Platform agentic workflows

  • Release version: Australia
  • Updated September 17, 2025
  • 2 minutes to read
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    Summary of Platform agentic workflows

    Platform agentic workflows enable ServiceNow customers to leverage self-executing autonomous AI agents to drive business outcomes. These workflows automate task analysis, prioritization, resolution planning, workload optimization, escalation detection, service improvement, problem investigation, image processing, and survey response generation using AI agents available through the ServiceNow AI Platform.

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    Key Features

    • Variety of AI Agents: Includes agents for task trend analysis, task classification, personalized work plan generation, resolution plan creation, work allocation, escalation risk assessment, service improvement recommendations, problem investigation, image processing, and survey response suggestions.
    • Activation Requirements: By default, agentic workflows and AI agent records are read-only. To run autonomously, customers must activate the agentic workflow template or create a duplicate, then activate the workflow, all included AI agents, and optionally the trigger for automatic invocation.
    • Tool Mapping: Customers can view the tools linked to each AI agent within AI Agent Studio by navigating to the agentic workflow, selecting an AI agent, and reviewing the mapped tools during the guided setup.
    • UI Action Integration: Agentic workflows can be accessed via UI actions configured in AI Agent Studio. To ensure UI actions appear, the system property com.glide.agenticprocessesview.enabled must be set to true.
    • Additional AI Agents: Some AI agents provided by the Now Assist application may not be part of agentic workflows but are still available for use. Customers can explore all available AI agents through documentation on finding AI agents.

    Practical Application

    ServiceNow customers can use platform agentic workflows to automate complex task management and service processes, improving efficiency and proactive issue resolution. The ability to customize activation and access mechanisms allows organizations to integrate these AI-driven workflows seamlessly into their existing ITSM and operational workflows.

    You can use the available Now Assist AI agents Platform agentic workflows to achieve business outcomes with self-executing autonomous AI agents.

    Use the following agentic workflows that are available with ServiceNow AI Platform.

    Table 1. Available agentic workflows for Platform

    Agentic workflow name

    Description

    Available AI agents

    Analyze task trends

    Detects recurring patterns, predicts disruptions, and enables proactive resolutions with actionable recommendations.

    Issue trend analysis AI Agent

    Classify tasks

    Triages tasks by updating fields, evaluating sentiment, and summarizing.

    Record field value prediction AI agent

    Generate my work plan

    Provides a personalized work plan based on current work and historical data of previous work.

    Prioritize work AI agent

    Generate resolution plan

    Analyzes tasks, generates resolution summaries, and updates comments or work notes.
    • Next best action recommendation AI agent
    • Resolution Action AI Agent
    Help optimize team productivity Identifies backlog items, evaluates team member performance on previous assignments, and allocates work based on similarity to those previous assignments. Work Allocator AI Agent

    Identify ways to improve service

    Analyzes feedback, trends, and metrics and provides recommendations to help optimize processes.

    Survey Analysis AI agent

    Investigate problems

    Provides insights from incident or problem details.

    Problem investigation AI agent

    Process images for tasks

    Processes images and converts them to tasks.
    • Image Processor Agent
    • Document and visual insights AI agent

    Propose survey responses

    Suggests answers for survey questions.
    • Survey response suggestion AI agent
    • Survey filling data collection AI agent
    Important:
    By default, all agentic workflows and AI agent records are read only.

    To run the AI agents autonomously, you must either activate the agentic workflow template or duplicate the agentic workflow, and then proceed with the following steps:

    • Activate the agentic workflow.
    • Activate all agents within the agentic workflow.
    • Activate the trigger to invoke the agentic workflow automatically. If you prefer to invoke it manually, activating the trigger isn’t necessary.

    Tools mapped to AI agents in agentic workflows

    To find the tools mapped to AI agents used in the agentic workflows, you can perform the following steps:

    1. Navigate to All > AI Agent Studio > Create and manage
    2. In the Agentic workflows tab, select the agentic workflow.
    3. In the Describe and connect step of the guided setup, select the AI agent you want to see the tools for.
    4. Go to the Add tools and information step.
    5. Review the tools mapped to the AI agent.
    6. Repeat for all AI agents in the agentic workflow.

    Agentic workflows and UI actions

    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.

    There might be AI agents installed with the Now Assist application that are not used in agentic workflows. To learn how to see all agents that are available to you, see Find AI agents.