---
sourceDocument: Australia Build workflows
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/build-workflows

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Build workflows

ft:clusterId :

    - crworkflow

bundleId :

    - crworkflow

workflow :

    - Creator


---

# Explore

# Exploring Agentic Playbooks {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Exploring Agentic Playbooks

Agentic Playbooks integrate AI agents into ServiceNow workflows to automate and enhance business processes through automation, adaptability, and transparency.
Unlike traditional playbooks where human intervention is required for all activities, Agentic Playbooks assign certain activities to AI agents, which can perform tasks independently or with human review and approval.
This approach improves efficiency by automating routine manual tasks while ensuring compliance and context-aware interactions.
Show full answer Show less  

## Key Features

* **AI-Powered Activity Execution:** AI agents handle specific playbook activities such as data gathering, root cause analysis, and identifying remedial actions.
* **Playbook Activity Assist Agents:** These agents are embedded within the Playbook Activity Assist agentic workflow and are categorized by their task focus.
* **Playbook Data Gathering Agent:** Performs intelligent data retrieval using various scripts, including ServiceNow Knowledge Graph, AI Search, attachment summarization, and web search tools (Google/Bing) to support troubleshooting and information gathering.
* **Playbook Activity Context Agent:** Assists in completing ServiceNow forms by fetching relevant fields, auto-populating data, prompting for missing information, and maintaining activity summaries.
* **Configurable AI Participation:** Playbook authors can configure AI agents to perform activities fully autonomously or with human oversight.

## Key Outcomes

* **Increased Process Efficiency:** Automation reduces manual efforts and accelerates task completion within workflows.
* **Improved Compliance and Consistency:** Automated agents ensure outcomes adhere to defined policies and standards.
* **Enhanced User Experience:** Context-aware AI interactions support service desk personnel by providing relevant data and form assistance.
* **Flexible Automation:** Organizations can tailor AI involvement to their operational preferences, balancing automation with human control.

## Next Steps for ServiceNow Customers

* If you create or manage playbooks, explore **Configuring Agentic Playbooks** to enable AI-driven activities.
* If you operate as an agent executing playbooks, refer to **Using Agentic Playbooks** to understand how AI agents support your workflow.
* Leverage AI Agent Studio for deeper insights into the capabilities and customization of Now Assist AI agents.  
Integrate AI agents into your workflows, and enable automation, adaptability, and transparency across your business processes.

## Agentic Playbooks overview {#agentic-playbooks__section_knt_1sw_ngc}

An agentic playbook consists of the same components as a regular (deterministic) playbook, except that AI agents are configured to perform certain activities of the playbook. For example, consider an incident management playbook
that includes three activities: Finding related incidents, conducting root cause analysis, and identifying remedial actions for an incident. In a traditional setup, the service desk personnel must gather all the necessary
information to complete these activities. However, when AI agents are enabled and configured for the playbook, they can perform each activity on behalf of the service desk personnel. The service desk personnel can review, approve,
or edit the AI-generated responses to complete the playbook. Alternatively, you can configure AI agents to complete activities without any human intervention.

## Agentic Playbooks benefits {#agentic-playbooks__section_xxl_sd4_xgc}

Agentic Playbooks bring the following benefits:

* Makes the processes efficient
* Automates the tedious manual tasks
* Provides compliant outcomes across workflows
* Uses context-aware interactions via Now Assist
{#agentic-playbooks__ul_h3d_2g4_xgc}

## AI agents and their skills {#agentic-playbooks__section_evx_mdv_xgc}

Agentic Playbooks are powered by the Playbook Activity Assist agentic workflow (See: [Agentic workflows](https://www.servicenow.com/docs/access?context=sn-aia-use-cases-list&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US)). The workflow contains a range of AI agents designed to enhance user experience and productivity. These agents are categorized based on their functionality and the tasks they
perform.

Playbook data gathering agent
:   The Playbook Data Gathering Agent handles user objectives that require fetching or searching for data. It intelligently determines the appropriate method for data retrieval based on the input.{#agentic-playbooks__table_j21_lwx_ygc__entry__2}

    | Script name | Description |
    |-|-|
    | Knowledge Graph TextToResult API Crawler | Gathers data by using ServiceNow Knowledge Graph. You can also use a custom knowledge graph schema for the agent. To know more about knowledge graphs, see [Exploring Knowledge Graph](https://www.servicenow.com/docs/access?context=exploring-knowledge-graph&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) |
    | Knowledge articles retriever tool | Retrieves knowledge articles using AI-search capabilities. |
    | AI Search Data Retriever | Uses AI Search to deliver relevant results by identifying and searching the most relevant tables related to the objective. |
    | Retrieve attachments of a Glide record | Returns a list of attachments for a Glide record, including file names and sys_ids. |
    | Summarize attachments | Summarizes image attachments or image attachments on a record upon user request. This script is best suited for objectives that involve retrieving information from files such as PDFs and images, |
    | Use web search | Uses web search tools to assist users in resolving issues by analyzing problems and generating resolution steps. It is designed for troubleshooting and resolving both technical and non-technical issues. You can leverage Google search or Bing search by using this agent. |
    [Table 1. Scripts utilized by playbook data gathering agent]

    {#agentic-playbooks__table_j21_lwx_ygc}

Playbook activity context agent
:   The Playbook activity context agent assists users in completing ServiceNow forms by:

    1. Fetching relevant form fields
    2. Automatically populating fields with available data
    3. Prompting users for required information that is missing

    {#agentic-playbooks__ol_ekg_zw3_fhc}This agent also maintains a summary of its activities.{#agentic-playbooks__table_xb2_cx3_fhc__entry__2}

    | Script name | Description |
    |-|-|
    | Playbook slot filling script | Fetches the relevant schema required to understand and execute the playbook based on the playbook activity context ID and saves the agent response back to the activity context using the activity context ID. It also consolidates activity form fields and UI visible fields under the schema. |
    [Table 2. Script utilized by playbook activity context agent]

    {#agentic-playbooks__table_xb2_cx3_fhc}

For more information about Now Assist AI agents and their capabilities, refer to [AI Agent Studio](https://www.servicenow.com/docs/access?context=na-ai-agents&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

## User personas {#agentic-playbooks__section_apf_1hv_4gc}

If you're a playbook author and want to configure activities to be performed by AI agents, see [Configuring Agentic Playbooks](https://servicenow-prod.fluidtopics.net/9TEM76VbAOC6~vBGpHFzZg "As a playbook author in Workflow Studio, configure AI Agents to perform a playbook activity.").

If you're an agent running a playbook, see [Using Agentic Playbooks](https://servicenow-prod.fluidtopics.net/gz~dVv4dGDWCiUDFgnLAJQ "Monitor and complete agentic activities as needed.").