--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Store Inquiry AI Agent # Store Inquiry AI Agent {#ariaid-title1} Release version: Australia Updated October 27, 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 Store Inquiry AI Agent The Store Inquiry AI Agent is designed to assist with resolving retail store inquiry cases efficiently by leveraging existing cases, knowledge articles, and documents. It identifies the most relevant solution and presents it to the user, who can then accept, edit, or reject the drafted response. This streamlines case resolution and ensures consistent, accurate responses. Show full answer Show less ## How It Works * Retrieves details of the current inquiry case. * Searches for similar cases and relevant knowledge articles based on the inquiry's short description. * If no results are found, informs the user that no suggestions are available. * Extracts answers from the first related document if available. * Reviews and selects the most relevant solution, presenting it with its source as a clickable link. * Allows the user to accept, edit, or reject the proposed response. * Updates the case accordingly: resolving it with the response in resolution notes if accepted/edited, or optionally adding the response to work notes if rejected. ## Key Configuration Options * **Allow third-party access:** Enables external AI agents to utilize this agent; disabled by default. * **Allow AI specialists access:** Permits AI specialists to configure additional tools and mappings; disabled by default. * **Manage long-term memory:** When enabled, prior user interactions provide context for responses; disabled by default. These settings are managed via the AI Agent configuration table and system properties, allowing customization to suit your organization's needs. ## Tools and Access * Includes tools for retrieving metadata, document lists, similar cases, knowledge articles, and updating records to support case resolution. * Access is controlled by specific user roles (e.g., `snrtlstreservcs.agent`) which govern who can use the agent and what data it can access. ## Trigger and Channels * The agent includes a trigger named `StoreInquiryAgentTrigger` that activates when a case is assigned and its state changes from New to Open, running once as the assigned user in the Now Assist panel. * This trigger is inactive by default and can be enabled as needed. * The agent can be integrated into Virtual Agent or ServiceNow Otto panel via Assistant Designer, facilitating user interactions through conversational interfaces. ## Practical Benefits for ServiceNow Customers * Automates and accelerates resolution of retail store inquiries by reusing proven solutions. * Ensures consistency and accuracy in responses by sourcing from validated cases and knowledge articles. * Provides flexibility for users to customize responses before updating cases. * Supports role-based access control to maintain security and appropriate data handling. * Enables integration with ServiceNow's conversational platforms for seamless user experience. The agent resolves retail store inquiries by finding the most relevant solution in similar cases, knowledge articles, and documents. It presents the best match with its source and, based on the user's choice, updates the case. ## Workflow {#rahi-retail-store-inquiry-ai-agent__ugoppybyozuo} The agent helps the user resolve a retail store inquiry case by drafting a response from existing cases, knowledge articles, and documents. 1. Retrieve the details of the current inquiry case. 2. Search for similar cases and for knowledge articles related to the case short description. If neither returns results, tell the user that no suggestions are available. 3. Extract an answer from the first related document found, if any. 4. Review the content of the knowledge articles and similar cases that were found. 5. Select the most relevant solution and present it with its source (document, case, or knowledge article) as a link. 6. Ask the user to accept, edit, or reject the drafted response. 7. Update the case based on the choice. If the user accepts or edits the response, resolve the case and add the response to the resolution notes. If the user rejects it, offer to add the response to the work notes. {#rahi-retail-store-inquiry-ai-agent__ol_ycn_jgf_oae} {#rahi-retail-store-inquiry-ai-agent__ugoppybyozuo__entry__2} | 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](https://www.servicenow.com/docs/MUqSU8rHp3ao~q3QEWgHkA "Find more information about user roles, tables, and the different properties that are installed in ServiceNow Otto AI agents."). | | Tools | Script : Get Metadata : Get document list using comma separated list of 'Id' values : Get similar cases : Update record details Tool : Get Case Details : Get relevant knowledge articles : Submit and Fetch Results | | Allowed user roles The specific user roles that can access this AI agent. | sn_rtl_stre_servcs.agent | | Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | sn_rtl_stre_servcs.agent | | Triggers | The agent ships with the trigger StoreInquiryAgentTrigger. It fires when Assigned to is not empty and the case state changes from New to Open. It runs once, as the assigned user, in the Now Assist panel. The trigger is inactive by default. | | Channels | Configure an assistant for Virtual Agent or ServiceNow Otto panel using [Assistant Designer](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). | | Used in agentic workflows | Not applicable. | [Table 1. Configuration] Learn more about Retail at [Retail](https://www.servicenow.com/docs/access?context=rahi-retail-operations-overview&version=australia&pubname=australia-retail-industry&ft:locale=en-US).