---
sourceDocument: Australia Public Sector
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/government-industry

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Public Sector

ft:clusterId :

    - gvin

bundleId :

    - gvin

workflow :

    - Customer and Industry


---

# Help manage public information requests

# Public Sector Digital Services AI agent collection Help manage public information requests workflow {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 min. de leitura

Automate the process of synthesizing similar information requests, associated fees, and apply those fees to cases​ using the Help manage public information requests agentic workflow, as part of the Public Sector Digital Services AI Agent Collection application.

Use the Help manage public information requests agentic workflow to generate an estimated fee breakdown for an information request case, or to determine whether a fee waiver should be granted.
You can use the Help manage public information requests agentic workflow to:

* Estimate fees for information request case records by analyzing past cases and user input.
* Analyze requests to waive the fees associated with an information request case.
{#estimate-fees-ai-agents-using__ul_s1p_z13_bfc}This feature will estimate fees for information request cases by comparing similar case records and creating the estimate on those records, and calculating an estimate based on labor variables entered by the user. It then compares the requester's fee waiver justification against predefined criteria to recommend whether a fee waiver applies to the case.

## AI agents used in the Help manage public information requests workflow {#estimate-fees-ai-agents-using__section_ktq_knr_nfc}

The AI agents used for the Help manage public information requests agentic workflow are as follows:
{#estimate-fees-ai-agents-using__table_cbn_x3t_w2c__entry__2}

| AI Agent name | Description |
|-|-|
| Information Request Fee Estimation AI Agent | Estimates and communicates the fee breakdown for an information request case record using similar request queries and details input by the user. |
[Tabela 1. Help manage public information requests workflow]

{#estimate-fees-ai-agents-using__table_cbn_x3t_w2c} To use the Help manage public information requests agentic workflow, you must confirm or perform the following:

1. The Now Assist for Public Sector Digital Services (PSDS) plugin (sn_psds_gen_ai) plugin is installed and configured.
2. Navigate to AllNow Assist adminSkillsPSDS. On the Now Assist Experience tab, verify the Now Assist panel for users is turned on.

{#estimate-fees-ai-agents-using__now-assist-itsm-wrap-up-resolve-incident-aw_ol_jfn_ybv_jgc}

For more information, see [Configure Now Assist for Public Sector Digital Services (PSDS)](https://servicenow-prod.fluidtopics.net/7SoEMj9MH6IC3CB3u1~xlQ "If you have the admin role, you can configure the Now Assist for Public Sector Digital Services (PSDS) application so that your agents and managers can use the generative-AI skills in CSM Configurable Workspace and in Core UI.").

To access the Help manage public information requests agentic workflow:

1. Navigate to AllAI Agent StudioOverview.
2. Select Help manage public information requests.

{#estimate-fees-ai-agents-using__create-actions-safety-incidents_ol_qgf_23t_w2c}

To modify the agentic workflow, [duplicate it](https://www.servicenow.com/docs/access?context=clone-aia-usecase&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) by selecting the duplicate (![Duplicate icon]()) icon, and adjust the settings according to your requirements. You can activate the duplicated agentic workflow template by making triggers active and setting the display settings to include the Now Assist panel.  
Importante:  
When you modify an agentic workflow, AI agent, or tool, make sure that you update all instructions accordingly.

## Roles required to activate and access the workflow {#estimate-fees-ai-agents-using__section_tm2_3xr_dfc}

The roles required to activate and access the workflow are as follows:
{#estimate-fees-ai-agents-using__table_cnc_nyr_dfc__entry__2}

| Roles | Responsibilities |
|-|-|
| PSDS AI admin \[sn_gsm_ai_agents.admin\] | * Configure the agentic workflow. * Change AI settings. * Create and manage new workflows and AI agents. * Access and update Autonomous AI Assistant tables. {#estimate-fees-ai-agents-using__ul_isz_ryr_dfc} |
| PSDS AI agent \[sn_aia_agent\] | Read, create, update, and delete records in the AI agent table. |
| PSDS Information Request Manager \[sn_gsm_info_req.manager\] | Receive output from the AI agents. |
[Tabela 2. Roles and responsibilities]

{#estimate-fees-ai-agents-using__table_cnc_nyr_dfc}

## Activating the agentic workflow {#estimate-fees-ai-agents-using__section_fzd_cf4_cfc}

To activate the agentic workflow, perform the following steps:

1. Navigate to agentic workflow Help manage public information requests and duplicate it. It duplicates any triggers associated with that agentic workflow.
2. Navigate to the duplicated workflow and activate the trigger Information Request Fee Estimation and Review is created or updated.
{#estimate-fees-ai-agents-using__ol_tzg_hf4_cfc}