Platform Generate resolution plans agentic workflow

  • Release version: Xanadu
  • Updated February 7, 2025
  • 2 minutes to read

    • Use the Platform Generate resolution plans AI agents agentic workflow to fetch task record details, generate resolution summary steps, and update comments or work notes.

    Generate resolution plans overview

    The Generate resolution plans agentic workflow can help resolve tasks by collecting record details and generating resolution summaries that can be added to comments or work notes. Due to the dynamic nature of AI agents, this agentic workflow can be used for tasks that require complex logic even when provided with minimal details.

    The agents, tools, and triggers that are associated with the Generate resolution plans 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 set up

    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.

    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.

    • Generate resolution plan for INC0001
    • Create detailed resolution steps for INC0001
    • Resolve INC0001

    AI agents used in the Generate resolution plans agentic workflow

    Table 1. AI agents names and descriptions in the Generate resolution plans agentic workflow
    AI agent name AI agent description
    Next best action recommendation AI agent Identifies the steps for resolving tasks by referencing the similar task details and reviewing knowledge articles.
    Record management AI agent Fetches, creates, and updates record actions with the provided record details.
    Web research and recommendation AI agent Analyzes problems and generates resolution steps using web search tools.

    Other Platform agentic workflows

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