--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Help optimize team productivity # Platform Help optimize team productivity agentic workflow {#ariaid-title1} * Release version: Australia * * Updated July 21, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read Use the Platform Help optimize team productivity agentic workflow to gather relevant information about tasks automatically and make decisions about priorities and assignments. ## Help optimize team productivity overview The Help optimize team productivity agentic workflow offers multiple capabilities that can enhance your team's performance. Improving assignments based on previous work and balancing workloads, the agentic workflow can address problems that traditional work assignment rules may have. The agentic workflow performs the following tasks: * Analyzes historical performance of team members * Calculates workloads relative to each team member's typical capacity * Enables proactive team management with data-driven insights The agents, tools, and triggers that are associated with the Help optimize team productivity agentic workflow are provided by AI applications. You can [activate the agentic workflow template](https://www.servicenow.com/docs/CjkGkTFkH5wNoOmoPQlsJA "Activate an agentic workflow that come installed with ServiceNow applications in AI Agent Studio.") 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](https://www.servicenow.com/docs/fagMeD~OOuolK9sjESdaLA "Duplicate an existing agentic workflow in AI Agent Studio to save time by not having to manually configure or create agentic workflows."), 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](https://www.servicenow.com/docs/YQiwIh0UNsqUGKnKcD1BQg "ServiceNow structures its products and packages in three tiers — Foundation, Advanced, and Prime. Each tier incorporates AI and builds progressively on the previous one with additional AI capabilities, agents, and governance tools."). ## 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. ## Role masking Required role: sn_uxc_gen_ai.platform_ai_help_allocate_work. Agentic workflows and their AI agents use [role masking](https://www.servicenow.com/docs/zYD_mMqSIHlofdszXVeGhw "Role masking for AI agents and agentic workflows helps users enhance security by enabling them to limit their roles during tool execution and verify that AI agents run with least-access privileges.") 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](https://www.servicenow.com/docs/qxzXRhxS2boNbPatAyZ7aQ "In the guided setup for an agentic workflow, define security controls for who can access the agentic workflow and what data the agentic workflow has access to."). In the data access settings, you must also add the necessary roles to enable reading of the tables for records assigned to team members. 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 Optimal Ticket Assignment. * In the Now Assist Skill Config Var Set related list, select Work Allocator. * Edit the variable values. * Save or update the record. The Help optimize team productivity configuration variable sets include the following variables. {#help-optimize-productivity__entry__2} | Config field | Description | |-|-| | Tickets per batch | The number of tickets processed by the agentic workflow for evaluation. Default: 25 | | Metrics Calculation Window | How many days back to include in metric calculations. Default: 600 | | Assignment Group | The assignment group whose tickets are used for evaluation, analysis, and recommendations. | | Table for Query | The table used to gather information about the work assigned to team members. | | Backlog Ticket Query | Filter conditions for determining what counts as "backlog" work for team members to complete. | | Similarity Score Table | The table used for gathering information about other work that has been previously assigned to team members. | | Similarity Score Fields | Fields to consider for calculating which tasks are similar to the one that needs assigning. For example, selecting category and subcategory as similarity score fields includes those fields in calculating whether a team member has worked on similar assignments within the metric calculation window. | [Table 1. Help optimize team productivity Work Allocator configuration] {#help-optimize-productivity__entry__18} | Config field | Description | |-|-| | Enable scheduled job | Enable the agentic workflow to run on its own using a scheduled job. | | Assignment Group | The assignment group whose tickets are used for evaluation, analysis, and recommendations. | | Scheduled job | The name of the scheduled job that runs to trigger the agentic workflow. | | Scheduler frequency | How often the scheduled job runs and triggers the agentic workflow. | [Table 2. Help optimize team productivity Trigger frequency configuration] ## Accessing the Help optimize team productivity agentic workflow To access the agentic workflow: 1. Navigate to AllAI Agent StudioCreate and manage. 2. Select Help optimize team productivity. {#help-optimize-productivity__ol_fkq_csr_y2c} 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. ## Testing the Help optimize team productivity 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](https://www.servicenow.com/docs/qxzXRhxS2boNbPatAyZ7aQ "In the guided setup for an agentic workflow, define security controls for who can access the agentic workflow and what data the agentic workflow has access to."). 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](https://www.servicenow.com/docs/baKtFNhlJsMa26MSHYAVqg "Test your agentic workflow in AI Agent Studio to analyze how it functions while it executes the instructions that you defined."). If you want to evaluate the agentic workflow over many different execution logs, run an [automated evaluation](https://www.servicenow.com/docs/FVbxxoeAAPQLHkG3G7BqyA "Evaluate agentic AI assets against datasets to monitor performance and compare benchmarks."). ## Sample utterance After the workflow has been activated in AI Agent Studio, enter "Give me optimized assignment evaluations for the Software assignment group" or similar phrases in the ServiceNow Otto panel to trigger the workflow. You must name the specific assignment group you're allocating work for. 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. ## AI agents used in the Help optimize team productivity agentic workflow The following table lists the agents that are used in the Help optimize team productivity 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. {#help-optimize-productivity__entry__29} | AI agent name | AI agent description | Role required | |-|-|-| | Work Allocator AI Agent | Streamlines ticket management by automatically fetching backlog tickets, evaluating agent workloads and performance metrics, and assigning tickets to agents in a way that optimizes distribution and operational efficiency. | sn_uxc_gen_ai.platform_ai_help_allocate_work | [Table 3. AI agents names and descriptions in the Help optimize team productivity agentic workflow] ## Other Platform agentic workflows For more information on other agentic workflows that are associated with the Platform workflow, see [Platform agentic workflows](https://www.servicenow.com/docs/BSz3E8ljF3WggnC662T0gw "You can use the available Platform agentic workflows to achieve business outcomes with self-executing autonomous AI agents."). *[\>]: and then