Next action recommendation AI agent

  • Release version: Australia
  • Updated August 14, 2026
  • 1 minute to read

    • This AI agent identifies the optimal steps for resolving tasks by reviewing similar record details, related list record details, relevant knowledge articles, and web search results.

    Workflow

    The agent summarizes and presents to the user a step-by-step summarized resolution plan and derived action plan.
    1. Fetch the record details.
    2. Fetch a list of similar records to understand how they were resolved.
    3. Fetch a list of related records to find all records from related lists to provide additional context.
    4. Fetch a list of relevant knowledge articles based on the short description of the task.
    5. Analyze the issue and use the web search tool to provide additional resolution steps based on the web search results.
    6. Generate the resolution steps.
    7. Display results to the user.
    Table 1. Configuration
    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.
    Tools
    Scripts
    Check Plan Action Required
    Get derived plan details
    Get record details
    Get Related List Record Details
    Get similar records
    Save activity notes
    WebSearch
    Search retrieval
    Get relevant knowledge articles
    Agent roles (ACLs) sn_uxc_gen_ai.platform_ai_next_best_action
    Data access roles sn_uxc_gen_ai.platform_ai_next_best_action, sn_hr_core.case_writer
    Triggers

    Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent.
    Channels

    Configure an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer.
    Used in agentic workflows
    • Generate resolution plans
    • Resolve critical HR Case