Flow recommendations

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
    • Summarize
    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 Flow recommendations

    Flow recommendations in ServiceNow Australia Release enable users to select the next flow component from AI-generated suggestions, simplifying the creation and enhancement of workflows. This feature leverages the ServiceNow Otto for Creator plugin and the flow recommendations skill to provide context-aware recommendations based on the current flow position and previously used components.

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    Key Features

    • AI-Driven Component Suggestions: Automatically suggests the next flow steps to streamline workflow creation.
    • Integration with ServiceNow Otto for Creator: Requires activation of the Otto for Creator plugin and flow recommendations skill to generate recommendations.
    • Role and Skill Management: Generative AI skills, agents, and workflows are enabled by default for new customers upon AI product installation; existing customers retain current customizations unless changes are made.

    Important Considerations

    • Availability Restrictions: Some AI products and features are unavailable in certain regions, data centers (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected), self-hosted environments, and regulated markets. Customers should monitor knowledge base articles for updates on availability.
    • AI Limitations and Responsibility: AI-generated outputs may not always be accurate, complete, or appropriate. Customers must test and evaluate outputs with human oversight and avoid sole reliance on AI for critical decisions, especially in sensitive domains like healthcare, finance, and security.
    • Data Processing: Use of flow recommendations involves transferring instance data to centralized ServiceNow environments, potentially in different regions or through third-party cloud providers such as Microsoft Azure, managed under ServiceNow’s compliance and data handling policies.

    Getting Started

    To utilize flow recommendations, activate the ServiceNow Otto for Creator plugin and enable the flow recommendations skill. This setup will allow generative AI to provide next-step suggestions during flow creation, enhancing productivity and workflow design efficiency.

    Select the next component in your flow from a list of AI-generated recommendations.

    Get started

    Important:
    • Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
    • Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.
    Important:
    Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
    Important:
    Some generative AI skills, agents, and agentic workflows are turned on by default. The default behavior works as follows:
    New customers
    When you install an AI product, designated generative AI skills, AI agents, or agentic workflows are turned on automatically.
    Existing customers who are upgrading (starting with Zurich Patch 4)
    There is no change to skills, agents, or agentic workflows that are currently enabled and customized.

    An AI asset is turned on if:

    • The AI plugin is installed, but the asset was never turned on.
    • An admin has never adjusted roles for the skill.
    An AI asset is not turned on if:
    • The asset was previously turned on, and then turned off again.
    • An admin has adjusted roles for the asset.
    For more information, see Now Assist skills, agents, and agentic workflows on by default.

    AI limitations

    This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.

    Data processing

    This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.