--- sourceDocument: Brazil Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/employee-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil 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: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Use the Autonomous L1 Agent for Workplace agent that automatically resolves frequently asked 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, unassigned 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 to it---no manual routing is required. The agent queries its configured knowledge sources to find a matching resolution. ## 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 Behaviour {#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 behaviour] ## 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/DOZ78UsUGmNvuouKCKRzDQ "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/oiTdGoOZFGc~J607KRoxAA "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/Hb0Tj2hiWl~uOgrOnfi0SA "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/BFO5snY7oqU7lr~YUWNq4A "This AI agent helps map admins configure the map during bulk updates to Indoor Mapping.") * [Workplace Concierge agentic workflow](https://www.servicenow.com/docs/tqFT0B4T2DdD708zZnJc4A "Use the Workplace Concierge agentic workflow to register visitors from existing communication tools like emails, calendars, or the Virtual Agent.") * [Process image to record agent for workplace case creation](https://www.servicenow.com/docs/jJlrWsxBuY2mMrBuneiwRg "The Process image for new tasks workflow enables workplace users to report workplace issues by capturing and uploading images through the virtual agent interface. The system automatically analyzes the image and creates a workplace case with populated fields including short description, description, and priority.")