Now Assist agentic workflows
Agentic workflows are AI‑driven workflow orchestrations that use one or more AI agents to achieve a specific outcome. They go beyond single‑step automation by dynamically planning, executing, and adapting actions based on context, data, and intermediate results.
Unlike traditional workflows that follow a fixed, predefined path, agentic workflows are designed to handle routine but variable procedures, such as investigation, remediation, and analysis, where the exact steps may differ from case to case.
Agentic workflows overview
Agentic workflows use multiple AI agents to achieve specific outcomes. Different workflows offer different available tasks. Many agentic workflow templates are available for you to activate, duplicate, or customize. For more information, see Activate an agentic workflow template and Duplicate an agentic workflow.
For more information about the in-product agentic AI experience, see In-product agentic AI. You can create UI actions for your agentic workflows in AI Agent Studio. Open the agentic workflow, navigate to the Select channels and access step in the guided setup, and create a UI action.
What an agentic workflow does
- Achieve an outcome, not just complete a task
The workflow focuses on resolving a business problem or completing a goal, rather than executing a single action.
- Coordinate multiple AI agents and skills
Agentic workflows can invoke generative AI skills and AI agents as needed to gather information, reason over data, take action, and verify results.
- Adapt to variability
Workflows can adjust execution paths based on conditions, findings, or system responses, making them suitable for non deterministic scenarios such as troubleshooting or analysis.
- Operate across systems and records
Agentic workflows interact with the ServiceNow AI Platform and connected systems to read data, update records, and trigger downstream actions.
How agentic workflows are used
- Resolve tasks that follow a repeatable decision pattern but vary in execution.
- Investigate issues by gathering and analyzing contextual data.
- Execute remediation steps based on findings.
- Assist users with analytical or exploratory workflows.
Depending on the product and configuration, agentic workflows can be triggered automatically or initiated by a user through a contextual UI or action.
Available agentic workflows by product
The following table describes the available agentic workflows that are included in Now Assist applications.