---
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


---

# Agentic workflows

# Agentic workflows {#ariaid-title1}

Release version: Brazil  
Updated October 5, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 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 Agentic workflows

Agentic workflows in ServiceNow are AI-driven orchestrations that leverage multiple AI agents to dynamically plan, execute, and adapt actions to achieve specific business outcomes.
Unlike single-step automations, these workflows handle variable procedures such as investigation, remediation, and analysis, adjusting their steps based on context, data, and intermediate results.
They enable resolution of complex tasks by coordinating generative AI skills and AI agents across systems and records.
Show full answer Show less  
Access to agentic workflows and related AI features depends on your ServiceNow licensing tier, with many templates available for activation, duplication, or customization. You can also create UI actions for these workflows within AI Agent Studio for enhanced user interaction.

## Key Features

* **Outcome-Oriented:** Focus on solving business problems or goals rather than completing isolated tasks.
* **Multi-Agent Coordination:** Invoke multiple AI agents and generative AI skills to gather data, reason, act, and verify results.
* **Adaptive Execution:** Modify workflow paths based on findings or system responses, suitable for non-deterministic scenarios like troubleshooting.
* **Cross-System Integration:** Read and update data across ServiceNow and connected systems to trigger downstream actions.
* **Flexible Initiation:** Workflows can be triggered automatically or by users via contextual UI actions.

## Practical Uses

* Resolve repeatable but variable decision-based tasks.
* Investigate and analyze issues by gathering contextual data.
* Execute remediation steps tailored to findings.
* Support exploratory and analytical workflows for users.

## Available Agentic Workflows by Business Area

ServiceNow provides a wide range of agentic workflows tailored to specific domains and applications, enabling customers to leverage AI across various operational areas:

* **IT and Digital Operations:** Asset management, IT operations management, alert triage, incident management, change request assessment, and more.
* **Security and Risk:** Regulatory planning, risk identification, vulnerability response, security incident analysis, and exposure assessments.
* **Customer Experiences (CRM):** Fraud dispute resolution, complaint handling, case triage, field service, manufacturing recalls, and sales lead nurturing.
* **Employee Experiences:** Finance and supply chain procurement, contract management, health and safety incident management, HR service delivery, legal requests, supplier lifecycle, and workplace service delivery.
* **AI Platform:** Incident trend analysis, task classification, error remediation, work plan generation, notification processing, CMDB governance, and Vault security management.
* **App Development:** Creation of in-app agents, skills, workflows, and themes using ServiceNow Otto.

## What ServiceNow Customers Can Expect

By utilizing agentic workflows, customers can automate complex, variable processes with AI that adapts in real-time, improving efficiency and accuracy. These workflows help resolve issues faster, reduce manual intervention, and deliver consistent outcomes across IT, security, customer service, employee engagement, and app development domains. The availability of pre-built templates and customization options makes it easier to implement AI-driven processes aligned with specific organizational needs.  
Agentic workflows are AI‑driven workflow orchestrations that use one or more AI agents to achieve a specific outcome. They go beyond single‑step automation by dynamically planning, executing, and adapting actions based on
context, data, and intermediate results.
Agentic workflows handle routine but variable procedures, such as investigation, remediation, and analysis, where the exact steps may differ from case to case.  
Note:  
Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/QCGkmpN33vownhxo8L1ecg "ServiceNow structures its products and packages in three tiers — Foundation, Advanced, and Prime. Each tier incorporates AI and builds progressively on the previous one with additional AI capabilities, agents, and governance tools.").

## Agentic workflows overview {#sn-aia-use-cases-list__section_lrx_m4n_g2c}

Agentic workflows use multiple AI agents to achieve specific outcomes. Different workflows offer different available tasks. Many agentic workflow templates are available for you to activate, duplicate, or customize. For more
information, see [Activate an agentic workflow template](https://www.servicenow.com/docs/9UjEwm2jQ1rzG05iHokkgA "Activate an agentic workflow that come installed with ServiceNow applications in AI Agent Studio.") and [Duplicate an 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.").

For more information about the in-product agentic AI experience, see [In-product agentic AI](https://www.servicenow.com/docs/EpcQgY1TW9zL1noCh~NGXA "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."). You can create UI actions for your agentic workflows in AI Agent Studio. Open the agentic workflow, navigate to the [Select channels and access](https://www.servicenow.com/docs/i8iYrT4Fz8k1drnHe1MrPQ "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.

## What an agentic workflow does {#sn-aia-use-cases-list__section_nj5_5gn_bjc}

Agentic workflows can:

* Achieve an outcome, not just complete a taskThe workflow focuses on resolving a business problem or completing a goal, rather than executing a single action.

* Coordinate multiple AI agents and skillsAgentic workflows can invoke generative AI skills and AI agents as needed to gather information, reason over data, take action, and verify results.

* Adapt to variabilityWorkflows can adjust execution paths based on conditions, findings, or system responses, making them suitable for non-deterministic scenarios such as troubleshooting or analysis.

* Operate across systems and recordsAgentic workflows interact with the ServiceNow AI Platform and connected systems to read data, update records, and trigger downstream actions.

{#sn-aia-use-cases-list__ul_qzn_ygn_bjc}

## How agentic workflows are used {#sn-aia-use-cases-list__section_nv2_khn_bjc}

Agentic workflows are commonly used to:

* Resolve tasks that follow a repeatable decision pattern but vary in execution.
* Investigate issues by gathering and analyzing contextual data.
* Execute remediation steps based on findings.
* Assist users with analytical or exploratory workflows.
{#sn-aia-use-cases-list__ul_pfh_mhn_bjc}

Depending on the product and configuration, agentic workflows can be triggered automatically or initiated by a user through a contextual UI or action.

## Available agentic workflows {#sn-aia-use-cases-list__section_nv2_khn_bjz}

The following tables describe the available agentic workflows that are included in the ServiceNow applications, grouped by workflow area.

## IT and digital operations {#sn-aia-use-cases-list__section_aw-technology-workflow}

{#sn-aia-use-cases-list__table_aw-technology-workflow__entry__2}

| Product | Available agentic workflows |
|-|-|
| [Enterprise Asset Management](https://www.servicenow.com/docs/access?context=enterprise-asset-management&version=brazil&pubname=brazil-it-asset-management&ft:locale=en-US) | * [Help repair enterprise assets](https://www.servicenow.com/docs/access?context=now-assist-eam-help-repair-enterprise-assets-workflow&version=brazil&pubname=brazil-it-asset-management&ft:locale=en-US) * [Help manage enterprise asset requests](https://www.servicenow.com/docs/access?context=now-assist-eam-help-manage-enterprise-asset-requests-workflow&version=brazil&pubname=brazil-it-asset-management&ft:locale=en-US) |
| [IT Operations Management](https://www.servicenow.com/docs/access?context=r_ITOMApplications&version=brazil&pubname=brazil-it-operations-management&ft:locale=en-US) | [ITOM Visibility](https://www.servicenow.com/docs/access?context=itom-visibility-landing-page&version=brazil&pubname=brazil-it-operations-management&ft:locale=en-US) * [Pattern diagnostic](https://www.servicenow.com/docs/access?context=pattern-diagnostic-agentic-workflow&version=brazil&pubname=brazil-it-operations-management&ft:locale=en-US) * [Analyze potential impact](https://www.servicenow.com/docs/access?context=now-assist-itom-analyze-potential-impact-workflow&version=brazil&pubname=brazil-it-operations-management&ft:locale=en-US) * [Firewall management task creation](https://www.servicenow.com/docs/access?context=firewall-rule-requests-ai-workflow&version=brazil&pubname=brazil-it-operations-management&ft:locale=en-US) {#sn-aia-use-cases-list__ul_g5h_h52_5kc} [ITOM AIOps](https://www.servicenow.com/docs/access?context=itom-health-landing-page&version=brazil&pubname=brazil-it-operations-management&ft:locale=en-US) * [Triage and analyze alerts](https://www.servicenow.com/docs/access?context=itom-alert-triage-agentic-workflow&version=brazil&pubname=brazil-it-operations-management&ft:locale=en-US) * [Analyze alert impact](https://www.servicenow.com/docs/access?context=now-assist-itom-agentic-aia&version=brazil&pubname=brazil-it-operations-management&ft:locale=en-US) * [Analyze potential impact](https://www.servicenow.com/docs/access?context=now-assist-itom-analyze-potential-impact-workflow&version=brazil&pubname=brazil-it-operations-management&ft:locale=en-US) * [Manage alerts autonomously](https://www.servicenow.com/docs/access?context=itom-autonomous-operator-workflow&version=brazil&pubname=brazil-it-operations-management&ft:locale=en-US) * [Agent Client Collector (ACC) diagnostic workflow](https://www.servicenow.com/docs/access?context=use-acc-diagnostic-workflow&version=brazil&pubname=brazil-it-operations-management&ft:locale=en-US) {#sn-aia-use-cases-list__ul_gcz_mw2_5kc} |
| [Now Assist for Operational Technology Service Management (OTSM)](https://www.servicenow.com/docs/access?context=now-assist-for-operational-technology-service-management&version=brazil&pubname=brazil-operational-technology&ft:locale=en-US) | [Generate OT KB articles agentic workflow](https://www.servicenow.com/docs/access?context=agent-ot-knowledge-generator&version=brazil&pubname=brazil-operational-technology&ft:locale=en-US) |
| [Operational Technology (OT) Manager Foundation](https://www.servicenow.com/docs/access?context=now-assist-for-otm-landing&version=brazil&pubname=brazil-operational-technology&ft:locale=en-US) | [Import the OT device spreadsheet into OT CMDB](https://www.servicenow.com/docs/access?context=now-assist-otm-aiagents-import-ot-device-workflow&version=brazil&pubname=brazil-operational-technology&ft:locale=en-US) |
| [ServiceNow Otto for Enterprise Architecture (EA)](https://www.servicenow.com/docs/access?context=now-assist-ea&version=brazil&pubname=brazil-application-portfolio-management&ft:locale=en-US) | [Generate enterprise architecture diagram](https://www.servicenow.com/docs/access?context=now-assist-aiagents-ea-diagramming-usecase&version=brazil&pubname=brazil-application-portfolio-management&ft:locale=en-US) |
| [ServiceNow Otto for Hardware Asset Management (HAM)](https://www.servicenow.com/docs/access?context=now-assist-ham&version=brazil&pubname=brazil-it-asset-management&ft:locale=en-US) | * [Help manage hardware asset requests](https://www.servicenow.com/docs/access?context=now-assist-ham-fulfill-req-agent-workflow&version=brazil&pubname=brazil-it-asset-management&ft:locale=en-US) * [Help repair hardware assets](https://www.servicenow.com/docs/access?context=now-assist-ham-repair-agent-workflow&version=brazil&pubname=brazil-it-asset-management&ft:locale=en-US) |
| [ServiceNow Otto for IT Service Management (ITSM)](https://www.servicenow.com/docs/access?context=now-assist-itsm&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US) | * [Assess conflicts for a change request](https://www.servicenow.com/docs/access?context=now-assist-itsm-aiagents-assess-conflicts-workflow&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US) * [Assess quality of a change request](https://www.servicenow.com/docs/access?context=now-assist-itsm-aiagents-assess-quality-change-request-workflow&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US) * [Create outages for a change request](https://www.servicenow.com/docs/access?context=now-assist-itsm-aiagents-create-outages-for-a-change-request&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US) * [Create standard change request](https://www.servicenow.com/docs/access?context=now-assist-itsm-aiagents-create-change-request-workflow&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US) * [Create standard change template proposal](https://www.servicenow.com/docs/access?context=now-assist-itsm-aiagents-create-standard-change-template-proposal&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US) * [DEX issue diagnosis and resolution](https://www.servicenow.com/docs/access?context=now-assist-itsm-dex-diagnosis-resolution-workflow&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US) * [Explain SLA](https://www.servicenow.com/docs/access?context=now-assist-itsm-aiagents-explain-sla-workflow&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US) * [Generate change request plans](https://www.servicenow.com/docs/access?context=now-assist-itsm-aiagents-change-planner-usecase&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US) * [Generate post incident reviews](https://www.servicenow.com/docs/access?context=now-assist-itsm-aiagents-mim-usecase&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US) * [Incident assist](https://www.servicenow.com/docs/access?context=now-assist-itsm-incident-assist-workflow&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US) * [Investigate and resolve ITSM incidents](https://www.servicenow.com/docs/access?context=now-assist-itsm-aiagents-incident-resolver-workflow&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US) * [Manage Microsoft 365 group members](https://www.servicenow.com/docs/access?context=now-assist-itsm-aiagents-O365-groupmembers-workflow&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US) * [Notify users with Twilio](https://www.servicenow.com/docs/access?context=now-assist-itsm-aiagents-twilio-text-usecase&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US) * [Schedule a change](https://www.servicenow.com/docs/access?context=now-assist-itsm-aiagents-schedule-change-agentic-workflow&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US) * [Suggest configuration items for a change request](https://www.servicenow.com/docs/access?context=now-assist-itsm-aiagents-suggest-configuration-items-for-a-change-request&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US) * [Triage and categorize ITSM incidents](https://www.servicenow.com/docs/access?context=now-assist-itsm-aiagents-catincidents-usecase&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US) * [Who is On Call](https://www.servicenow.com/docs/access?context=now-assist-itsm-aiagents-on-call-usecase&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US) * [Wrap-up and resolve ITSM incidents](https://www.servicenow.com/docs/access?context=now-assist-itsm-wrap-up-resolve-incident-aw&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US) {#sn-aia-use-cases-list__ul_wzp_r5k_m2c} |
| [ServiceNow Otto for Software Asset Management (SAM)](https://www.servicenow.com/docs/access?context=now-assist-sam&version=brazil&pubname=brazil-it-asset-management&ft:locale=en-US) | * [Create software reclamation rule](https://www.servicenow.com/docs/access?context=now-assist-sam-create-software-reclamation-rule-workflow&version=brazil&pubname=brazil-it-asset-management&ft:locale=en-US) * [Evaluate software removal candidate](https://www.servicenow.com/docs/access?context=now-assist-sam-evaluate-removal-candidate-workflow&version=brazil&pubname=brazil-it-asset-management&ft:locale=en-US) * [Help manage software asset requests](https://www.servicenow.com/docs/access?context=now-assist-sam-fulfill-sw-asset-requests-workflow&version=brazil&pubname=brazil-it-asset-management&ft:locale=en-US) |
| [ServiceNow Otto for Strategic Portfolio Management](https://www.servicenow.com/docs/access?context=now-assist-spm&version=brazil&pubname=brazil-it-business-management&ft:locale=en-US) | * [Generate Agile stories](https://www.servicenow.com/docs/access?context=generate-agile-story-planning-items&version=brazil&pubname=brazil-it-business-management&ft:locale=en-US) * [Monitor project tasks](https://www.servicenow.com/docs/access?context=na-spm-task-monitoring-usecase&version=brazil&pubname=brazil-it-business-management&ft:locale=en-US) |
[ ]

{#sn-aia-use-cases-list__table_aw-technology-workflow}

## Security and Risk {#sn-aia-use-cases-list__section_aw-security-workflow}

{#sn-aia-use-cases-list__table_aw-security-workflow__entry__2}

| Product | Available agentic workflows |
|-|-|
| [ServiceNow Otto for Integrated Risk Management (IRM)](https://www.servicenow.com/docs/access?context=now-assist-for-irm&version=brazil&pubname=brazil-governance-risk-compliance&ft:locale=en-US) | * [Generate regulatory action plans](https://www.servicenow.com/docs/access?context=generate_regulatory_action_plans&version=brazil&pubname=brazil-governance-risk-compliance&ft:locale=en-US) * [Get regulatory analysis](https://www.servicenow.com/docs/access?context=get-rcm-reg-insight&version=brazil&pubname=brazil-governance-risk-compliance&ft:locale=en-US) * [Identify risks for an entity](https://www.servicenow.com/docs/access?context=identify-risks-for-entity&version=brazil&pubname=brazil-governance-risk-compliance&ft:locale=en-US) * [Optimize issue resolution](https://www.servicenow.com/docs/access?context=generate-grc-issue-resolution&version=brazil&pubname=brazil-governance-risk-compliance&ft:locale=en-US) |
| [ServiceNow Otto for Operational Sustainability Management](https://www.servicenow.com/docs/access?context=now-assist-for-esg&version=brazil&pubname=brazil-environmental-social-governance&ft:locale=en-US) | [Generate carbon calculations for metrics](https://www.servicenow.com/docs/access?context=generate-carbon-calculcations-for-metrics&version=brazil&pubname=brazil-environmental-social-governance&ft:locale=en-US) |
| [ServiceNow Otto for Security Incident Response (SIR)](https://www.servicenow.com/docs/access?context=now-assist-security-incident-landing&version=brazil&pubname=brazil-security-management&ft:locale=en-US) | * [Analyze security operations metrics](https://www.servicenow.com/docs/access?context=now-assist-sir-soc-efficiency-usecase&version=brazil&pubname=brazil-security-management&ft:locale=en-US) * [Close security incident](https://www.servicenow.com/docs/access?context=now-assist-sir-close-incident-usecase&version=brazil&pubname=brazil-security-management&ft:locale=en-US) * [Generate SIR shift handover report](https://www.servicenow.com/docs/access?context=add-incidents-shifthandover-ai-agent&version=brazil&pubname=brazil-security-management&ft:locale=en-US) * [Resolve security incident](https://www.servicenow.com/docs/access?context=now-assist-sir-resolve-incident-ai-workflow&version=brazil&pubname=brazil-security-management&ft:locale=en-US) |
| [Vulnerability Response](https://www.servicenow.com/docs/access?context=vuln-landing-page&version=brazil&pubname=brazil-security-management&ft:locale=en-US) | * [Retrieve Vulnerability and exposure data with generative AI](https://www.servicenow.com/docs/access?context=retrieve-vr-data&version=brazil&pubname=brazil-security-management&ft:locale=en-US) * [Assess your exposure to vulnerabilities](https://www.servicenow.com/docs/access?context=assess-exposure-vr-aiagent&version=brazil&pubname=brazil-security-management&ft:locale=en-US) * [Analyze vulnerability remediation status](https://www.servicenow.com/docs/access?context=sla-targets-vr-aiagent&version=brazil&pubname=brazil-security-management&ft:locale=en-US) * [Security Exposure 360](https://www.servicenow.com/docs/access?context=now-assist-review-vulnerability-exposure-data&version=brazil&pubname=brazil-security-management&ft:locale=en-US) {#sn-aia-use-cases-list__ul_cz3_mbb_njc} |
[ ]

{#sn-aia-use-cases-list__table_aw-security-workflow}

## Customer experiences (CRM) {#sn-aia-use-cases-list__section_aw-customer-workflow}

{#sn-aia-use-cases-list__table_aw-customer-workflow__entry__2}

| Product | Available agentic workflows |
|-|-|
| [Financial Services Operations (FSO)](https://www.servicenow.com/docs/access?context=fso-overview&version=brazil&pubname=brazil-financial-services-operations&ft:locale=en-US) | [Help resolve friendly fraud disputes](https://www.servicenow.com/docs/access?context=friendly-fraud-agentic-ai-workflow&version=brazil&pubname=brazil-financial-services-operations&ft:locale=en-US) |
| [ServiceNow Otto for Customer Service Management (CSM)](https://www.servicenow.com/docs/access?context=now-assist-csm&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US) | * [Accelerate complaint case handling](https://www.servicenow.com/docs/access?context=accelerate-complaint-case-handling&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US) * [Provide Customer 360 insights](https://www.servicenow.com/docs/access?context=customer-service-management-ai-agent-collection-customer-360&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US) * [Triage cases](https://www.servicenow.com/docs/access?context=case-resolving-use-case&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US) |
| [Field Service Management](https://www.servicenow.com/docs/access?context=fsm-application-landing-page&version=brazil&pubname=brazil-field-service-management&ft:locale=en-US) | [Create a work order](https://www.servicenow.com/docs/access?context=create-work-order-now-assist-fsm&version=brazil&pubname=brazil-field-service-management&ft:locale=en-US) |
| [ServiceNow Otto for Manufacturing Commercial Operations (MCO)](https://www.servicenow.com/docs/access?context=ai-in-mco&version=brazil&pubname=brazil-manufacturing&ft:locale=en-US) | [Execute recall campaigns faster](https://www.servicenow.com/docs/access?context=execute-recall-campaigns&version=brazil&pubname=brazil-manufacturing&ft:locale=en-US) |
| [ServiceNow Otto for Public Sector Digital Services (PSDS)](https://www.servicenow.com/docs/access?context=bun-public-sector-landing-page&version=brazil&pubname=brazil-government-industry&ft:locale=en-US) | Help manage public information requests |
| [Sales Customer Relationship Management](https://www.servicenow.com/docs/access?context=order-mgt-overview&version=brazil&pubname=brazil-order-management&ft:locale=en-US) | [Help nurture new leads](https://www.servicenow.com/docs/access?context=help-nurture-new-leads-agentic-workflow&version=brazil&pubname=brazil-order-management&ft:locale=en-US) |
| [Customer Success Management](https://www.servicenow.com/docs/access?context=account-lifecycle-events-landing&version=brazil&pubname=brazil-acct-lifecycle-events&ft:locale=en-US) | * [Analyze risk and recommend solutions](https://www.servicenow.com/docs/access?context=now-assist-tmt-resolve-risk&version=brazil&pubname=brazil-acct-lifecycle-events&ft:locale=en-US) * [Draft and schedule touchpoint meetings](https://www.servicenow.com/docs/access?context=now-assist-tmt-touchpoint-meeting-scheduler&version=brazil&pubname=brazil-acct-lifecycle-events&ft:locale=en-US) * [Monitor engagement health](https://www.servicenow.com/docs/access?context=now-assist-tmt-monitor-health&version=brazil&pubname=brazil-acct-lifecycle-events&ft:locale=en-US) * [Support renewals and expansions](https://www.servicenow.com/docs/access?context=now-assist-tmt-renewal-analyzer&version=brazil&pubname=brazil-acct-lifecycle-events&ft:locale=en-US) {#sn-aia-use-cases-list__ul_jz3_cpt_5kc} |
| [Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/access?context=telecom-media-tech-landing&version=brazil&pubname=brazil-telecom-media-technology&ft:locale=en-US) | * [Analyze network incident](https://www.servicenow.com/docs/access?context=network-incident-analysis-usecase&version=brazil&pubname=brazil-telecom-media-technology&ft:locale=en-US) * [Customer voice quality issue resolutions](https://www.servicenow.com/docs/access?context=now-assist-customer-voice&version=brazil&pubname=brazil-telecom-media-technology&ft:locale=en-US) * [Help remediate bill issues](https://www.servicenow.com/docs/access?context=billissue-remediation-usecase&version=brazil&pubname=brazil-telecom-media-technology&ft:locale=en-US) * [Service test and repair](https://www.servicenow.com/docs/access?context=now-assist-tmt-service-test-repair-agentic-workflow&version=brazil&pubname=brazil-telecom-media-technology&ft:locale=en-US) * [Smart Actions for Telecom](https://www.servicenow.com/docs/access?context=now-assist-tmt-smart-actions-agentic-workflow&version=brazil&pubname=brazil-telecom-media-technology&ft:locale=en-US) {#sn-aia-use-cases-list__ul_iyn_n3q_l3c} |
| [Service Exchange](https://www.servicenow.com/docs/access?context=tmt-service-bridge-both-landing-page&version=brazil&pubname=brazil-service-exchange&ft:locale=en-US) | * [Service Exchange Knowledge Assistant](https://www.servicenow.com/docs/access?context=now-assist-tmt-service-exchange-assistant-se&version=brazil&pubname=brazil-service-exchange&ft:locale=en-US) * [Service Exchange onboarding](https://www.servicenow.com/docs/access?context=now-assist-tmt-register-consumer-users-sb&version=brazil&pubname=brazil-service-exchange&ft:locale=en-US) {#sn-aia-use-cases-list__ul_kqj_jpt_5kc} |
| [ServiceNow Otto for Care Team Operations](https://www.servicenow.com/docs/access?context=now-assist-for-healthcare-and-life-sciences&version=brazil&pubname=brazil-healthcare-life-sciences&ft:locale=en-US) | [Request care team assistance](https://www.servicenow.com/docs/access?context=hco-now-assist-request-assistance&version=brazil&pubname=brazil-healthcare-life-sciences&ft:locale=en-US) |
[ ]

{#sn-aia-use-cases-list__table_aw-customer-workflow}

## Employee experiences {#sn-aia-use-cases-list__section_aw-employee-workflow}

{#sn-aia-use-cases-list__table_aw-employee-workflow__entry__2}

| Product | Available agentic workflows |
|-|-|
| [Now Assist for Finance and Supply Chain (FSC)](https://www.servicenow.com/docs/access?context=now-assist-fsc-common-landing&version=brazil&pubname=brazil-source-to-pay-operations&ft:locale=en-US) | [Conversational intake for sourcing and procurement](https://www.servicenow.com/docs/access?context=spo-help-fulfill-pr-agentic&version=brazil&pubname=brazil-source-to-pay-operations&ft:locale=en-US) |
| [Purchase Order Management](https://www.servicenow.com/docs/access?context=purchase-order-mgmt-landing-page&version=brazil&pubname=brazil-source-to-pay-operations&ft:locale=en-US) | * [Define PO exception mitigation strategy](https://www.servicenow.com/docs/access?context=mitigation-strategies-for-po-exceptions&version=brazil&pubname=brazil-source-to-pay-operations&ft:locale=en-US) * [Email Intent to Action](https://www.servicenow.com/docs/access?context=convert-emails-to-exceptions&version=brazil&pubname=brazil-source-to-pay-operations&ft:locale=en-US) {#sn-aia-use-cases-list__ul_hyr_q5l_m3c} |
| [Contract Management Pro](https://www.servicenow.com/docs/access?context=cncore-cmpro-landing-page&version=brazil&pubname=brazil-employee-service-management&ft:locale=en-US) | * [Conversational contract search and insights](https://www.servicenow.com/docs/access?context=cncore-conf-converse-skill&version=brazil&pubname=brazil-employee-service-management&ft:locale=en-US) * [Manage contract repository](https://www.servicenow.com/docs/access?context=cmpro-na-reminder-agentic-wf&version=brazil&pubname=brazil-employee-service-management&ft:locale=en-US) |
| [ServiceNow Otto for Core Business Suite (CBS)](https://www.servicenow.com/docs/access?context=now-assist-cbs&version=brazil&pubname=brazil-core-business-suite&ft:locale=en-US) | [CBS setup](https://www.servicenow.com/docs/access?context=using-ai-agent-workflows-na-cbs&version=brazil&pubname=brazil-core-business-suite&ft:locale=en-US) |
| [ServiceNow Otto for Health and Safety](https://www.servicenow.com/docs/access?context=now-assist-hs-landing&version=brazil&pubname=brazil-employee-service-management&ft:locale=en-US) | * [Create actions for safety incidents](https://www.servicenow.com/docs/access?context=create-actions-safety-incidents&version=brazil&pubname=brazil-employee-service-management&ft:locale=en-US) * [Help resolve health and safety cases agentic workflow](https://www.servicenow.com/docs/access?context=help-resolve-safety-cases-agentic-workflow&version=brazil&pubname=brazil-employee-service-management&ft:locale=en-US) * [Health safety incident patterns assistant agentic workflow](https://www.servicenow.com/docs/access?context=hs-incident-pattern-analysis-agentic-workflow&version=brazil&pubname=brazil-employee-service-management&ft:locale=en-US) |
| [ServiceNow Otto for HR Service Delivery (HRSD)](https://www.servicenow.com/docs/access?context=now-assist-hrsd&version=brazil&pubname=brazil-employee-service-management&ft:locale=en-US) | * [Help resolve tuition requests](https://www.servicenow.com/docs/access?context=now-assist-hrsd-ai-agents-policy-resolving-tr-usecase&version=brazil&pubname=brazil-employee-service-management&ft:locale=en-US) * [Help resolve tuition reimbursement requests](https://www.servicenow.com/docs/access?context=resolve-tuition-reimbursement-requests&version=brazil&pubname=brazil-employee-service-management&ft:locale=en-US) * [Predict service and transfer HR cases](https://www.servicenow.com/docs/access?context=predict-transfer-hrcase&version=brazil&pubname=brazil-employee-service-management&ft:locale=en-US) * [Resolve noncritical HR cases](https://www.servicenow.com/docs/access?context=employee-issue-resolver-na&version=brazil&pubname=brazil-employee-service-management&ft:locale=en-US) * [Resolve critical HR cases](https://www.servicenow.com/docs/access?context=employee-issue-resolve-critical&version=brazil&pubname=brazil-employee-service-management&ft:locale=en-US) * [Generate onboarding ramp-up plan](https://www.servicenow.com/docs/access?context=onboarding-ramp-up-plan-agentic-wf&version=brazil&pubname=brazil-employee-service-management&ft:locale=en-US) * [Recommend catalog and order guide tasks in Onboarding Journey](https://www.servicenow.com/docs/access?context=onboarding-ramp-up-plan-agentic-wf&version=brazil&pubname=brazil-employee-service-management&ft:locale=en-US) * [Offboarding knowledge transfer plan generation](https://www.servicenow.com/docs/access?context=offboarding-knowledge-x-agentic-wf&version=brazil&pubname=brazil-employee-service-management&ft:locale=en-US) * [Schedule interviews](https://www.servicenow.com/docs/access?context=use-ai-agents-to-schedule-interviews&version=brazil&pubname=brazil-employee-service-management&ft:locale=en-US) |
| [Legal Service Delivery](https://www.servicenow.com/docs/access?context=legal-management-overview&version=brazil&pubname=brazil-employee-service-management&ft:locale=en-US) | * [Conversational contract search and insights](https://www.servicenow.com/docs/access?context=cmpro-agentic-use-conv-search&version=brazil&pubname=brazil-employee-service-management&ft:locale=en-US) * [Triage legal requests](https://www.servicenow.com/docs/access?context=trans-legal-request-agent&version=brazil&pubname=brazil-employee-service-management&ft:locale=en-US) {#sn-aia-use-cases-list__ul_xsq_fr4_l3c} |
| [ServiceNow Otto for Supplier Lifecycle Operations (SLO)](https://www.servicenow.com/docs/access?context=now-assist-slo&version=brazil&pubname=brazil-source-to-pay-operations&ft:locale=en-US) | [Email intent to action](https://www.servicenow.com/docs/access?context=automated-supplier-case-creation-from-emails&version=brazil&pubname=brazil-source-to-pay-operations&ft:locale=en-US) |
| [ServiceNow Otto for Workplace Service Delivery (WSD)](https://www.servicenow.com/docs/access?context=now-assist-wsd-landing&version=brazil&pubname=brazil-employee-service-management&ft:locale=en-US) | * [Automate map updates](https://www.servicenow.com/docs/access?context=automate-map-updates-agent-ai&version=brazil&pubname=brazil-employee-service-management&ft:locale=en-US) * [Help manage workplace reservations](https://www.servicenow.com/docs/access?context=manage-workplace-reservations-agent-ai&version=brazil&pubname=brazil-employee-service-management&ft:locale=en-US) * [Manage temporary space closures](https://www.servicenow.com/docs/access?context=maintenance-meeting-room-agent-ai&version=brazil&pubname=brazil-employee-service-management&ft:locale=en-US) * [Optimize cleaning activities](https://www.servicenow.com/docs/access?context=optimize-cleaning-activities-agent&version=brazil&pubname=brazil-employee-service-management&ft:locale=en-US) * [Process images for new tasks](https://www.servicenow.com/docs/access?context=process-image-to-record-agent-for-workplace-case-creation&version=brazil&pubname=brazil-employee-service-management&ft:locale=en-US) * [Workplace Concierge](https://www.servicenow.com/docs/access?context=workplace-concierge-ai-agent&version=brazil&pubname=brazil-employee-service-management&ft:locale=en-US) |
[ ]

{#sn-aia-use-cases-list__table_aw-employee-workflow}

## AI Platform {#sn-aia-use-cases-list__section_aw-platform-workflow}

{#sn-aia-use-cases-list__table_aw-platform-workflow__entry__2}

| Product | Available agentic workflows |
|-|-|
| [Now Assist for Zero Copy Connector](https://www.servicenow.com/docs/access?context=now-assist-for-zero-copy-connector-for-erp&version=brazil&pubname=brazil-integrate-applications&ft:locale=en-US) | [Explore ERP models](https://www.servicenow.com/docs/access?context=now-assist-erp-aiagents-data-explorer-workflow&version=brazil&pubname=brazil-integrate-applications&ft:locale=en-US) |
| [Now Assist in Notifications](https://www.servicenow.com/docs/access?context=now-assist-notifications&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US) | [Email Intent to Action](https://www.servicenow.com/docs/access?context=email-agentic-workflow&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US) |
| [Now Assist Platform](https://www.servicenow.com/docs/xg1dC7gOzluSRMGU9k0yDw "The ServiceNow AI agents are entities that mimic human-like intelligence by using large language models (LLMs). AI agents can perform tasks that range from simple automated responses to complex problem solving. By using AI agents, you can reduce the workloads of your live agents and help increase their productivity.") | * [Analyze incident trends](https://www.servicenow.com/docs/5wM1HlVgjQ46O4a~NBAV8w "Use the Platform Analyze task trends agentic workflow to detect recurring task patterns so that you can understand the root cause and get recommendations to prevent them from happening in future.") * [Classify tasks](https://www.servicenow.com/docs/50HJ71BOSkk~TL~SlawjBQ "Use the Platform Classify tasks agentic workflow to gather relevant information about tasks automatically and make decisions about priorities and assignments.") * [Error Analysis and Remediation workflow](https://www.servicenow.com/docs/access?context=error-framework-daw&version=brazil&pubname=brazil-it-operations-management&ft:locale=en-US) * [Generate my work plan](https://www.servicenow.com/docs/soeoB7C1LX83YOeCu~PSpA "Use the Platform Generate my work plan agentic workflow to create personalized work plans for currently assigned work.") * [Generate resolution plans](https://www.servicenow.com/docs/iRO5tv0TD717eO3xx7B2kg "Use the Platform Generate resolution plan agentic workflow to fetch task record details, generate resolution summary steps, and update comments or work notes.") * [Help optimize team productivity](https://www.servicenow.com/docs/_qHj9bcJMjt3iGdbTXggog "Use the Platform Help optimize team productivity agentic workflow to gather relevant information about tasks automatically and make decisions about priorities and assignments.") * [Identify ways to improve services](https://www.servicenow.com/docs/AI64qgxbq_0AjI64owRKEA "Use the Platform Identify ways to improve service agentic workflow to analyze feedback, performance metrics, and historical trends that identify areas for service improvement.") * [Investigate IT problems](https://www.servicenow.com/docs/FKdjhvbPnwIoRQYbMbr2JA "Use the Platform Investigate problems agentic workflow to perform root cause and risk assessments so that you can create an actionable resolution plan for a problem.") * [Notification agent](https://www.servicenow.com/docs/access?context=notification-creation-agent&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US) * [Process images for tasks](https://www.servicenow.com/docs/uCARbV8~HInVmDDPf8VOfg "Use the Platform Process images for new tasks agentic workflow to convert images to actionable tasks.") * [Suggest survey responses](https://www.servicenow.com/docs/I9kgze9NZkUGuCFFqRRwEA "Use the Platform Propose survey responses agentic workflow to assist requesters in completing surveys.") |
| [ServiceNow Otto for Configuration Management Database (CMDB)](https://www.servicenow.com/docs/access?context=now-assist-landing-cmdb&version=brazil&pubname=brazil-servicenow-platform&ft:locale=en-US) | * [Create configuration item](https://www.servicenow.com/docs/access?context=na-cmdb-awf-ci-creator&version=brazil&pubname=brazil-servicenow-platform&ft:locale=en-US) * [Provide advice on CMDB governance](https://www.servicenow.com/docs/access?context=na-cmdb-awf-governance&version=brazil&pubname=brazil-servicenow-platform&ft:locale=en-US) * [Search CMDB](https://www.servicenow.com/docs/access?context=na-cmdb-awf-search&version=brazil&pubname=brazil-servicenow-platform&ft:locale=en-US) |
| [ServiceNow Otto for Vault](https://www.servicenow.com/docs/access?context=now-assist-vault-landing&version=brazil&pubname=brazil-platform-security&ft:locale=en-US) | * [Access observer configuration](https://www.servicenow.com/docs/access?context=now-assist-vault-access-observer-config&version=brazil&pubname=brazil-platform-security&ft:locale=en-US) * [Classify assets with ServiceNow Vault agents](https://www.servicenow.com/docs/access?context=now-assist-vault-classify-servicenow-assets&version=brazil&pubname=brazil-platform-security&ft:locale=en-US) * [Field encryption and auto-generate access policies](https://www.servicenow.com/docs/access?context=now-assist-vault-field-encryption-access-policies&version=brazil&pubname=brazil-platform-security&ft:locale=en-US) * [Field encryption with Vault module](https://www.servicenow.com/docs/access?context=now-assist-vault-field-encryption-module&version=brazil&pubname=brazil-platform-security&ft:locale=en-US) * [Securing custom apps with Vault agents](https://www.servicenow.com/docs/access?context=now-assist-vault-securing-custom-apps-agents&version=brazil&pubname=brazil-platform-security&ft:locale=en-US) * [Summarize access observer logs](https://www.servicenow.com/docs/access?context=now-assist-vault-access-observer-logs&version=brazil&pubname=brazil-platform-security&ft:locale=en-US) |
[ ]

{#sn-aia-use-cases-list__table_aw-platform-workflow}

## App development {#sn-aia-use-cases-list__section_aw-app-engine-workflow}

{#sn-aia-use-cases-list__table_aw-app-engine-workflow__entry__2}

| Product | Available agentic workflows |
|-|-|
| [Build Agent](https://www.servicenow.com/docs/access?context=build-agent&version=brazil&pubname=brazil-application-development&ft:locale=en-US) | [Create in-app agents, skills, and workflows](https://www.servicenow.com/docs/access?context=create-custom-ai-agent&version=brazil&pubname=brazil-application-development&ft:locale=en-US) |
| [ServiceNow Otto for Creator](https://www.servicenow.com/docs/access?context=now-assist-for-creator-landing&version=brazil&pubname=brazil-application-development&ft:locale=en-US) | [Create a theme using ServiceNow Otto®](https://www.servicenow.com/docs/access?context=create-theme-now-assist&version=brazil&pubname=brazil-platform-user-interface&ft:locale=en-US) |
[ ]

{#sn-aia-use-cases-list__table_aw-app-engine-workflow}