Platform Classify tasks agentic workflow

  • リリースバージョン: Australia
  • 更新日 2026年03月12日
  • 所要時間：11分

    • Use the Platform Classify tasks AI agents agentic workflow to gather relevant information about tasks automatically and make decisions about priorities and assignments.

    Classify tasks overview

    The Classify tasks agentic workflow can help improve efficiency and accuracy by automatically gathering information, prioritizing tasks, assigning teams, detecting sentiment, and generating task summaries.

    The agents, tools, and triggers that are associated with the Classify tasks agentic workflow are provided by Now Assist applications. You can activate the agentic workflow template by making triggers active and setting the display settings to include the Now Assist panel. If you want to change this agentic workflow's instructions, you must duplicate it, adjust the settings to suit your specific needs, and activate the duplicated version of the agentic workflow instead.

    Prerequisites and setup

    To access this workflow, you must have Now Assist for Platform installed on your instance, which you can get if you install any other Now Assist application, such as Now Assist for IT Service Management (ITSM).

    For this agentic workflow to behave as expected, you must also configure Group Action Framework (GAF). See Set up AI Search for Group Action Framework and Configure Group Action Framework for more information on getting started with GAF.

    Role masking

    Required role:

    Agentic workflows and their AI agents use role masking to determine which users can access them. Ones installed with Now Assist applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see Define security controls for an agentic workflow.

    In the data access settings, you must also add the necessary roles to enable reading of the tables for the records you want to classify. For example, you can add the itil role to the agentic workflow's list of approved roles so that it can access Incident records.

    Additional configuration

    You can change different settings related to the agentic workflow by changing values for the Now Assist Skill Config Var Set. To access the variable set and make changes, do the following while in the Platform AI Agents and Skills scope:

    • Go to the Now Assist Skill Config [sn_nowassist_skill_config] table.
    • Open the record named Task Classify Tasks Skill Config.
    • In the Now Assist Skill Config Var Set related list, select Field Predictor.
    • Edit the variable values.
    • Save or update the record.

    The Classify tasks configuration variable set includes the following variables. You can configure either the AIS fields or the GAF field for determining how the agentic workflow gathers what work the user has. If you configure both, GAF takes priority when running the agentic workflow. For more information about GAF, see Group Action Framework.

    表 : 1. Classify tasks configuration

    Config field

    Description

    Search Mode

    Options include Keyword, Semantic, or Hybrid. Keyword-based searches look at individual phrases, while semantic-based searches rely on the phrasing of utterances as well. Hybrid utilizes both strategies.

    Default: Keyword

    AIS Search Fields

    Fields used by AI Search operations to find similar records for improved prediction context

    Capability

    OneExtend capability for enhanced field prediction functionality. See Generative AI Controller reference for more details.

    GAF Config

    Skill configuration for Group AI Framework (GAF).

    AIS Search Fields

    Fields used by AI Search to determine what work a user has

    AIS Return Fields

    Fields returned by AI Search to the agentic workflow to base decisions on

    GAF Config

    Group Action Framework grouping configuration record, which is a collection of groups of records to make searching easier

    AIS Search Profile

    Profile for AI search, such as Now Assist in Virtual Agent.

    Capability Payload

    Server-side script to generate custom payloads for OneExtend capability integration

    AIS Fallback Table

    Table used if GAF is not configured

    Return Fields

    Field values returned from identified relevant records

    Check for Issue Readiness

    Uses the information provided by the Issue Readiness AI agent

    警告:
    Only enable if the Issue Readiness AI agent is active on your instance. Otherwise, the agentic workflow will not execute.

    Fields

    Field values to predict and update

    Table

    Table where you want to execute the agentic workflow on

    Search Term Source

    Options include Record-based and Utterance-based. Record-based derives search terms for generating context from the record itself. Utterance-based relies on the user-submitted utterance for search term options.

    Default: Record-based

    Accessing the Classify tasks agentic workflow

    To access the agentic workflow:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Classify tasks.

    The first step of the guided setup includes a complete list of included AI agents. Selecting the name of an AI agent opens it in a new browser tab, where you can see the full description, role, list of steps, and tools. Tools are displayed in the second step of the AI agent guided setup, Add tools and information.

    Testing the Classify tasks agentic workflow

    You can manually test an agentic workflow execution or access on the Testing page of AI Agent Studio if you have the sn.aia_admin role and all other roles configured in the security controls. Start a manual test, select a test type and the name of the workflow, and use utterances in the Task field like the following samples. See Test an agentic workflow execution.

    If you want to evaluate the agentic workflow over many different execution logs, run an automated evaluation.

    Sample utterance

    After the workflow has been activated in AI Agent Studio, enter these or similar phrases in the Now Assist panel to trigger the workflow. You must have the sn.now_assist_panel_user role to run the workflow. You can also run this workflow on the Testing page of AI Agent Studio with the same utterance in the Task field if you have the sn.aia_admin role.

    • Populate the priority and assignment group for INC0001
    • Populate the empty fields on INC0001
    • Find the priority for INC001

    AI agents used in the Classify tasks agentic workflow

    The following table lists the agents that are used in the Classify tasks agentic workflow.
    重要:
    In the Define availability step of each AI agent's guided setup, make sure that the Status toggle is enabled to activate the AI agent.
    表 : 2. AI agents names and descriptions in the Classify tasks agentic workflow
    AI agent name AI agent description Role required
    Record field value prediction AI agent Fetches, predicts, creates, and updates records with the provided details. Provides summary and justification for recommendations. sn_uxc_gen_ai.platform_ai_field_predictor

    Other Platform agentic workflows

    For more information on other agentic workflows that are associated with the Platform workflow, see Platform agentic workflows.