Platform agentic workflows

  • Release version: Zurich
  • Updated September 17, 2025
  • 2 minutes to read
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    Summary of Platform agentic workflows

    Platform agentic workflows in ServiceNow enable customers to leverage autonomous AI agents to achieve specific business outcomes through self-executing processes. These workflows are part of the ServiceNow AI Platform and provide automation and intelligence to streamline task management, service optimization, problem investigation, and more.

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    Available Agentic Workflows and AI Agents

    ServiceNow offers a set of predefined agentic workflows, each paired with AI agents designed for targeted functions:

    • Analyze task trends: Detects recurring patterns and predicts disruptions using the Issue trend analysis AI Agent.
    • Classify tasks: Automates triage by updating task fields, evaluating sentiment, and summarizing content with the Record field value prediction AI agent.
    • Generate my work plan: Creates personalized work plans based on current and historical tasks via the Prioritize work AI agent.
    • Generate resolution plan: Produces resolution summaries and updates task comments using Next best action recommendation and Resolution Action AI Agents.
    • Help optimize team productivity: Identifies backlogs, assesses team performance, and allocates work accordingly with the Work Allocator AI Agent.
    • Identify ways to improve service: Analyzes feedback and metrics to recommend process optimizations through the Survey Analysis AI agent.
    • Investigate problems: Extracts insights from incident or problem records using the Problem investigation AI agent.
    • Process images for tasks: Converts images into actionable tasks with the Image Processor Agent and Document and visual insights AI agent.
    • Propose survey responses: Suggests answers to survey questions using Survey response suggestion and Survey filling data collection AI agents.

    Activation and Configuration

    By default, agentic workflows and AI agent records are read-only. To enable autonomous execution:

    • Activate the desired agentic workflow template or duplicate and customize it.
    • Activate all AI agents within the workflow.
    • Activate the trigger for automatic invocation, or invoke manually if preferred (trigger activation not required in this case).

    Managing Tools and Access

    To view tools mapped to AI agents within a workflow:

    • Navigate to All > AI Agent Studio > Create and manage.
    • Select the agentic workflow and then the desired AI agent in the guided setup.
    • Review the tools mapped under the “Add tools and information” step.

    Users can enable access to agentic workflows via UI actions by configuring access channels in AI Agent Studio. Ensure the system property com.glide.agenticprocessesview.enabled is set to true to display UI actions properly.

    Additional Information

    Some AI agents installed with the Now Assist application may not be included in agentic workflows. Customers can find all AI agents available in their instance via AI Agent Studio or explore additional agents in the AI Agent Marketplace on the ServiceNow Store.

    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 task trends

    Detects recurring patterns, predicts disruptions, and enables proactive resolutions with actionable recommendations.

    Issue trend analysis AI Agent

    Classify tasks

    Triages tasks by updating fields, evaluating sentiment, and summarizing.

    Record field value prediction AI agent

    Generate my work plan

    Provides a personalized work plan based on current work and historical data of previous work.

    Prioritize work AI agent

    Generate resolution plan

    Analyzes tasks, generates resolution summaries, and updates comments or work notes.
    • Next best action recommendation AI agent
    • Resolution Action AI Agent
    Help optimize team productivity Identifies backlog items, evaluates team member performance on previous assignments, and allocates work based on similarity to those previous assignments. Work Allocator AI Agent

    Identify ways to improve service

    Analyzes feedback, trends, and metrics and provides recommendations to help optimize processes.

    Survey Analysis AI agent

    Investigate problems

    Provides insights from incident or problem details.

    Problem investigation AI agent

    Process images for tasks

    Processes images and converts them to tasks.
    • Image Processor Agent
    • Document and visual insights AI agent

    Propose survey responses

    Suggests answers for survey questions.
    • Survey response suggestion AI agent
    • Survey filling data collection AI agent
    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:

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

    Agentic workflows and UI actions

    To enable users to access agentic workflows with UI actions, you can open the agentic workflow in AI Agent Studio and navigate to the Select channels and access step. You can select a UI action as a possible way to access the workflow

    If you don't see your UI actions after configuring it in AI Agent Studio, ensure that the property com.glide.agentic_processes_view.enabled is set to true.

    Looking for an AI agent?
    • There might be AI agents installed with the Now Assist application that are not used in agentic workflows. To learn how to see all agents that are available on your instance, see Find AI agents.
    • To find agents that might not be installed on your instance, visit the AI Agent Marketplace on the ServiceNow Store.