--- 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 --- # Using AI agent workflows in ServiceNow Otto for WSD # Using AI agent workflows in ServiceNow Otto for WSD {#ariaid-title1} Release version: Australia Updated July 28, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Using AI agent workflows in ServiceNow Otto for WSD AI agent workflows in ServiceNow Otto for Workplace Service Delivery (WSD) automate routine workplace management tasks to improve efficiency and support workplace event planners, space planners, and facilities managers. These workflows enable autonomous handling of tasks such as managing space closures, rescheduling reservations, optimizing cleaning, updating maps, and providing conversational workplace insights. Show full answer Show less ## Key AI Agent Workflows and Their Functions * **Manage Temporary Space Closures:** AI agents prioritize emergency maintenance cases by temporarily blocking affected locations, relocating existing reservations, and ensuring employees have access to functional spaces. This reduces repetitive manual work for event planners. * **Help Manage Workplace Reservations:** AI agents assist event planners by retrieving and analyzing reservation changes, updating case notes, and suggesting optimal rescheduling options, streamlining reservation management and minimizing manual intervention. * **Optimize Cleaning Activities:** AI agents review open maintenance cases and space utilization data to create or deactivate cleaning schedules, ensuring cleaning resources are aligned with actual space usage. * **Automate Map Updates:** AI agents support map administrators by autonomously importing CAD files for indoor mapping updates, handling bulk updates efficiently, and managing exceptions when source files are missing. * **Workplace Advisor QnA:** Provides a natural language interface for reservation managers to query workplace reservation information via the ServiceNow Otto panel. * **Workplace Concierge and Autonomous L1 Agent:** Additional workflows that enable visitor registration from communication tools and automatic resolution of general inquiry workplace cases without manual intervention. ## Activation and Management All AI agent workflows and agents are initially read-only. To use them autonomously, customers must duplicate the workflows, activate the use case, enable all related agents, and configure triggers for automatic invocation if desired. This approach ensures controlled deployment and customization according to organizational needs. ## Benefits for ServiceNow Customers * **Increased Efficiency:** Automates routine and repetitive workplace management tasks, freeing event planners and facilities staff to focus on complex issues. * **Improved Workplace Experience:** Ensures timely handling of maintenance, space availability, reservation changes, and cleaning based on real utilization data. * **Enhanced Data Accuracy and Insights:** AI agents update case notes and provide actionable insights, supporting informed decision-making. * **Scalability and Flexibility:** Workflows can be activated selectively and customized to fit specific workplace management requirements. Agentic workflows in ServiceNow Otto for WSD help complete workplace tasks autonomously. {#now-assist-wsd-using-agentic-use-cases__table_gyx_brq_l2c__entry__3} | Agentic AI Workflow Name | Description | Available AI agents | |-|-|-| | Manage temporary space closures | This team of AI agents come together when there's a meeting room maintenance case that must be looked at with priority. * When the emergency maintenance request is submitted, maintenance work must be performed. * The emergency case is assigned to a user in the Workplace Event Planners assignment group. * The location is blocked by AI agents for maintenance. * If there are any existing reservations in the maintenance workspace, AI agents relocate or move the reservations to an available location. {#now-assist-wsd-using-agentic-use-cases__ul_j13_mvp_dfc} AI agents reduce repetitive tasks for Workplace event planners. They provide assistance and verify that employees have access to functional spaces within an organization during an outage or emergency maintenance. AI Agents handle the work for Workplace Event Planners so that they can focus on more important and complex tasks that require human intervention. For more information, see [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."). | * Workplace case notes updater * Case Retriever * Reservation resolution processing AI agent {#now-assist-wsd-using-agentic-use-cases__ul_sst_k4n_m2c} | | Help manage workplace reservations | This team of AI agents help Workplace Event Planners and autonomously reschedule events happening in the workplace. AI agents support Workplace Event Planners with all relevant information and preparation work when changes are occurring to a planned reservation. AI Agents gather relevant information and provide suggestions to the Workplace Event planners for the next best possible action. Event planners can review and optimize reservations as required by looking at the workplace case details. In order to finish the task, AI agents perform the following: * Retrieve the change event edit workplace case details. * Analyze the reservation retrieved from the previous step. * Update Workplace case notes with all the actions taken. {#now-assist-wsd-using-agentic-use-cases__ul_dj1_x2d_dfc} For more information, see [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. AI Agents gather relevant information from a workplace reservation and update an existing planned reservation with a new date, time, and duration."). | * Reservation updating AI agent * Case Retriever * Reservation analyzing AI agent * Workplace case notes updater {#now-assist-wsd-using-agentic-use-cases__ul_f2p_jsx_w2c} | | Optimize Cleaning activities | This team of AI agents get all open workplace maintenance management cases. The Workplace Planned Maint Nightly Run scheduled job runs on a daily or hourly basis to create maintenance cases. Each workplace maintenance case represents a cleaning or a maintenance case on a location for a certain time interval, also known as schedule (on a daily or hourly basis). The Optimize cleaning activities agentic AI workflow retrieves space utilization threshold for each workplace maintenance cases. Based on the space utilization threshold data, it creates new maintenance cases or deactivates underutilized maintenance cases. For more information, see [Optimize cleaning activities agentic workflow](https://www.servicenow.com/docs/4a6Aqyzonx8q5sod78X1Gg "This team of workplace agents can find open maintenance cases and optimize it for workplace maintenance activities. These agents can optimize a maintenance case based on the utilization rate of a location for which a maintenance case is created."). | * Case aggregator AI agent * Utilization rate AI agent * Case optimizer AI agent {#now-assist-wsd-using-agentic-use-cases__ul_snj_pkk_ngc} | | Automate map updates | The AI agent helps map admins configure the map during bulk updates to Indoor Mapping. The AI agent autonomously retrieves sources for the CAD file and resumes the import task. If the source isn't found, the AI agent moves the task to the Waiting user input state. For more information, see [Automate map updates agentic workflow](https://www.servicenow.com/docs/3SFi7ef00TwyaOSTh83jCQ "This AI agent helps map admins configure the map during bulk updates to Indoor Mapping."). | Map Admin Agent | | Workplace Advisor QnA | The Workplace Advisor QnA agentic AI workflow allows Reservation Managers to use the ServiceNow Otto panel to ask natural language questions about workplace reservations. | Workplace Reservation QnA Agent | [Table 1. Table 1. Available AI agent workflows for ServiceNow Otto for WSD] {#now-assist-wsd-using-agentic-use-cases__table_gyx_brq_l2c} Important: All use case and AI agent records are read only by default. To run the AI agents autonomously, you must first duplicate the agentic workflow, and complete the following steps: * Activate the use case. * Activate all agents within the use case. * Activate the trigger to invoke the use case automatically. If you prefer to invoke it manually, activating the trigger isn't necessary. {#now-assist-wsd-using-agentic-use-cases__ul_cgc_ffk_h2c} There might be AI agents installed on your instance that are not used in agentic workflows. To learn how to see all agents that are available to you, see [Find AI agents](https://www.servicenow.com/docs/access?context=find-ai-agents&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). * **[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. AI Agents gather relevant information from a workplace reservation and update an existing planned reservation with a new date, time, and duration. * **[Optimize cleaning activities agent overview](https://www.servicenow.com/docs/OO4N31P~AGeAGgTDbupazg)** The Optimize cleaning activities agent performs cleaning activities on a workplace location based on the space utilization threshold data. * **[Automate map updates agentic workflow](https://www.servicenow.com/docs/3SFi7ef00TwyaOSTh83jCQ)** This AI agent helps map admins configure the map during bulk updates to Indoor Mapping. * **[Workplace Advisor Overview](https://www.servicenow.com/docs/nv6K2Os0HM5wl12zgCJIZQ)** Workplace Advisor is an AI-powered solution designed to help Space Planners and Facilities Managers optimize workplace management through intelligent insights and conversational support. * **[Workplace Concierge agentic workflow](https://www.servicenow.com/docs/vrGWTXZ1HQggP6gufdA3qw)** Use the Workplace Concierge agentic workflow to register visitors from existing communication tools like emails, calendars, or the Virtual Agent. * **[Implement Autonomous L1 Agent for Workplace](https://www.servicenow.com/docs/xUCrSB7Rqx1vi6v3y1g9~Q)** Use the Autonomous L1 Agent for Workplace agent that automatically resolves General Inquiry workplace cases without requiring manual agent intervention.