Agent Client Collector (ACC) diagnostic workflow

Enable and use AI agents to examine agent behavior through the Agent Client Collector (ACC) diagnostic workflow.

Before you begin

• Ensure that the Now Assist panel is enabled on your instance. For details, see Activate the Now Assist panel standard chat.
• Ensure that Now Assist for IT Operations Management (ITOM) is installed on your instance. For more information, see Install the Now Assist for IT Operations Management (ITOM) plugin.
• Enable the Agent Client Collector diagnostic workflow in AI Agent Studio.
  1. Select All > AI Agent Studio > Create and manage.
  2. On the Agentic workflows tab, select Agent Client Collector (ACC) Diagnostic.
  3. Select the Select channels and status option.
  4. In the Engage via the Now Assist panel, slide the Display toggle bar to the right (active).

     Figure 1. Display toggle bar

     

• Role required: agent_client_collector_admin, agent_client_collector_user, or now_assist_panel_user

About this task

Invoke the Agent Client Collector (ACC) diagnostic workflow to:

• Question issues of an ACC agent while on an ACC form.
• Request suggestions to remediate a specific ACC error code.

Procedure

1. In a ServiceNow instance, select the Now Assist icon ().
2. In the Now Assist panel, enter prompts to invoke the ACC diagnostic workflow and perform remediation actions on the agent.
   Possible prompts include:

   • Diagnose issues with ACC agent <agent name>
   • Multiple errors on <agent name>, diagnose them
   • Provide suggestions to remediate ACC error code <error code number>

Result

An error report is generated, based on the activity logged by the Agent Client Collector Framework.