--- sourceDocument: Australia Employee Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/employee-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Implement Autonomous L1 Agent for Workplace # Implement Autonomous L1 Agent for Workplace {#ariaid-title1} Release version: Australia Updated March 30, 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 Implement Autonomous L1 Agent for Workplace The Autonomous L1 Agent for Workplace is designed to automatically handle high volumes of repetitive General Inquiry workplace cases without manual agent intervention. These cases typically involve questions about workplace policies, services, and procedures that can be resolved using existing knowledge. By leveraging AI-driven knowledge matching, the agent accelerates case resolution, reduces manual workload, and ensures consistent service delivery within Workplace Services. Show full answer Show less ## Key Features * **Automatic Assignment:** Upon case creation, the L1 agent is immediately assigned to the General Inquiry case, eliminating the need for manual routing or triage. * **Knowledge Sources:** The agent queries two primary sources for resolution: * Configured Workplace Services knowledge base articles. * Previously closed workplace cases containing resolution information. * **AI-Driven Matching:** The agent scans knowledge sources to find matching resolutions and acts accordingly: * If a match is found, the agent populates the resolution and close notes, then closes the case automatically. * If no match is found, the agent shares its best findings, unassigns itself, and returns the case to Ready state for human agent follow-up. * **Continuous Learning:** Resolutions from manually handled cases are added to the agent's knowledge corpus, enhancing future autonomous resolution rates. ## Case Lifecycle * **Case Creation:** An employee submits a General Inquiry workplace case through the service portal. * **Automatic Assignment:** The L1 agent is immediately assigned to the case. * **Knowledge Scan:** The agent searches configured knowledge bases and prior cases for a solution. * **Resolution Path A (Match Found):** The agent closes the case with the matched resolution and returns it to Awaiting Acceptance as per configured workflow. * **Resolution Path B (No Match Found):** The agent provides best findings, unassigns itself, and returns the case to Ready state for manual handling. * **Learning Loop:** Manually resolved cases feed back into the agent's knowledge base, improving autonomous resolution of similar future inquiries. ## Benefits for ServiceNow Customers By implementing the Autonomous L1 Agent for Workplace, ServiceNow customers can expect faster resolution of common workplace inquiries, reduced workload on live agents, and an evolving knowledge base that improves over time. This capability supports a Zero Touch Service Desk approach, enabling workplace service desks to deliver efficient, scalable, and consistent employee support. Use the Autonomous L1 Agent for Workplace agent that automatically resolves frequently asked General Inquiry workplace cases without requiring manual agent intervention. The Autonomous L1 Agent represents the initial uptake of ZTSD (Zero Touch Service Desk) Agent capabilities within Workplace Services. The agent scans two configured knowledge sources---Workplace Services knowledge base articles and previously closed workplace cases to identify matching resolutions and close eligible cases autonomously. When no match is found, the agent surfaces its best findings, unassigned itself, and returns the case to Ready state for human agent follow-up. ## Overview of Autonomous L1 Agent for Workplace {#implement-autonomous-l1-agent-for-workplace__implement-autonomous-l1-agent-for-workplace-overview} Workplace service desks receive a high volume of repetitive General Inquiry cases---questions about policies, services, and procedures that can be resolved from existing knowledge without live agent involvement. The Autonomous L1 Agent addresses this by processing cases immediately on creation, applying AI-driven knowledge matching against configured sources, and resolving or escalating cases based on outcome. When a General Inquiry workplace case is created, the L1 agent is automatically assigned to it---no manual routing is required. The agent queries its configured knowledge sources to find a matching resolution. ## Knowledge Sources {#implement-autonomous-l1-agent-for-workplace__implement-autonomous-l1-agent-for-workplace-knowledge-sources} The agent learns from two default knowledge sources. * Workplace Services knowledge base articles configured in the instance * Previously closed workplace cases that contain resolution information As agents manually resolve new types of cases, those resolutions are automatically added to the agent's learning corpus, improving autonomous resolution rates over time. ## Agent Behaviour {#implement-autonomous-l1-agent-for-workplace__implement-autonomous-l1-agent-for-workplace-agent-behaviour} The following table describes L1 agent behavior for each case resolution scenario.{#implement-autonomous-l1-agent-for-workplace__implement-autonomous-l1-agent-for-workplace-agent-behaviour__entry__2} | Task | Behavior | |-|-| | Knowledge match found | Provides resolution, populates close notes, transitions case to Closed Complete, then returns to Awaiting Acceptance per WSD configuration | | No knowledge match found | Shares best-available findings, unassigns itself, and returns the case to Ready state so a live workplace agent can take over. | | Case resolved manually by agent | The resolved case is added to the agent's learning corpus. Future similar queries are resolved autonomously using this prior case data. | [Table 1. Agent behaviour] ## Case Lifecycle {#implement-autonomous-l1-agent-for-workplace__implement-autonomous-l1-agent-for-workplace-case-lifecycle} The following sequence describes the full lifecycle of a General Inquiry case handled by the L1 agent. Case creation : An employee submits a General Inquiry workplace case through the service portal. Automatic assignment : The case is immediately assigned to the L1 agent. No manual routing or triage is required. Knowledge scan : The agent queries configured knowledge articles and previously closed cases for a matching resolution. Resolution path A -- Match found : The agent populates the resolution field and close notes with the retrieved answer and transitions the case to Closed Complete. The case returns to Awaiting Acceptance per the configured workflow. Resolution path B -- No match found : The agent shares available findings as a work note, unassigns itself, and returns the case to Ready state so a human workplace agent can resolve it manually. Learning loop: : When a human agent manually resolves a case (Path B outcome), the resolved case is added to the agent's knowledge corpus. Subsequent cases with similar questions are resolved autonomously. **Related concepts** * [Manage temporary space closures agentic workflow](https://servicenow-prod.fluidtopics.net/awISDhbRkBTFzXRUMwN3oQ "This team of AI agents temporarily block a location when there’s an emergency workplace maintenance case is submitted.") * [Help manage workplace reservations agentic workflow](https://servicenow-prod.fluidtopics.net/JZpvsHTHQH_8phhv0Q57ag "The Help manage workplace reservations agentic AI workflow enables Workplace Event Planners with rescheduling a planned reservation. 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