Service Exchange Knowledge Assistant agentic workflow

  • Release version: Australia
  • Updated July 2, 2026
  • 1 minute to read

    • Use the Service Exchange Knowledge Assistant agentic workflow to get answers to Service Exchange questions directly in Now Assist.

    Service Exchange Knowledge Assistant agentic workflow overview

    The Service Exchange Knowledge Assistant agentic workflow helps users get answers to their Service Exchange related questions, grounded in documentation and knowledge articles that matches the Service Exchange version installed on the instance. It also provides source links for every answer so users can verify the underlying documentation. To access this workflow, you must have the sn_sb.admin role.

    To modify the Service Exchange Knowledge Assistant agentic workflow, you must duplicate the workflow and adjust the settings according to your requirements. For more information, see Duplicate an agentic workflow.

    You can initiate the workflow from the Now Assist panel by entering your question. For more information on the Now Assist panel, see Now Assist panel.

    Access the Service Exchange Knowledge Assistant agentic workflow

    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Service Exchange Knowledge Assistant.

    To create an agentic workflow, see Create an agentic workflow.

    Test the Service Exchange Knowledge Assistant agentic workflow

    1. Navigate to All > AI Agent Studio > Testing.
    2. On the Overview page, select Test AI reasoning.
    3. Select the agentic workflow and version, and select Start test.

    To test the use case, see Manually test the execution of an agentic workflow.

    AI agents and their role in the Service Exchange Knowledge Assistant agentic workflow

    The following AI agents are used to execute the instructions for the Service Exchange Knowledge Assistant agentic workflow.

    To create an AI agent, see Create an AI agent.

    Table 1. AI agents and their role in Service Exchange Knowledge Assistant agentic workflow
    AI agent AI agent role
    Service Exchange Knowledge Assistant This AI agent answers Service Exchange questions using documentation and knowledge articles curated for the Service Exchange version installed on the instance. It also cites the source documentation used to generate each answer.