--- sourceDocument: Yokohama Enable AI sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/intelligent-experiences Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Identify ways to improve service # Platform Identify ways to improve service agentic workflow {#ariaid-title1} Release version: Yokohama Updated November 18, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 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 Platform Identify ways to improve service agentic workflow The Platform Identify ways to improve service agentic workflow enables ServiceNow customers to optimize service delivery and enhance customer satisfaction by continuously analyzing feedback, performance metrics, and historical trends. It uses AI agents to generate actionable recommendations for improving service processes based on survey data and other performance indicators. Show full answer Show less This workflow is powered by Now Assist applications and can be activated by enabling triggers and configuring display settings to include the Now Assist panel. Customization is possible by duplicating the workflow and adjusting instructions to fit specific organizational needs. ## Prerequisites and Setup * Now Assist for Platform must be installed (included with other Now Assist apps like ServiceNow Otto for ITSM). * Assessment records linked to task tables are required to enable survey data analysis. * Users need the **snuxcgenai.platformaiimproveservices** role for access and role masking controls to limit workflow privileges during execution. * Security controls and data access settings must include roles that permit reading necessary tables, for example, adding the **itil** role for Incident record access. ## Configuration Settings related to this workflow can be adjusted via the **Now Assist Skill Config Var Set** within the Platform AI Agents and Skills scope. Key configurable parameters include: * **Maximum number of records**: Limits the number of survey records analyzed (default 500). * **Analysis Time Frame**: Defines the maximum range in months for survey data analysis to identify trends (default 3 months). ## Access and Usage * Access the workflow via **AI Agent Studio** under "Create and manage" and select "Identify ways to improve service." * The guided setup provides details about included AI agents, their roles, steps, and tools. * Agentic workflows are accessible both in the Core UI and workspaces through the AI Workflows panel, allowing users to track progress and review results. * UI actions can be configured to trigger this workflow for easier user access; ensure the property **com.glide.agenticprocessesview.enabled** is set to true for visibility. ## Testing Testing can be performed manually or through automated evaluations in AI Agent Studio by users with the **sn.aiaadmin** role. Sample task utterances for triggering the workflow include requests to analyze surveys and suggest service improvements over various time frames. ## AI Agents Involved The primary AI agent used is the **Survey Analysis AI agent** , which acquires and analyzes survey data within specified time frames to identify actionable service improvements. This agent requires the **snuxcgenai.platformaiimproveservices** role and must be activated within the AI agent's guided setup. ## Additional Resources For information on other Platform agentic workflows, users can refer to related documentation on Platform agentic workflows to explore complementary capabilities for service optimization. Use the Platform Identify ways to improve service AI agents agentic workflow to continuously analyze feedback, performance metrics, and historical trends that identify areas for service improvement. ## Identify ways to improve service overview The Identify ways to improve service agentic workflow can help optimize service delivery and customer satisfaction by analyzing feedback, metrics, and trends to provide actionable process improvement recommendations. The agents, tools, and triggers that are associated with the Identify ways to improve service agentic workflow are provided by the Now Assist applications. You can [activate the agentic workflow template](https://servicenow-prod.fluidtopics.net/A9lknZbcIxQ5cGtzgbrgNA "Activate triggers and change display settings for agentic workflows in AI Agent Studio that come installed with Now Assist applications.") by making triggers active and setting the display settings to include the Now Assist panel. If you want to change this agentic workflow's instructions, you must [duplicate it](https://servicenow-prod.fluidtopics.net/ju9DgqK5y_SBvEMgDvZULw "Duplicate an existing agentic workflow in AI Agent Studio to save time by not having to manually configure or create agentic workflows."), adjust the settings to suit your specific needs, and activate the duplicated version of the agentic workflow instead. ## Prerequisites and setup To access this workflow, you must have Now Assist for Platform installed on your instance, which you can get if you install any other Now Assist application, such as ServiceNow Otto for IT Service Management (ITSM). Because this agentic workflow relies on survey data, you must have Assessment records associated with task tables to analyze. ## Role masking Required role: sn_uxc_gen_ai.platform_ai_improve_services. [Role masking](https://servicenow-prod.fluidtopics.net/KXA9rY7HDpJq5qk3qK1KPg "Role masking for AI agents and agentic workflows running as dynamic users enhances security by enabling users to limit the roles with which AI agents and agentic workflows execute, verifying that AI agents run with minimum necessary privileges.") enables users to limit the roles and privileges of agentic workflows during tool execution. Agentic workflows and their AI agents that get installed with Now Assist applications are assigned pre-defined roles. If you select Users with specific roles for user access, you must configure the security controls to include these roles. Data access settings must also include these roles. For the instructions to change the security controls, see [Define security controls for an agentic workflow](https://servicenow-prod.fluidtopics.net/BxlfGCh0M5stfHIyBZXlnw "In the guided setup for an agentic workflow, define security controls for who can access the agentic workflow and what data the agentic workflow has access to."). In the data access settings, you must also add the necessary roles to enable reading of the Assessment table and other tables it requires. For example, you can add the itil role to the agentic workflow's list of approved roles so that it can access Incident records. ## Additional configuration You can change different settings related to the agentic workflow by changing values for the Now Assist Skill Config Var Set. To access the variable set and make changes, do the following while in the Platform AI Agents and Skills scope: * Go to the Now Assist Skill Config \[sn_nowassist_skill_config\] table. * Open the record named Identify ways to improve service. * In the Now Assist Skill Config Var Set related list, select Survey analysis input config. * Edit the variable values. * Save or update the record. {#service-improvement__entry__3} | Config field | Description | Default value | |-|-|-| | Maximum number of records | Maximum number of records included in analysis | 500 | | Analysis Time Frame | Range of time, in months, for the survey analyzer to look at records to identify trends. Users can specify smaller ranges when running the agentic workflow, but this value defines the maximum limit. | 3 | [Table 1. Identify ways to improve service configuration] ## Accessing the Identify ways to improve service agentic workflow To access the agentic workflow: 1. Navigate to AllAI Agent StudioCreate and manage. 2. Select Identify ways to improve service. {#service-improvement__ol_fkq_csr_y2c} The first step of the guided setup includes a complete list of included AI agents. Selecting the name of an AI agent opens it in a new browser tab, where you can see the full description, role, list of steps, and tools. Tools are displayed in the second step of the AI agent guided setup, Add tools and information. ## In-product agentic AI and UI actions Agentic workflows can be accessed in the Core UI and in workspaces in the AI Workflows panel. From there, you can track their progress, provide or review input, and see the results of the work performed. For more information, see [In-product agentic AI](https://servicenow-prod.fluidtopics.net/N0JhgMY1Ebivh2YFtaZiww "Dedicated spaces in workspaces and in the Core UI enable you to use agentic workflows directly in record forms. You can view agentic workflow progress and previous executions, and you can answer follow-up questions for ones that require human supervision.") for more details about the AI Workflows panel. To enable users to access agentic workflows with UI actions, you can open the agentic workflow in AI Agent Studio and navigate to the Select channels and access step. You can select a UI action as a possible way to access the workflow If you don't see your UI actions after configuring it in AI Agent Studio, ensure that the property com.glide.agentic_processes_view.enabled is set to true. ## Testing the Identify ways to improve service agentic workflow You can manually test an agentic workflow execution or access on the Testing page of AI Agent Studio if you have the sn.aia_admin role and all other roles configured [in the security controls](https://servicenow-prod.fluidtopics.net/BxlfGCh0M5stfHIyBZXlnw "In the guided setup for an agentic workflow, define security controls for who can access the agentic workflow and what data the agentic workflow has access to."). Start a manual test, select a test type and the name of the workflow, and use utterances in the Task field like the following samples. See [Test an agentic workflow execution](https://servicenow-prod.fluidtopics.net/5uI0zIV1QzTDdgdb7FgVlw "Test your agentic workflow in AI Agent Studio to analyze how it functions while it executes the instructions that you defined."). If you want to evaluate the agentic workflow over many different execution logs, run an [automated evaluation](https://servicenow-prod.fluidtopics.net/eMDDizQfiIWXyccpClESJA "Evaluate agentic workflow and AI agents against datasets of your choice to monitor performance and evaluate against different benchmarks."). ## Sample utterance After the workflow has been activated in AI Agent Studio, enter similar phrases to the following in the Now Assist panel to trigger the workflow. You can also run this workflow on the Testing page of AI Agent Studio with the same utterance in the Task field if you have the sn.aia_admin role. * Make suggestions for continuous service improving based on surveys within the last 3 months * Summarize surveys to improve services within the last 2 years * Give ideas for improving case resolution based on Post-Case survey results over the last month ## AI agents used in the Identify ways to improve service agentic workflow The following table lists the agents that are used in the Identify ways to improve service agentic workflow. Important: In the Select channels and access of each AI agent's guided setup, make sure that the Status toggle is enabled to activate the AI agent. {#service-improvement__entry__12} | AI agent name | AI agent description | Role required | |-|-|-| | Survey Analysis AI agent | Acquires survey data within the specified time range and analyzes it for ways to improve services | sn_uxc_gen_ai.platform_ai_improve_services | [Table 2. AI agents names and descriptions in the Identify ways to improve service agentic workflow] ## Other Platform agentic workflows For more information on the other agentic workflows that are associated with the Platform workflow, see [Platform agentic workflows](https://servicenow-prod.fluidtopics.net/WDyeqIZ9ANUDnZFJ~J9_0g "You can use the available Now Assist AI agents Platform agentic workflows to achieve business outcomes with self-executing autonomous AI agents."). *[\>]: and then