In-product trigger for agentic AI in Customer Service Management

  • Release version: Australia
  • Updated February 6, 2026
  • 4 minutes to read
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    Summary of In-product trigger for agentic AI in Customer Service Management

    The in-product trigger for agentic AI in Customer Service Management (CSM) integrates AI-driven workflows directly into the CSM case and interaction pages. This feature enables agents to initiate, monitor, and interact with AI workflows without leaving the case record, providing AI-generated insights, workflow status, and required user inputs in a unified interface. It is available on both the Core UI and Configurable Workspace for case and email interaction records.

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    Key Features

    • Triage Cases button: Allows agents to start agentic AI workflows directly from case records and email interaction forms, simplifying workflow initiation.
    • AI presence indicator: Shows when Now Assist is actively analyzing a record, providing real-time AI activity visibility.
    • AI Workflow tab: A dedicated tab displaying all AI workflows related to a record, including in-progress, completed, input-required, and failed workflows. It offers detailed step-by-step execution views, AI-generated findings, and workflow history.
    • Workflow detail experience: Enables agents to track each workflow step, receive and provide inputs, review AI insights, skip details, or let workflows finish automatically.
    • Input request panel: Collects various types of user inputs (text, Boolean, selections) necessary to advance workflows.
    • Workflow history: Displays completed actions, AI findings, supervision data, and agent responses for full transparency.
    • UI customization and control: Admins can enable or disable the feature through a system property and control the Triage Cases button visibility via AI Agent Studio. Agents require a specific role addition for access to the AI Workflow tab.

    Practical Use and Behavior

    This feature allows ServiceNow customers to leverage AI-assisted case management by initiating agentic workflows that analyze case records and interactions autonomously or with human input. Agents receive alerts when their input is needed and can respond within the same interface, streamlining case handling and improving efficiency.

    The AI Workflow tab consolidates all AI workflow activities, providing transparency and control over AI-driven processes. By default, the feature is disabled and must be activated by an administrator. Additionally, it is currently enabled only for case records and email interaction types.

    Supported Pages

    • CSM Configurable Workspace: Case records, frontline cases, interaction records (email, voice, chat)
    • Core UI: Case and email interaction views

    In-product trigger for agentic AI shows agentic workflow status, presence indicators, and AI-generated insights directly on Customer Service Management (CSM) record and interaction pages.

    The AI workflow feature is built directly into Customer Service Management (CSM). This feature is available on Core UI and Configurable Workspace of the case records. You can view AI activity, respond to workflow prompts, and track progress — all from the case record page. AI indicators, workflow presence, and a dedicated AI Workflow tab are available on case records and interaction pages in the contextual side panel. The feature also introduces a Triage Cases button that initiates agentic workflows directly from the case form.

    AI Workflow integration

    AI workflow supports human‑initiated and autonomous agent‑initiated workflows. When triggered, the system displays a presence indicator showing that Now Assist is actively analyzing the record. The AI Workflow tab gives you a unified view of a workflow’s status, findings, required inputs, and history, making it easy to work with AI‑generated insights and automation. When a workflow needs input from the user, an alert appears with a Review button. Selecting this button takes you directly to the AI Workflow tab, opens the Interactive View, and automatically focuses on the specific plan that requires your input.

    AI Workflow UI Components

    The following table describes the key user interface components that support in-product trigger for agentic AI.

    UI component Description
    Triage Cases button Trigger agentic workflows directly from case records using the Triage Cases button, eliminating the need to navigate to Now Assist panel. When you select the Triage Cases button on a case record, the system automatically initiates an agentic workflow for the case and email interaction record. You can monitor workflow progress by accessing the AI Workflow tab, where the same workflow appears with complete visibility. From this tab, you can drill into the workflow details to review individual steps or provide any required input to advance the workflow.
    AI presence indicator View the visual indicator showing that Now Assist is actively running an agentic workflow on the current record. Selecting the indicator displays AI activity status and shows up when Triage Cases button is selected.
    AI Workflow tab A dedicated tab that displays in‑progress, completed, input‑required, ready for review, failed, and cancelled workflows. You can view workflow details, AI‑generated findings, and workflow history.
    Workflow detail experience Provides a step‑by‑step view of workflow execution. You can see each step in the workflow as it happens. You can check the workflow’s status at any time. You can easily tell when the system needs information from you. You can also read the main findings and insights the AI has prepared. When you’re ready, you can choose to continue to the next step, skip extra details, or let the workflow finish on its own. For example, if a workflow requires input like "Do you want deeper insights?", responding with No moves the workflow directly to complete state.
    AI record indicators Alerts and system‑generated indicators showing AI‑assisted record creation, findings, and transparency details directly on the case record.
    Input request panel Displays workflow ‑requested inputs such as text, Boolean, single‑select, multi‑select, or drop down values that enable you to influence workflow progression.
    Workflow history Shows completed actions, AI findings, supervision information, and any user responses supplied during workflow execution.

    Feature behavior

    The AI workflow tab provides a single view of all AI workflows related to a record. It shows workflow status, step‑by‑step details, and any required inputs, which you can enter directly in the tab. Workflows can also be canceled when needed.

    By default, this feature is turned off in the base system. To enable it, admin must set the system property com.glide.agentic_processes_view.enabled. Once the system property is enabled by an admin, the Triage Cases button (UI Action) and the AI Workflow tab is set to visible. If you prefer to hide this option, you can disable it in AI Agent Studio. To disable the Triage Cases button:
    1. Open AI Agent Studio.
    2. Select the Triage Cases agentic workflow.
    3. Navigate to Select Channel and Status.
    4. Scroll down to the UI Actions section.
    5. Toggle the Display option to turn the button on or off.
    This allows admin to control whether the Triage Cases button appears in the agent interface. All workflows must be initiated by a human agent.
    Note:
    The sn_now_canvas_ai.interactive_view_user role must be manually added to the sn_esm_agent role to enable agents to view the AI Workflows tab in the side panel.
    Figure 1. Triage Cases guided flow
    Add triggers page showing Triage Cases UI actions with display toggles and configuration options.
    The AI Workflow tab is visible on following pages in CSM Configurable Workspace:
    • CSM default record page
    • CSM frontline case page
    • CSM interaction record page
    • Email interaction record page
    • Voice interaction record page
    • Centered chat record page
    The AI Workflow tab is visible on following pages in Core UI:
    • Case view
    • Email interaction view
    Note:
    The in-product trigger Triage Cases button is only enabled for case records and email type interactions.