---
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


---

# Optimize cleaning activities agent overview

# Optimize cleaning activities agent overview {#ariaid-title1}

Release version: Australia  
Updated August 25, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 Optimize cleaning activities agent overview

The Optimize Cleaning Activities Agent in ServiceNow automates the management and optimization of cleaning and maintenance activities at workplace locations.
It uses AI to analyze space utilization data and adjusts maintenance cases accordingly, focusing on non-reservable spaces such as restrooms.
This process helps ensure efficient cleaning schedules based on actual space usage.
Show full answer Show less  

## Key Features

* **Workplace Maintenance Cases:** The system creates maintenance cases via the Workplace Planned Maint Nightly Run scheduled job, representing cleaning or maintenance tasks for specific locations and time intervals (daily or hourly).
* **Space Utilization Thresholds:** The AI workflow retrieves utilization data for each maintenance case and optimizes schedules based on minimum and maximum thresholds (default minimum 40%, maximum 80%).
* **Manual Setup Requirement:** Workplace Maintenance Managers must manually copy the sysid of a maintenance plan record to enable optimization for a selected floor and building.
* **Scheduled Optimization:** Running the Optimize Cleaning Activities scheduled job triggers the AI workflow that processes maintenance cases, operating in UTC time zone.
* **Case Aggregation and Analysis:** The Case Aggregator AI Agent collects open maintenance cases (Draft, Ready, Awaiting Approval) from the last 48 hours, while the Utilization Rate AI Agent calculates utilization rates considering reservations and visitor registrations.
* **Case Optimization:** The Case Optimizer AI Agent groups cases by location and schedule, deactivates underutilized cases below the minimum threshold, and creates new cases when utilization exceeds the maximum threshold.
* **Tagging and Execution Monitoring:** Optimized maintenance cases are tagged to avoid duplicate processing. Managers can review execution status and workflow details via the Execution Plans table.
* **Deactivation Logic:** Depending on the scheduled job frequency (daily or hourly), low-utilization cases are deactivated differently, with hourly schedules retaining one underutilized case before deactivating others.

## Practical Benefits for ServiceNow Customers

* Enable intelligent, data-driven cleaning schedules that respond dynamically to actual space usage, enhancing operational efficiency.
* Reduce unnecessary cleaning activities for underutilized spaces, saving resources and costs.
* Maintain service quality by ensuring busy areas receive adequate attention through creation of additional maintenance cases when utilization is high.
* Gain visibility into AI workflow execution and maintenance case optimization status to support proactive workplace maintenance management.
* Leverage out-of-the-box AI agents integrated with Workplace Maintenance Management components for streamlined automation without custom development.

## Next Steps

To implement this optimization, Workplace Maintenance Managers should:

* Manually copy the sysid of the relevant maintenance plan record to enable floor-level optimization.
* Run the Optimize Cleaning Activities scheduled job to trigger the AI workflow.
* Monitor execution and maintenance case status via the AI Execution Plans table and maintenance case tags.  
The Optimize cleaning activities agent performs cleaning activities on a workplace location based on the space utilization threshold data.  
This team of AI agents get all open workplace maintenance management cases. The Workplace Planned Maint Nightly Run scheduled job runs on a daily or hourly basis to create maintenance cases. Each workplace maintenance case represents a cleaning or a maintenance case on a location for a certain time interval, also known as schedule (on a daily or hourly basis). The Optimize cleaning activities agentic AI workflow retrieves space utilization threshold for each workplace maintenance cases.  
Note:  
Optimize Cleaning Activities Agentic workflow optimizes a space at the floor level for a selected building. It only optimizes non-reservable spaces like restrooms and so on.  
For more information about how to create maintenance management plan records, see [Create and publish maintenance plans](https://servicenow-prod.fluidtopics.net/lKMQDok5VpbhdGBXYcGq4A "Create a maintenance plan for workplace assets and locations. Associate multiple services to different plan records based on the type of workplace maintenance activity.").

* The Optimize cleaning activities agentic AI workflow is triggered when the Optimize cleaning activities scheduled job is executed. The Optimize cleaning activities AI agent optimizes a maintenance plan record and gets space utilization data using the following Workplace Maintenance Management properties.

  For more information, see [Components installed with Workplace Maintenance Management](https://servicenow-prod.fluidtopics.net/Wtu54O5mzflDLh47WTdSIg "Different roles and components or tables are available with the installation of Workplace Maintenance Management.")
  * The sn_wsd_maintenance.optimise_plans property helps in optimizing a maintenance plan for a selected floor. To optimize a maintenance plan, workplace maintenance managers should copy the sys_id from the maintenance plan URL. For example, \<https://\<instance_name\>.service-now.com/now/workplace-management/maintenance-plan/ 59e13dbc3b27ee5090fd390f23e45a68. You can also copy the sys_id of a maintenance plan record by navigating to the Additional actions icon (![Additional actions icon]()) and select Copy sys_id.

    Here, 59e13dbc3b27ee5090fd390f23e45a68 is the sys_id of a maintenance plan record.  
    Note:  
    Workplace Maintenance managers should manually copy the sys_id of a maintenance plan record. This is a required step to optimize cleaning activities on a floor in a building. The AI agents perform space optimization on the floor of a selected building.
  * After manually copying the maintenance plan sys_id, run the Optimize cleaning activities scheduled job. This schedule job triggers the agentic AI workflow for optimizing cleaning activities on a floor of a selected building. The space optimization for location is done in the UTC time zone.
  * The Case Aggregator AI Agent fetches all open maintenance cases based on the maintenance plan Id. It fetches cases that are either in Draft, Ready, or Awaiting Approval state in the system for about 48 hours (two days).
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* Utilization rate AI agent takes a list of available maintenance cases and calculates the utilization rate for each case. The utilization rate calculator calculates the utilization threshold for a floor in a building. The utilization rate calculator calculates the space optimization. It considers the available reservations and visitor registration for a selected floor in a building.
* (Optional) Workplace Maintenance Managers can navigate to the context menu in an instance and enter sn_aia_execution_plan.list in the Filter search box to open the Execution Plans table. This table showcases workplace agentic AI workflow execution status. Review the maintenance cases that are executed by the Optimize cleaning activities agentic AI workflow.
  * Select an optimized cleaning activity agentic workflow.
  * Select the Tools Execution tab to review the execution tools and execution status.
  * A tag is added to the maintenance case after it's optimized for the first time.The tag is added as an identifier to showcase that a selected maintenance case is processed for space optimization. It isn't picked up again
    by the agentic AI workflow for processing. When a case is updated and processed again, the sys_id of existing tags and the case is not tagged again. The sys_id of the tag is used to identify processed maintenance cases from
    the non-processed maintenance cases.

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* The Case optimizer AI agent analyzes cases grouped by location, schedule type, and date to optimize resource utilization. It confirms that maintenance cases stay within the defined utilization thresholds by creating new cases when the utilization rate is too high and deactivating underutilized cases.
  * Retrieves the utilization thresholds.
  * The sn_wsd_maintenance.optmise_cleaning_min_utilisation_threshold property analyzes the minimum space utilization threshold. The default value is 40. If the utilization for a workplace maintenance case is lower than this range, it's deactivated. It's deactivated when it meets all the deactivation criteria.  
    Note:  
    For example, if a floor has only 1 reservation for a day, then, only 10% of space is optimized for a selected floor. This range falls under the minimum threshold utilization range of 40. The maintenance case in this case is deactivated. The deactivation of a maintenance case also depends on the interval time of a scheduled job. For example, if the schedule job is scheduled to run daily, the maintenance cases that are showing low space optimization are removed or deactivated by the agentic AI workflow. However, if a scheduled job is scheduled to run on an hourly basis, all maintenance cases showing minimum threshold value are removed or deactivated except one. The system retains one underutilized maintenance case before deactivating all other maintenance cases that are scheduled to run on an hourly basis. When cases get deactivated, the status changes to Closed complete in the Workplace Maintenance cases table.
  * The sn_wsd_maintenance.optmise_cleaning_max_utilisation_threshold property analyzes the maximum utilization threshold for a maintenance case. The default value is 80. If the utilization for a workplace maintenance plan case falls within this range or is higher, the Optimize Cleaning Activities agentic AI workflow adds a new maintenance case. This ensures optimized cleaning activities are handled efficiently.
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1. [Optimize cleaning activities agentic workflow](https://servicenow-prod.fluidtopics.net/4a6Aqyzonx8q5sod78X1Gg)  
   This team of workplace agents can find open maintenance cases and optimize it for workplace maintenance activities. These agents can optimize a maintenance case based on the utilization rate of a location for which a maintenance case is created.

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* [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.")
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