--- sourceDocument: Australia Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/employee-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Optimize cleaning activities agentic workflow # Optimize cleaning activities agentic workflow {#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 Optimize cleaning activities agentic workflow The Optimize cleaning activities agentic workflow leverages AI agents to help Workplace teams efficiently schedule and manage cleaning and maintenance activities based on actual space utilization. By analyzing employee reservation data and visitor registrations for specific office locations and dates, the workflow determines whether cleaning requests are necessary and adjusts maintenance cases accordingly. It deactivates cleaning cases for locations with low utilization (below 40%) to reduce unnecessary maintenance, ensuring an optimized workplace experience tailored to how employees use the space. Show full answer Show less ## Key Features * **Automated Case Aggregation:** The Case Aggregator AI agent retrieves all open maintenance cases related to cleaning or other maintenance activities within specified timeframes, focusing on cases in Draft, Ready, or Awaiting approval states. * **Utilization Rate Calculation:** The Utilization Rate AI agent calculates the utilization rate for each maintenance case based on workplace reservations, visitor registrations, and permanent seat assignments, providing data to guide optimization. * **Case Optimization:** The Case Optimizer AI agent uses utilization data to maintain maintenance cases within defined thresholds. It creates new cases when utilization is high and deactivates underutilized cases while ensuring that at least one maintenance case remains active per schedule group. * **Autonomous Operation:** The optimization process runs autonomously at the floor level within selected buildings without requiring manual approvals from workplace users. * **Configurability:** Workplace Maintenance Managers and Administrators can configure this AI workflow to fit organizational needs. ## Practical Benefits for ServiceNow Customers * Improves maintenance efficiency by aligning cleaning schedules with actual space usage, reducing unnecessary cleaning activities and associated costs. * Enhances workplace employee experience by optimizing space utilization and minimizing disruptions from maintenance activities. * Enables proactive maintenance planning based on data-driven insights from real-time reservation and visitor data. * Simplifies maintenance case management through intelligent automation, reducing manual workload for workplace maintenance teams. 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. ## Optimize cleaning activities agentic workflow overview {#optimize-cleaning-activities-agent__section_fx5_5cp_jgc} This AI agentic workflow enables Workplace teams to schedule and manage cleaning and other maintenance schedules based on space utilization and optimization. This agentic AI retrieves employee reservation data and visitor registration planned for a specific office location and date. It checks the minimum and maximum space utilization threshold to see if cleaning requests are required. It deactivates the cases when a location shows a minimum utilization threshold value (lower than 40). The agents optimize the cleaning schedule based on how workplace employees plan to use a space or location. It checks space wastage to provide the optimum workplace experience to employees. For more information, see [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."). ## AI agents used in optimize cleaning activities workflow {#optimize-cleaning-activities-agent__section_zm1_ycp_jgc} Navigate to AllAI Agent StudioOverview. Select Optimize cleaning activities from the list of available agentic AI workflows. The team of agents optimize a location based on the space utilization threshold. This team of agents fetch open maintenance cases and optimize it based on the utilization threshold rate. The optimization is done on the floor of a selected building autonomously by the agents and it doesn't require any approvals needed from a workplace user. Note: Workplace Maintenance Managers (sn_wsd_maintenance.manager) and Workplace Maintenance Administrators (sn_wsd_maintenance.admin) can configure this agentic AI workflow. {#optimize-cleaning-activities-agent__table_cgv_crg_x2c__entry__2} | AI agent Name | Description | |-|-| | Case aggregator AI agent | This agent fetches all the open maintenance cases based on the maintenance plan ID. Each workplace maintenance case represents a cleaning or a maintenance case for a location for a scheduled interval. The optimization is done on a floor of a selected building. It fetches all the maintenance plan records that satisfy certain criteria. For example, it fetches a set of maintenance plans, and looks for cases that are open for the next 48 hours. The state of the cases should be in Draft, Ready, or Awaiting for approval. For more information, see [Create and publish maintenance plans](https://www.servicenow.com/docs/lKMQDok5VpbhdGBXYcGq4A "Create a maintenance plan for workplace assets and locations. Associate multiple services to different plan records based on the type of workplace maintenance activity."). This agent also considers workplace reservations on a floor. If a case is opened for washroom maintenance, the agent identifies the floor on which the washroom is located. It also considers the number of workplace reservations, visitor registrations, and permanent seat assignments before retrieving the space optimization threshold value. | | Utilization rate AI agent | This agent can take a list of available maintenance cases to calculate the utilization rate for each case. This utilization rate is used to optimize the cases. It uses the Utilization rate calculator to calculate the utilization rate. | | Case Optimizer AI agent | The Case Utilization Optimizer analyzes cases grouped by location, schedule type, and date to optimize resource utilization. It confirms cases stay within defined utilization thresholds by creating cases when utilization is too high and deactivating underutilized cases. | [Table 1. Optimize Cleaning activities AI agents] {#optimize-cleaning-activities-agent__table_cgv_crg_x2c} ## Case Optimizer AI Agent {#optimize-cleaning-activities-agent__section_trt_k2p_jgc} The Case Optimizer AI Agent analyzes cases grouped by location, schedule type, and date to optimize resource utilization. It verifies that maintenance cases stay within the defined utilization thresholds. It creates maintenance cases when the utilization threshold is too high. When the utilization threshold is low, it deactivates the maintenance cases for underutilized floors. While deactivating a maintenance case, this agent ensures minimum case availability for each maintenance schedule group. It retains at least one maintenance case before deactivating all underutilized maintenance cases. The output from the Utilization rate AI agent is given as input to this agent for space optimization. ## Case Aggregator AI Agent {#optimize-cleaning-activities-agent__section_pfc_dfp_jgc} This agent gets all open maintenance cases based on the maintenance plan Id. Each workplace maintenance case represents a cleaning or a maintenance case on a location for a certain time interval, also known as schedule. This agent fetches the open maintenance cases (maintenance plan record IDs) in the maintenance management system. ## Utilization rate AI Agent {#optimize-cleaning-activities-agent__section_usy_ljp_jgc} This agent can take a list of maintenance cases available and calculate the utilization rate of each case. This utilization rate is used to optimize the cases. This agent takes a list of maintenance cases as input and calculates the utilization rate for locations for a given schedule. **Previous topic:** [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.") **Next topic:** [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.") *[\>]: and then