--- sourceDocument: Yokohama Employee Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/employee-service-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Using AI agent workflows in Now Assist for WSD # Using AI agent workflows in Now Assist for WSD {#ariaid-title1} Release version: Yokohama Updated September 10, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Using AI agent workflows in Now Assist for WSD AI agent workflows in Now Assist for Workplace Service Delivery (WSD) automate routine workplace management tasks, enhancing operational efficiency by autonomously handling events such as maintenance, space reservations, cleaning activities, and map updates. These workflows reduce manual effort for Workplace Event Planners and administrators, allowing them to focus on higher-value, complex tasks. Show full answer Show less ## Key Features * **Manage temporary space closures:** AI agents automatically block locations during emergency maintenance, assign cases to planners, relocate existing reservations, and ensure employees have access to functional spaces during outages. * **Help manage workplace reservations:** AI agents assist in rescheduling reservations by retrieving and analyzing reservation details, updating case notes, and providing actionable suggestions to Workplace Event Planners. * **Optimize cleaning activities:** AI agents analyze workplace maintenance cases and space utilization data to create or deactivate cleaning schedules, optimizing resource use based on actual space occupancy. * **Automate map updates:** AI agents support map administrators by autonomously retrieving CAD file sources and managing bulk Indoor Mapping import tasks, escalating issues when user input is needed. ## Practical Use and Configuration By default, all use cases and AI agent records are read-only. To enable autonomous operation: * Duplicate the desired agentic workflow. * Activate the use case and all included AI agents. * Activate the trigger to automate invocation, or invoke manually without activating the trigger. ServiceNow customers can also explore additional AI agents pre-installed with Now Assist or available via the AI Agent Marketplace in the ServiceNow Store to extend functionality. ## Expected Outcomes * Reduced repetitive manual tasks for Workplace Event Planners and map administrators. * Improved responsiveness and accuracy in managing workplace reservations and emergency space closures. * Optimized cleaning schedules based on real-time space utilization data, improving resource efficiency. * Streamlined updates to indoor maps, reducing administrative overhead and errors. Agentic workflows in Now Assist for WSD completes workplace tasks autonomously. {#now-assist-wsd-using-agentic-use-cases__table_gyx_brq_l2c__entry__3} | Agentic Workflow name | Description | Available AI agents | |-|-|-| | Manage temporary space closures | This team of AI agents come together when there's a meeting room maintenance case that must be looked at with priority. * When the emergency maintenance request is submitted, maintenance work must be performed. * The emergency case is assigned to a user in the Workplace Event Planners assignment group. * The location is blocked by AI agents for maintenance. * If there are any existing reservations in the maintenance workspace, AI agents relocate or move the reservations to an available location. {#now-assist-wsd-using-agentic-use-cases__ul_j13_mvp_dfc} AI agents reduce repetitive tasks for Workplace event planners. They provide assistance and verify that employees have access to functional spaces within an organization during an outage or emergency maintenance. AI Agents handle the work for Workplace Event Planners so that they can focus on more important and complex tasks that require human intervention. For more information, see [Manage temporary space closures agentic workflow](https://servicenow-prod.fluidtopics.net/pLKwO7S16t9bROSIHsmh2A "This team of AI agents temporarily block a location when there’s an emergency workplace maintenance case is submitted."). | * Workplace case notes updater * Case Retriever * Reservation resolution processing AI agent {#now-assist-wsd-using-agentic-use-cases__ul_sst_k4n_m2c} | | Help manage workplace reservations | This team of AI agents help Workplace Event Planners and autonomously reschedule events happening in the workplace. AI agents support Workplace Event Planners with all relevant information and preparation work when changes are occurring to a planned reservation. AI Agents gather relevant information and provide suggestions to the Workplace Event planners for the next best possible action. Event planners can review and optimize reservations as required by looking at the workplace case details. In order to finish the task, AI agents perform the following: * Retrieve the change event edit workplace case details. * Analyze the reservation retrieved from the previous step. * Update Workplace case notes with all the actions taken. {#now-assist-wsd-using-agentic-use-cases__ul_dj1_x2d_dfc} For more information, see [Help manage workplace reservations agentic workflow](https://servicenow-prod.fluidtopics.net/X6NQ_ZXSkMBoikGbiQDbjw "The Help manage workplace reservations agentic AI workflow enables Workplace Event Planners with rescheduling a planned reservation. AI Agents gather relevant information from a workplace reservation and update an existing planned reservation with a new date, time, and duration."). | * Reservation updating AI agent * Case Retriever * Reservation analyzing AI agent * Workplace case notes updater {#now-assist-wsd-using-agentic-use-cases__ul_f2p_jsx_w2c} | | Optimize Cleaning activities | 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. Based on the space utilization threshold data, it creates new maintenance cases or deactivates underutilized maintenance cases. For more information, see [Optimize cleaning activities agentic workflow](https://servicenow-prod.fluidtopics.net/rzsUd55LONWIqJ3hOCjOMw "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."). | * Case aggregator AI agent * Utilization rate AI agent * Case optimizer AI agent {#now-assist-wsd-using-agentic-use-cases__ul_snj_pkk_ngc} | | Automate map updates | The AI agent helps map admins configure the map during bulk updates to Indoor Mapping. The AI agent autonomously retrieves sources for the CAD file and resumes the import task. If the source isn't found, the AI agent moves the task to the Waiting user input state. For more information, see [Automate map updates agentic workflow](https://servicenow-prod.fluidtopics.net/I65hdooEsm3CNLKRDp8w9Q "This AI agent helps map admins configure the map during bulk updates to Indoor Mapping."). | Map Admin Agent | [Table 1. Table 1. Available AI agent workflows for Now Assist for WSD] {#now-assist-wsd-using-agentic-use-cases__table_gyx_brq_l2c} Important: All use case and AI agent records are read only by default. To run the AI agents autonomously, you must first duplicate the agentic workflow, and then, do the following steps: * Activate the use case. * Activate all agents within the use case. * Activate the trigger to invoke the use case automatically. If you prefer to invoke it manually, activating the trigger isn't necessary. {#now-assist-wsd-using-agentic-use-cases__ul_cgc_ffk_h2c} Looking for an AI agent? * There might be AI agents installed with the Now Assist application that are not used in agentic workflows. To learn how to see all agents that are available on your instance, see [Find AI agents](https://www.servicenow.com/docs/access?context=find-ai-agents&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US). * To find agents that might not be installed on your instance, visit the [AI Agent Marketplace](https://store.servicenow.com/store/ai-marketplace) on the ServiceNow Store. {#now-assist-wsd-using-agentic-use-cases__ul_fjk_5cd_4gc} * **[Manage temporary space closures agentic workflow](https://servicenow-prod.fluidtopics.net/pLKwO7S16t9bROSIHsmh2A)** 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/X6NQ_ZXSkMBoikGbiQDbjw)** The Help manage workplace reservations agentic AI workflow enables Workplace Event Planners with rescheduling a planned reservation. AI Agents gather relevant information from a workplace reservation and update an existing planned reservation with a new date, time, and duration. * **[Optimize cleaning activities agent overview](https://servicenow-prod.fluidtopics.net/96adg3yRrd_CcstS0s4NjA)** The Optimize cleaning activities agent performs cleaning activities on a workplace location based on the space utilization threshold data. * **[Automate map updates agentic workflow](https://servicenow-prod.fluidtopics.net/I65hdooEsm3CNLKRDp8w9Q)** This AI agent helps map admins configure the map during bulk updates to Indoor Mapping.