---
sourceDocument: Brazil Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/intelligent-experiences

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Explain SLA AI agent

# Explain SLA AI agent {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
This agent explains Service Level Agreement (SLA) details to the user based on the provided task number. It retrieves the matching SLA using timer configurations, along with SLA breakdown details, task SLA information, and an
SLA timeline summary.

## Workflow {#plat-ai-explain-sla-ai-agent__zsmdlwierhjt}

1. Retrieve the SLA task record.
2. Display a numbered list of questions the user can ask.
3. Use the appropriate tools to retrieve the exact answer and communicate them to the user.
4. Ask the user if they have other questions.
5. Repeat until the user requests to end the conversation.
{#plat-ai-explain-sla-ai-agent__ol_hcp_qwx_njc}  
{#plat-ai-explain-sla-ai-agent__zsmdlwierhjt__entry__2}

| Field | Description |
|-|-|
| Allow third party to access this AI agent | When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs \[sn_aia_agent_config\] table on the External discoverable field. |
| Allow AI specialists to access this AI agent | When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs \[sn_aia_agent_config\] table on the Specialist enabled field. |
| Manage long-term memory | When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see [ServiceNow Otto AI agents reference](https://www.servicenow.com/docs/sa1bdHN6FqAGJmyqCFbo6w "Find more information about user roles, tables, and the different properties that are installed in ServiceNow Otto AI agents."). |
| Tools | Flow actions :   Get Matching SLA :   Get SLA Breakdown :   Get SLA Timeline :   Get Task SLA details |
| Allowed user roles The specific user roles that can access this AI agent. | sn_uxc_gen_ai.sn_aia_sla_explain |
| Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | itil |
| Triggers | Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://www.servicenow.com/docs/TTPcY_6jqFaCPLWj8oH1fQ "In the guided setup for an AI agent, add triggers to run the AI agent automatically when certain conditions are met."). |
| Channels | Enable the AI agent for the ServiceNow Otto panel. |
| Used in agentic workflows | Explain SLA |
[Table 1. Configuration]