--- 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 --- # Platform agentic workflows # Platform agentic workflows {#ariaid-title1} Release version: Brazil Updated September 17, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Platform agentic workflows Platform agentic workflows in ServiceNow enable businesses to leverage self-executing autonomous AI agents to achieve various business outcomes. These workflows automate and enhance task management, trend analysis, resolution planning, team productivity, service improvement, and more by using specialized AI agents integrated within the ServiceNow AI Platform. Show full answer Show less ## Available Agentic Workflows and AI Agents ServiceNow offers multiple agentic workflows, each powered by one or more AI agents designed for specific functions: * **Analyze task trends:** Detects recurring patterns and predicts disruptions using the Issue trend analysis AI Agent. * **Classify tasks:** Automates task triage with field updates, sentiment evaluation, and summaries via the Record field value prediction AI agent. * **Generate my work plan:** Creates personalized work plans based on current and historical data using the Prioritize work AI agent. * **Generate resolution plan:** Analyzes tasks, produces resolution summaries, and updates comments with Next best action recommendation and Resolution Action AI Agents. * **Help optimize team productivity:** Allocates work by analyzing backlogs and past team performance via the Work Allocator AI Agent. * **Identify escalation signals:** Flags tickets at risk of escalation using the Proactive Escalation AI agent. * **Identify ways to improve service:** Provides process optimization recommendations through the Survey Analysis AI agent. * **Investigate problems:** Extracts insights from incident/problem details using the Problem investigation AI agent. * **Process images for tasks:** Converts images into tasks with the Image Processor Agent and Document and visual insights AI agent. * **Process task closure:** Assesses ticket closure eligibility and guides documentation using the Task Closure Eligibility AI Agent. * **Propose survey responses:** Suggests answers for survey questions via the Survey response suggestion AI agent and Survey filling data collection AI agent. ## Activation and Usage By default, all agentic workflows and AI agent records are read-only. To enable autonomous execution: * Activate the agentic workflow template or create a duplicate. * Activate all AI agents within the workflow. * Activate the trigger for automatic invocation, or invoke manually if preferred (trigger activation optional in this case). ## Managing AI Agents and Tools To view tools mapped to AI agents within an agentic workflow: * Navigate to **All \> AI Agent Studio \> Create and manage**. * In the Agentic workflows tab, select the desired workflow. * Within the guided setup, choose the AI agent and review tools in the Add tools and information step. This process can be repeated for all AI agents in the workflow to understand their tool mappings. ## Access via UI Actions Users can enable access to agentic workflows through UI actions by configuring the workflow in AI Agent Studio: * Open the workflow and navigate to the Select channels and access step. * Select UI actions as access points. If UI actions do not appear after configuration, ensure the system property **com.glide.agenticprocessesview.enabled** is set to true. ## Additional Notes Some AI agents may be installed on your instance but not currently used in any agentic workflows. To view all available AI agents, you can refer to the relevant ServiceNow resources on finding AI agents. You can use the available Platform agentic workflows to achieve business outcomes with self-executing autonomous AI agents. Use the following agentic workflows that are available with ServiceNow AI Platform. {#platform-use-cases__entry__3} | Agentic workflow name | Description | Available AI agents | |-|-|-| | Analyze task trends | Detects recurring patterns, predicts disruptions, and enables proactive resolutions with actionable recommendations. | Issue trend analysis AI Agent | | Classify tasks | Triages tasks by updating fields, evaluating sentiment, and summarizing. | Record field value prediction AI agent | | Generate my work plan | Provides a personalized work plan based on current work and historical data of previous work. | Prioritize work AI agent | | Generate resolution plan | Analyzes tasks, generates resolution summaries, and updates comments or work notes. | * Next best action recommendation AI agent * Resolution Action AI Agent | | Help optimize team productivity | Identifies backlog items, evaluates team member performance on previous assignments, and allocates work based on similarity to those previous assignments. | Work Allocator AI Agent | | Identify escalation signals | Assesses and reports tickets that are at risk of escalation. | Proactive Escalation AI agent | | Identify ways to improve service | Analyzes feedback, trends, and metrics and provides recommendations to help optimize processes. | Survey Analysis AI agent | | Investigate problems | Provides insights from incident or problem details. | Problem investigation AI agent | | Process images for tasks | Processes images and converts them to tasks. | * Image Processor Agent * Document and visual insights AI agent | | Process task closure | Triages tickets for closure eligibility and guides through reviewing, documenting, and closing them. | Task Closure Eligibility AI Agent | | Propose survey responses | Suggests answers for survey questions. | * Survey response suggestion AI agent * Survey filling data collection AI agent | [Table 1. Available agentic workflows for Platform] Important: By default, all agentic workflows and AI agent records are read only. To run the AI agents autonomously, you must either [activate the agentic workflow template](https://www.servicenow.com/docs/9UjEwm2jQ1rzG05iHokkgA "Activate an agentic workflow that come installed with ServiceNow applications in AI Agent Studio.") or [duplicate the agentic workflow](https://www.servicenow.com/docs/jYTn11I8S6SrpWTEmMVUYA "Duplicate an existing agentic workflow in AI Agent Studio to save time by not having to manually configure or create agentic workflows."), and then proceed with the following steps: * Activate the agentic workflow. * Activate all agents within the agentic workflow. * Activate the trigger to invoke the agentic workflow automatically. If you prefer to invoke it manually, activating the trigger isn't necessary. {#platform-use-cases__ul_cgc_ffk_h2c} ## Tools mapped to AI agents in agentic workflows To find the tools mapped to AI agents used in the agentic workflows, you can perform the following steps: 1. Navigate to AllAI Agent StudioCreate and manage 2. In the Agentic workflows tab, select the agentic workflow. 3. In the Describe and connect step of the guided setup, select the AI agent you want to see the tools for. 4. Go to the Add tools and information step. 5. Review the tools mapped to the AI agent. 6. Repeat for all AI agents in the agentic workflow. ## Agentic workflows and UI actions To enable users to access agentic workflows with UI actions, you can open the agentic workflow in AI Agent Studio and navigate to the Select channels and access step. You can select a UI action as a possible way to access the workflow If you don't see your UI actions after configuring it in AI Agent Studio, ensure that the property com.glide.agentic_processes_view.enabled is set to true. There might be AI agents installed on your instance that are not used in agentic workflows. To learn how to see all agents that are available to you, see [Find AI agents](https://www.servicenow.com/docs/fuHAbDuHgsOoIAxRRdSo8A "Find available AI agents in AI Agent Studio to explore your options when creating agentic workflows."). *[\>]: and then