Search Q&A AI agent

This agent searches available resources to answer user queries, serving as the fallback agent when other agents cannot handle a request.

Workflow

1. Classify the user's query and search across available resources (internal knowledge base, FAQs, external sources).
2. Display the results to the user. If results are ambiguous or insufficient, prompt for clarification and refine the search.
3. If no satisfactory answer is found, suggest alternative resources or escalate.

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	Not defined.
Agent roles (ACLs)	Not defined.
Data access roles	Not defined.
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	Not applicable.