Workflow data fabric product knowledge AI agent

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

    • This Workflow Data Fabric agent retrieves and summarizes knowledge articles. The agent passes the user's query verbatim to the search tool, extracts factual content from matching articles, and produces a consolidated summary with references to source documents.

    Workflow

    1. Pass the user's query verbatim to the knowledge retrieval tool.
    2. If articles are found, summarize key findings as concise bullet points and list sources with links to ServiceNow documentation.
    3. If nothing is found, provide a link to the external content connectors page so they can verify the documentation source has been crawled and indexed on their instance.
    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
    Script
    Generate External Content Connectors Link
    Search retrievals
    Search Product Knowledge
    Agent roles (ACLs) maint, wdf_builder, wdf_operator, connection_admin, wdf_consumer, df_data_steward
    Data access roles wdf_builder, wdf_consumer, wdf_operator, df_data_steward, connection_admin
    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

    Default VA Workflow

    Learn more about Workflow Data Fabric at Build an automation with AI.