Now Assist agentic workflows

You can customize Now Assist agentic workflows to meet the needs of your users in different workflows. For example, you can use agentic AI to help resolve tasks, execute routine but variable procedures, and investigate root causes or analytical trends.

Agentic workflows overview

Agentic workflows use multiple AI agents to achieve specific outcomes. Different workflows offer different available tasks. Many agentic workflow templates are available for you to activate, duplicate, or customize. For more information, see Activate an agentic workflow template and Duplicate an agentic workflow.

For more information about the in-product agentic AI experience, see In-product agentic AI. You can create UI actions for your agentic workflows in AI Agent Studio. Open the agentic workflow, navigate to the Select channels and access step in the guided setup, and create a UI action.

Workflow and product agentic workflows

The following table describes the available AI agents agentic workflows that are included in Now Assist applications.

Tableau 1. Available agentic workflows by product

Product	Available agentic workflows
Now Assist for Configuration Management Database (CMDB)	Create configuration item Provide advice on CMDB governance Search CMDB
Now Assist in Contract Management	Manage contract repository
Now Assist for Creator	Create a theme using Now Assist
Now Assist for Customer Service Management (CSM)	Provide Customer 360 insights Triage cases
Now Assist for Enterprise Architecture (EA)	Generate enterprise architecture diagram
Now Assist for Field Service Management (FSM)	Create a work order
Now Assist for Finance and Supply Chain (FSC)	Conversational intake for sourcing and procurement
Now Assist for Financial Services Operations (FSO)	Help resolve friendly fraud disputes
Now Assist for Hardware Asset Management (HAM)	Help manage hardware asset requests Help repair hardware assets
Now Assist for Health and Safety	Create actions for safety incidents
Now Assist for HR Service Delivery (HRSD)	Help resolve tuition requests Help resolve tuition reimbursement requests Predict service and transfer HR cases Resolve noncritical HR cases Resolve critical HR cases Generate onboarding ramp-up plan
Now Assist for Integrated Risk Management (IRM)	Generate regulatory action plans Get regulatory analysis Identify risks for an entity Optimize GRC issue resolution
Now Assist for IT Operations Management (ITOM)	Analyze alert impact Analyze potential impact Manage alerts autonomously Triage and analyze alerts
Now Assist for IT Service Management (ITSM)	Assess conflicts for a change request Assess quality of a change request Create outages for a change request Create standard change request Create standard change template proposal DEX issue diagnosis and resolution Explain SLA Generate change request plans Generate post incident reviews Investigate and resolve ITSM incidents Manage Microsoft 365 group members Notify users with Twilio Schedule a change Suggest configuration items for a change request Triage and categorize ITSM incidents Wrap-up and resolve ITSM incidents
Now Assist for Legal Service Delivery (LSD)	Conversational contract search and insights Triage legal requests
Now Assist for Manufacturing Commercial Operations (MCO)	Execute recall campaigns faster
Now Assist in Notifications	Email Intent to Action
Now Assist for Operational Sustainability Management	Generate carbon calculations for metrics
Now Assist for Operational Technology Manager (OTM)	Import the OT device spreadsheet into OT CMDB
Now Assist for Operational Technology Service Management (OTSM)	Generate OT KB articles agentic workflow
Now Assist for Public Sector Digital Services (PSDS)	Help manage public information requests
Now Assist for Purchase Order Management (POM)	Define PO exception mitigation strategy Email Intent to Action
Now Assist for Sales Force Automation (SFA)	Help nurture new leads
Now Assist for Security Incident Response	Analyze security operations metrics Close security incident Generate SIR shift handover report Resolve security incident
Now Assist for Software Asset Management (SAM)	Create software reclamation rule Evaluate software removal candidate Help manage software asset requests
Now Assist for Strategic Portfolio Management (SPM)	Generate Agile stories Monitor project tasks
Now Assist for Supplier Lifecycle Operations (SLO)	Email intent to action
Now Assist for Telecommunications, Media and Technology (TMT)	Preliminary troubleshooter Service test and repair Help remediate bill issues Analyze network incident Customer voice quality issue resolutions Monitor engagement health Recommend risk signal solutions agentic workflow Trigger risk mitigation touchpoint Support renewals and expansions Squad resource identifier Product release email communication Service Exchange onboarding
Universal Request	Universal Request Router agentic workflow
Now Assist for Vulnerability Response	Retrieve Vulnerability Response data Assess your exposure to vulnerabilities Analyze vulnerability remediation status
Now Assist for Workplace Service Delivery (WSD)	Automate map updates Help manage workplace reservations Manage temporary space closures Optimize cleaning activities
Now Assist for Zero Copy Connector	Explore ERP models
Now Assist Platform	Analyze incident trends Classify tasks Generate my work plan Generate resolution plans Identify ways to improve services Investigate IT problems Process images for tasks Suggest survey responses