomously. **Related concepts** * [Manage temporary space closures agentic workflow](https://www.servicenow.com/docs/awISDhbRkBTFzXRUMwN3oQ "This team of AI agents temporarily block a location when there’s an emergency workplace maintenance case is submitted.") * [Help manage workplace reservations agentic workflow](https://www.servicenow.com/docs/JZpvsHTHQH_8phhv0Q57ag "The Help manage workplace reservations agentic AI workflow enables Workplace Event Planners with rescheduling a planned reservation. 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