--- 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 --- # Identify ways to improve service # Platform Identify ways to improve service agentic workflow {#ariaid-title1} Release version: Australia Updated October 27, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 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 Platform Identify ways to improve service agentic workflow TheIdentify ways to improve service agentic workflowis designed to optimize service delivery and enhance customer satisfaction by analyzing feedback, performance metrics, and historical trends. This workflow generates actionable recommendations for service improvement based on survey data and allows users to continue the conversation with follow-up questions or export the analysis as PDF or Word documents. It leverages AI applications, agents, and triggers and integrates with the ServiceNow Otto panel for streamlined access. Show full answer Show less ## Prerequisites and Setup * Requires **ServiceNow Otto for Platform** installed on the instance, which can be obtained by installing any AI application. * Survey data in the form of Assessment records linked to task tables is necessary for analysis. * Users must have the specific role **snuxcgenai.platformaiimproveservices** to access the workflow. * Role masking controls user access; ensure security controls include required roles and data access permissions for tables like Assessment and Incident. ## Configuration * Adjust workflow settings via the **Now Assist Skill Config Var Set** in the Platform AI Agents and Skills scope. * Key configuration options include: * Maximum number of records to analyze (default 500) * Analysis time frame in months (default 3 months) * Post-analysis actions such as downloading the report or requesting more info * Survey and task filters define which data fields are available for analysis and filtering, with defaults provided for Assessment and Task tables. * Additional Skill Config Var Sets can be created for other tables like Incident or Case to extend capabilities. ## Access and Usage * Accessible through AI Agent Studio under Agentic Solutions or the legacy AI Agent Studio interface. * The workflow includes multiple AI agents, with full descriptions and tools available during guided setup. * Users can interact with the workflow via the AI Activity panel in the Core UI or workspaces to track progress, provide input, and review outcomes. * UI actions can be enabled for easier workflow access; ensure the property `com.glide.agenticprocessesview.enabled` is set to true. ## Testing * Manual testing can be conducted from the Testing page in AI Agent Studio with appropriate roles (e.g., `sn.aiaadmin`). * Use natural language utterances such as "Identify ways to improve services for the Hardware category" to trigger the workflow. * Filters like metric name or category can be included in utterances to refine analysis results. * Automated evaluation options are available to assess workflow performance over multiple execution logs. ## AI Agents Involved * The primary AI agent is the **Survey Analysis AI agent**, which gathers and analyzes survey data within the specified time frame to identify service improvement opportunities. * Activation of AI agents requires enabling their status toggle in the AI Agent Studio guided setup. ## Practical Benefits for ServiceNow Customers * Helps quickly identify actionable improvements based on recent and historical survey data. * Supports continuous service improvement by providing data-driven insights into customer satisfaction and service performance. * Enables customization and filtering to target specific service categories or metrics. * Integrates seamlessly with existing ServiceNow AI capabilities and user interfaces for ease of use. Use the Platform Identify ways to improve service agentic workflow to analyze feedback, performance metrics, and historical trends that identify areas for service improvement. ## Identify ways to improve service overview The Identify ways to improve service agentic workflow optimizes service delivery and customer satisfaction by analyzing feedback, metrics, and trends to provide actionable process improvement recommendations. After the analysis is generated, you can continue the conversation to ask follow-up questions or download the analysis as a PDF or Word document. AI applications provide the agents, tools, and triggers for the Identify ways to improve service agentic workflow. You can [activate the agentic workflow template](https://www.servicenow.com/docs/CjkGkTFkH5wNoOmoPQlsJA "Activate an agentic workflow that come installed with ServiceNow applications in AI Agent Studio.") by making triggers active and setting the display settings to include the ServiceNow Otto panel. To change this agentic workflow's instructions, [duplicate it](https://www.servicenow.com/docs/fagMeD~OOuolK9sjESdaLA "Duplicate an existing agentic workflow in AI Agent Studio to save time by not having to manually configure or create agentic workflows."), adjust the settings to suit your specific needs, and activate the duplicated version instead. Note: Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/YQiwIh0UNsqUGKnKcD1BQg "ServiceNow structures its products and packages in three tiers — Foundation, Advanced, and Prime. Each tier incorporates AI and builds progressively on the previous one with additional AI capabilities, agents, and governance tools."). ## Prerequisites and setup To access this workflow, you must have ServiceNow Otto for Platform installed on your instance. You can get this by installing any other AI application. Because this agentic workflow relies on survey data, you must have Assessment records associated with task tables to analyze. ## Role filtering Required role: sn_uxc_gen_ai.platform_ai_improve_services. Agentic workflows and their AI agents use [role masking](https://www.servicenow.com/docs/4632C_BpTXjste_glQl_fg "Implement security in AI Agent Studio through access control lists (ACLs), user identities, and role filtering.") to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see [Define security controls for an agentic workflow](https://www.servicenow.com/docs/qxzXRhxS2boNbPatAyZ7aQ "In the guided setup for an agentic workflow, define security controls for who can access the agentic workflow and what data the agentic workflow has access to."). In the data access settings, add the necessary roles to enable reading of the Assessment table and other required tables. For example, add the itil role to the agentic workflow's list of approved roles so it can access Incident records. ## Additional configuration You can change agentic workflow settings by changing values for the Now Assist Skill Config Var Set. To access the variable set and make changes, do the following while in the Platform AI Agents and Skills scope: * Go to the Now Assist Skill Config \[sn_nowassist_skill_config\] table. * Open the record named Identify ways to improve service. * In the Now Assist Skill Config Var Set related list, select Survey analysis input config. * Edit the variable values. * Save or update the record. {#service-improvement__entry__3} | Config field | Description | Default value | |-|-|-| | Maximum number of records | Maximum number of records included in analysis | 500 | | Analysis Time Frame | Time range, in months, for the survey analyzer to examine records to identify trends. Users can specify smaller ranges when running the agentic workflow, but this value defines the maximum limit. | 3 | | Post Analysis Actions | List of possible follow-up actions a user can take before the agentic workflow completes. | * Download analysis * Get more info | [Table 1. Survey analysis input configuration] {#service-improvement__entry__15} | Config field | Description | Default value | |-|-|-| | Table name | Table that the filter applies to | Assessment Instance \[asmt_assessment_instance\] | | Fields | Fields that the user can add when invoking the agentic workflow | Metric type.Name | [Table 2. Survey Filter configuration] {#service-improvement__entry__24} | Config field | Description | Default value | |-|-|-| | Table name | Table that the filter applies to | Task \[task\] | | Fields | Fields that the user can add when invoking the agentic workflow | * Assignment group.Name * Service.Name * Configuration item.Name | [Table 3. Task Filter configurationThe following is the default configuration for the Task table. You can make additional Skill Config Var Sets for other tables, such as Incident or Case.] ## Accessing the Identify ways to improve service agentic workflow To access the agentic workflow in AI Agent Studio: 1. Navigate to AllAI Agent StudioAgentic Solutions. 2. Select the Agentic workflows tab. 3. Select Identify ways to improve service. {#service-improvement__ol_si_acc_new} To access the agentic workflow in the legacy AI Agent Studio: 1. Navigate to AllAI Agent StudioCreate and manage. 2. Select Identify ways to improve service. The first step of the guided setup includes a complete list of included AI agents. Selecting an AI agent name opens it in a new browser tab, where you can see the full description, role, list of steps, and tools. Tools are displayed in the second step of the AI agent guided setup, Add tools and information. ## In-product agentic AI and UI actions You can access agentic workflows in the Core UI and in workspaces in the AI Activity panel. From there, you can track their progress, provide or review input, and see the results of the work performed. For more information, see [In-product agentic AI](https://www.servicenow.com/docs/t~jKx7wRXpLmRio4EdlF0g "Dedicated spaces in workspaces and in the Core UI enable you to use agentic workflows directly in record forms. You can view agentic workflow progress and previous executions, and you can answer follow-up questions for ones that require human supervision.") for more details about the AI Activity panel. To enable users to access agentic workflows with UI actions, open the agentic workflow in AI Agent Studio and navigate to the Select channels and access step. You can select a UI action as a possible way to access the workflow If you don't see your UI actions after configuring it in AI Agent Studio, verify that the property com.glide.agentic_processes_view.enabled is set to true. See [Enable the in-product experience for agentic workflows](https://www.servicenow.com/docs/~QRO8LaNhWLQbnb7uXtHHQ "Enable the AI Workflows panel and UI actions for agentic workflows on forms in the Core UI and workspaces to track agentic AI executions."). ## Testing the Identify ways to improve service agentic workflow You can manually test an agentic workflow execution or access on the Testing page of AI Agent Studio if you have the sn.aia_admin role and all other roles configured [in the security controls](https://www.servicenow.com/docs/qxzXRhxS2boNbPatAyZ7aQ "In the guided setup for an agentic workflow, define security controls for who can access the agentic workflow and what data the agentic workflow has access to."). Start a manual test, select a test type and the workflow name, and use utterances in the Task field like the following samples. See [Test an agentic workflow execution](https://www.servicenow.com/docs/baKtFNhlJsMa26MSHYAVqg "Test your agentic workflow in AI Agent Studio to analyze how it functions while it executes the instructions that you defined."). To evaluate the agentic workflow over many different execution logs, run an [automated evaluation](https://www.servicenow.com/docs/FVbxxoeAAPQLHkG3G7BqyA "Evaluate agentic AI assets against datasets to monitor performance and compare benchmarks."). ## Sample utterance After the workflow is activated in AI Agent Studio, enter similar phrases to the following in the ServiceNow Otto panel to trigger the workflow. You can also run this workflow on the Testing page of AI Agent Studio with the same utterance in the Task field if you have the sn.aia_admin role. When invoking the agentic workflow, if you want to use additional filters, such as metric name or category, use the name of the field in the utterance. For example, "Identify ways to improve services for the Hardware category" is more likely to analyze the correct records than "Identify ways to improve Hardware." * Make suggestions for continuous service improvement based on surveys within the last 3 months * Summarize surveys to improve Hardware services based on survey results within the last 2 years * Give ideas for improving case resolution based on Post-Case metric type survey results over the last month ## AI agents used in the Identify ways to improve service agentic workflow The following table lists the agents used in the Identify ways to improve service agentic workflow. Important: In the Select channels and access of each AI agent's guided setup, verify that the Status toggle is enabled to activate the AI agent. {#service-improvement__entry__33} | AI agent name | AI agent description | Role required | |-|-|-| | Survey Analysis AI agent | Acquires survey data within the specified time range and analyzes it for ways to improve services | sn_uxc_gen_ai.platform_ai_improve_services | [Table 4. AI agents names and descriptions in the Identify ways to improve service agentic workflow] ## Other Platform agentic workflows For more information on other agentic workflows associated with the Platform workflow, see [Platform agentic workflows](https://www.servicenow.com/docs/BSz3E8ljF3WggnC662T0gw "You can use the available Platform agentic workflows to achieve business outcomes with self-executing autonomous AI agents."). *[\>]: and then