Platform Classify tasks agentic workflow

Use the Platform Classify tasks agentic workflow to gather relevant information about tasks automatically and make decisions about priorities and assignments.

Classify tasks overview

The Classify tasks agentic workflow can help improve efficiency and accuracy by automatically gathering information, prioritizing tasks, assigning teams, detecting sentiment, and generating task summaries.

The agents, tools, and triggers that are associated with the Classify tasks agentic workflow are provided by AI applications. You can activate the agentic workflow template by making triggers active and setting the display settings to include the ServiceNow Otto panel. If you want to change this agentic workflow's instructions, you must duplicate it, adjust the settings to suit your specific needs, and activate the duplicated version of the agentic workflow 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.

Prerequisites and setup

To access this workflow, you must have ServiceNow Otto for Platform installed on your instance, which you can get if you install any other AI application.

For this agentic workflow to behave as expected, you must also configure Group Action Framework (GAF). See Set up AI Search for Group Action Framework and Configure Group Action Framework for more information on getting started with GAF.

Role masking

Required role: sn_uxc_gen_ai.platform_ai_classify_tasks

Agentic workflows and their AI agents use role masking 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.

In the data access settings, you must also add the necessary roles to enable reading of the tables for the records you want to classify. For example, you can add the itil role to the agentic workflow's list of approved roles so that it can access Incident records.

Additional configuration

You can change different settings related to the agentic workflow 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 Task Classify Tasks Skill Config.
• In the Now Assist Skill Config Var Set related list, select Field Predictor.
• Edit the variable values.
• Save or update the record.

The Classify tasks configuration variable set includes the following variables. You can configure either the AIS fields or the GAF field for determining how the agentic workflow gathers what work the user has. If you configure both, GAF takes priority when running the agentic workflow. For more information about GAF, see Group Action Framework.

Table 1. Classify tasks configuration

Config field	Description
Search Mode	Options include Keyword, Semantic, or Hybrid. Keyword-based searches look at individual phrases, while semantic-based searches rely on the phrasing of utterances as well. Hybrid utilizes both strategies. Default: Keyword
AIS Search Fields	Fields used by AI Search operations to find similar records for improved prediction context
Capability	OneExtend capability for enhanced field prediction functionality. See Generative AI Controller reference for more details.
GAF Config	Skill configuration for Group AI Framework (GAF).
AIS Return Fields	Fields returned by AI Search to the agentic workflow to base decisions on
GAF Config	Group Action Framework grouping configuration record, which is a collection of groups of records to make searching easier
AIS Search Profile	Profile for AI search, such as ServiceNow Otto for Virtual Agent.
Capability Payload	Server-side script to generate custom payloads for OneExtend capability integration
AIS Fallback Table	Table used if GAF is not configured
Return Fields	Field values returned from identified relevant records
Check for Issue Readiness	Uses the information provided by the Issue Readiness AI agent Warning: Only enable if the Issue Readiness AI agent is active on your instance. Otherwise, the agentic workflow will not execute.
Fields	Field values to predict and update
Table	Table where you want to execute the agentic workflow on
Search Term Source	Options include Record-based and Utterance-based. Record-based derives search terms for generating context from the record itself. Utterance-based relies on the user-submitted utterance for search term options. Default: Record-based

Accessing the Classify tasks agentic workflow

To access the agentic workflow:

1. Navigate to All > AI Agent Studio > Create and manage.
2. Select Classify tasks.

The first step of the guided setup includes a complete list of included AI agents. Selecting the name of an AI agent 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

Agentic workflows can be accessed 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 for more details about the AI Activity panel.

To enable users to access agentic workflows with UI actions, you can 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, ensure that the property com.glide.agentic_processes_view.enabled is set to true. See Enable the in-product experience for agentic workflows.

Testing the Classify tasks 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. Start a manual test, select a test type and the name of the workflow, and use utterances in the Task field like the following samples. See Test an agentic workflow execution.

If you want to evaluate the agentic workflow over many different execution logs, run an automated evaluation.

Sample utterance

After the workflow has been activated in AI Agent Studio, enter these or similar phrases in the ServiceNow Otto panel to trigger the workflow. You must have the sn.now_assist_panel_user role to run 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.

• Populate the priority and assignment group for INC0001
• Populate the empty fields on INC0001
• Find the priority for INC001

AI agents used in the Classify tasks agentic workflow

The following table lists the agents that are used in the Classify tasks agentic workflow.

Important:

In the Define availability step of each AI agent's guided setup, make sure that the Status toggle is enabled to activate the AI agent.

Table 2. AI agents names and descriptions in the Classify tasks agentic workflow

AI agent name	AI agent description	Role required
Record field value prediction AI agent	Fetches, predicts, creates, and updates records with the provided details. Provides summary and justification for recommendations.	sn_uxc_gen_ai.platform_ai_field_predictor

Other Platform agentic workflows

For more information on other agentic workflows that are associated with the Platform workflow, see Platform agentic workflows.