Activate L1 Service Desk Specialist AI Worker from SOW

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Activate and onboard L1 Service Desk Specialist AI Worker in Service Operations Workspace (SOW) to add to your team or user assignment group and perform the tasks as defined in AI skills.

    Por Que e Quando Desempenhar Esta Tarefa

    An L1 Service Desk Specialist AI in SOW handles routine issues, applies standard solutions, and communicates updates. The AI worker resolves laptop issues and general inquiries.

    Antes de Iniciar

    • The IT Service Management for AI Agent Collection [sn_itsm_aia] 5.1 must be is activated.
    • The Service Operations Workspace (SOW) for ITSM application is updated to 8.4 version.

    Role required: sn_itsm_common.sn_service_desk_manager

    Procedimento

    1. Navigate to All > Service Operations Workspace.
    2. On the Homepage, in the AI L1 Service Desk Specialist AI Worker card, select Activate.
    3. On the Confirm AI Worker Assignment window, review or modify the following details.

      In case, you want to modify the details, select the Edit icon and then select Save.

      Tabela 1. AI Worker details
      Field Description
      Skills Skills that this AI Worker uses to perform tasks, take decisions, and interact with human users.
      Nota:
      This is a read-only field.
      Assignment groups

      User groups to which the AI Worker is assigned to perform various tasks.

      For example, to stop the AI Worker from handling your team’s tickets, you can remove your team user group.
      Role Roles assigned to the AI Worker.
      Language Language in which the AI Worker communicates when interacting across workflow and user communications.
      Nota:
      This is a read-only field.
      Nota:
      You can also select the View full details action to open AI Worker details page in a separate tab within the SOW experience and setup the AI Worker. For more information, see Configure L1 Service Desk Specialist AI Worker from SOW.
    4. Select Activate.

      A success message of the AI Worker added to your team is displayed along with a link to track and analyze the performance of the AI Worker.

      Nota:
      You can also activate the AI L1 Service Desk Specialist AI Worker from AI Agent Studio. For more information, see Onboard an AI worker in AI Agent Studio.