--- 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 --- # In-product agentic AI # In-product experience for agentic workflows {#ariaid-title1} Release version: Australia Updated July 21, 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 In-product experience for agentic workflows ServiceNow's in-product experience for agentic workflows integrates AI-driven processes directly into record forms within the Core UI and workspaces. This allows users to monitor, interact with, and manage agentic workflows that assist in complex tasks such as generating resolution notes, investigating problems, and more. The experience supports workflows requiring human supervision by enabling users to answer follow-up questions, approve steps, and provide input within the AI Workflows panel. Show full answer Show less ## Key Features * **AI Workflows Panel:** Accessible in both Core UI forms and workspaces, this panel displays active agentic workflows on records, showing progress and historical runs for comparison. * **Human Supervision:** Users assigned as supervisors can respond to follow-up questions and approve next steps to advance workflows. * **Execution List and Filtering:** Workflow cards can be filtered by execution state (e.g., Ready for review, Completed) with clear indication of responsible users and processing statuses. * **Detailed Workflow Execution:** Selecting a workflow card reveals processing messages, step completion status, previous answers to questions, and final outputs with source citations such as Knowledge Base articles. * **Field Updates:** Fields modified by the agentic AI display a label identifying AI-driven changes, enhancing transparency. * **AI Presence Indicator:** A visual icon on record forms shows the number and status of running agentic workflows, with options to cancel active workflows. * **Status Alerts:** Users receive alerts when workflows change state or require input, with direct access to review generated outputs. * **Configuration:** UI actions for agentic workflows can be created via AI Agent Studio in the guided setup. Visibility of the AI Workflows panel depends on system properties and user workspace preferences. ## Practical Benefits for ServiceNow Customers This in-product experience enables ServiceNow customers to seamlessly incorporate AI-powered workflows into their daily processes, improving efficiency in case resolution and problem investigation. Supervisors can actively guide AI workflows, ensuring accuracy and relevance of outputs. The ability to review workflow history and outputs with source citations supports transparency and trust in AI-generated results. Alerts and status indicators keep users informed, helping maintain workflow momentum and timely decision-making. Dedicated spaces in workspaces and in the Core UI enable you to use agentic workflows directly in record forms. You can view agentic workflow progress and previous executions, and you can answer follow-up questions for ones that require human supervision. ## Agentic AI in the Core UI and workspaces Agentic workflows can help you accomplish complex tasks, such as generating resolution notes for cases and incidents or investigating problems and root causes. You can view agentic workflows running on a record in the AI Workflows panel, available in both the Core UI form and in workspaces. For agentic workflows that require human supervision, you can answer questions, approve next steps, or provide other input. In addition to monitoring current progress, you can review historical runs to compare results. To create UI actions for your agentic workflows, open the agentic workflow in AI Agent Studio, navigate to the [Select channels and access](https://www.servicenow.com/docs/Xjl_5TutJf1M~TVoliRBXw "In the guided setup for an agentic workflow, activate the agentic workflow to use in the ServiceNow Otto panel or UI actions in the Core UI and workspaces.") step in the guided setup, and create a UI action. If the AI Workflows panel is not visible, check the following: * Ensure that the property com.glide.agentic_processes_view.enabled is set to true. * Check whether the Workspace user preferences have Show the sidebar toggled on. If this setting is not enabled, the AI Workflows panel will not display. To access this setting, select the profile icon at the top right of the screen, then select Preferences. The setting is located on the Workspace tab. ## Agentic workflow execution list The list of agentic workflow cards can be filtered by execution state, and you can change the active filters at any time. Note: The Ready for review state differs from the Completed state in that the former indicates the workflow has generated some output. Agentic workflows without an output are marked only as Completed. The Supervised by field identifies the user responsible for answering follow-up questions. Only the specified user can provide answers to progress the agentic workflow, though others can view the questions asked. Each card displays the current or final processing message. To view the full list of processing messages, select the agentic workflow card to open the details. For currently running workflows, time estimates based on previous executions are displayed. For completed workflows, the cards show the total time taken. The execution list also displays the results of any workflows triggered in the ServiceNow Otto panel or triggered automatically by events, once they are complete. ## Agentic workflow execution details When you select a specific agentic workflow, you can view its processing messages and history. Processing messages indicate which steps the agentic workflow has already completed and which are still in progress. You can modify the processing messages for an AI agent or tool in AI Agent Studio. For an AI agent, open the AI agent and go to the [Select channels and access](https://www.servicenow.com/docs/HhKz5eNNqTsnqO2CTeqUPg "In the guided setup for an AI agent, activate the AI agent to use in an assistant in ServiceNow Otto for Virtual Agent, and set the processing messages.") step. For a tool, open the AI agent, go to the [Add tools and information](https://www.servicenow.com/docs/Mu3TBIv8nI_I4LHIe_6TXg "Add a tool to an AI agent to enable different functionalities and help your AI agents achieve their objectives.") step, and select the tool to open the form modal. The history section of the card can display previous answers to follow-up questions. For completed agentic workflows, you can review the final output in the history if one exists. When an output is available, you can view the sources behind the AI's reasoning by selecting the information icon. Citations can include Knowledge Base articles and lists of records. To copy the text of the final output of an agentic workflow, select the copy icon. ## Fields updated with agentic AI When an agentic workflow changes the value of a field, ServiceNow Otto displays a label beneath the field value indicating that the value was modified by AI. ## AI presence indicator While an agentic workflow is in progress on a record, an icon appears at the top of the record form alongside other UI actions. Selecting it shows how many agentic workflows are running on the record and the general status of each. To cancel an agentic workflow that is in progress, select the more options icon on the agentic workflow card, and then select Cancel. ## Alerts for agentic workflow status changes and required input When an agentic workflow changes states, such as when it completes or has a follow-up question, an alert appears at the top of the screen. If the workflow generates an output, you can select the Review button to view the final result.