Platform agentic workflows

  • Release version: Yokohama
  • Updated February 7, 2025
  • 1 minute to read

    • You can use the available Now Assist AI agents Platform agentic workflows to achieve business outcomes with self-executing autonomous AI agents.

    Use the following agentic workflows that are available with ServiceNow AI Platform.

    Table 1. Available agentic workflows for Platform

    Agentic workflow name

    Description

    Available AI agents

    Analyze incident trends

    Detects recurring patterns, predicts disruptions, and enables proactive resolutions.

    Incident trends analyzer

    Classify tasks

    Triages tasks by updating fields, evaluating sentiment, and summarizing.
    • Record management AI agent
    • Record field value prediction AI agent

    Generate resolution plans

    Analyzes tasks, generates resolution summaries, and updates comments or work notes.
    • Next best action recommendation AI agent
    • Record management AI agent
    • Web research and recommendation AI agent

    Identify ways to improve services

    Analyzes feedback, trends, and metrics and provides recommendations to help optimize processes.
    • Survey requirement collector
    • Survey analyzer

    Investigate IT problems

    Provides insights from incident or problem details.

    Problem investigator

    Propose survey responses

    Suggests answers for survey questions.
    • Survey filling answer suggester
    • Survey filling data collector
    Important:
    By default, all agentic workflows and AI agent records are read only.

    To run the AI agents autonomously, you must either activate the agentic workflow template or duplicate the agentic workflow, and then proceed with the following steps:

    • Activate the agentic workflow.
    • Activate all agents within the agentic workflow.
    • Activate the trigger to invoke the agentic workflow automatically. If you prefer to invoke it manually, activating the trigger isn’t necessary.

    Tools mapped to AI agents in agentic workflows

    To find the tools mapped to AI agents used in the agentic workflows, you can perform the following steps:

    • Navigate to All > AI Agent Studio > Create and manage
    • In the Agentic workflows tab, select the agentic workflow.
    • In the Describe and connect step of the guided setup, select the AI agent you want to see the tools for.
    • Go to the Add tools and information step.
    • Review the tools mapped to the AI agent.
    • Repeat for all AI agents in the agentic workflow.