Using AI agent workflows in ServiceNow Otto for WSD
concept australia Updated Sep 10, 2026 4 min read now-assist-wsd-using-agentic-use-cases.md
Agentic workflows in ServiceNow Otto for WSD help complete workplace tasks autonomously.
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Agentic AI 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.
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. |
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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:
For more information, see Help manage workplace reservations agentic workflow. |
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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. |
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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 For more information, see Automate map updates agentic workflow. |
Map Admin Agent |
|
Workplace Advisor QnA |
The Workplace Advisor QnA agentic AI workflow allows Reservation Managers to use the ServiceNow Otto panel to ask natural language questions about workplace reservations. |
Workplace Reservation QnA Agent |
To run the AI agents autonomously, you must first duplicate the agentic workflow, and complete 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.
There might be AI agents installed on your instance that are not used in agentic workflows. To learn how to see all agents that are available to you, see Find AI agents.
- Manage temporary space closures agentic workflow
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
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
The Optimize cleaning activities agent performs cleaning activities on a workplace location based on the space utilization threshold data. - Automate map updates agentic workflow
This AI agent helps map admins configure the map during bulk updates to Indoor Mapping. - Workplace Concierge agentic workflow
Use the Workplace Concierge agentic workflow to register visitors from existing communication tools like emails, calendars, or the Virtual Agent. - Process image to record agent for workplace case creation
The Process image for new tasks workflow enables workplace users to report workplace issues by capturing and uploading images through the virtual agent interface. The system automatically analyzes the image and creates a workplace case with populated fields including short description, description, and priority. - Implement Autonomous L1 Agent for Workplace
Use the Autonomous L1 Agent for Workplace agent that automatically resolves frequently asked General Inquiry workplace cases without requiring manual agent intervention.
Parent Topic:ServiceNow Otto for Workplace Service Delivery (WSD)
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--- title: Using AI agent workflows in ServiceNow Otto for WSD description: Agentic workflows in ServiceNow Otto for WSD help complete workplace tasks autonomously. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/now-assist-for-wsd/now-assist-wsd-using-agentic-use-cases.html release: australia product: Now Assist for WSD classification: now-assist-for-wsd topic_type: concept last_updated: "2026-09-10" reading_time_minutes: 4 breadcrumb: [ServiceNow Otto for Workplace Service Delivery \(WSD\), Workplace Service Delivery, Employee Service Management] --- # Using AI agent workflows in ServiceNow Otto for WSD Agentic workflows in ServiceNow Otto for WSD help complete workplace tasks autonomously. <table id="table_gyx_brq_l2c"><thead><tr><th> Agentic AI Workflow Name </th><th> Description </th><th> Available AI agents </th></tr></thead><tbody><tr><td> Manage temporary space closures </td><td> 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. 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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-wsd/maintenance-meeting-room-agent-ai.md). </td><td> - Workplace case notes updater - Case Retriever - Reservation resolution processing AI agent </td></tr><tr><td> Help manage workplace reservations </td><td> 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. For more information, see [Help manage workplace reservations agentic workflow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-wsd/manage-workplace-reservations-agent-ai.md). </td><td> - Reservation updating AI agent - Case Retriever - Reservation analyzing AI agent - Workplace case notes updater </td></tr><tr><td> Optimize Cleaning activities </td><td> 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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-wsd/optimize-cleaning-activities-agent.md). </td><td> - Case aggregator AI agent - Utilization rate AI agent - Case optimizer AI agent </td></tr><tr><td> Automate map updates </td><td> 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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-wsd/automate-map-updates-agent-ai.md). </td><td> Map Admin Agent </td></tr><tr><td> Workplace Advisor QnA </td><td> The Workplace Advisor QnA agentic AI workflow allows Reservation Managers to use the ServiceNow Otto panel to ask natural language questions about workplace reservations. </td><td> Workplace Reservation QnA Agent </td></tr></tbody> </table>**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 complete 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. There might be AI agents installed on your instance that are not used in agentic workflows. To learn how to see all agents that are available to you, see [Find AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/find-ai-agents.md). - **[Manage temporary space closures agentic workflow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-wsd/maintenance-meeting-room-agent-ai.md)** 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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-wsd/manage-workplace-reservations-agent-ai.md)** 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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-wsd/optimise-cleaning-agent-overview.md)** 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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-wsd/automate-map-updates-agent-ai.md)** This AI agent helps map admins configure the map during bulk updates to Indoor Mapping. - **[Workplace Concierge agentic workflow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-wsd/workplace-concierge-ai-agent.md)** Use the Workplace Concierge agentic workflow to register visitors from existing communication tools like emails, calendars, or the Virtual Agent. - **[Process image to record agent for workplace case creation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-wsd/process-image-to-record-agent-for-workplace-case-creation.md)** The Process image for new tasks workflow enables workplace users to report workplace issues by capturing and uploading images through the virtual agent interface. The system automatically analyzes the image and creates a workplace case with populated fields including short description, description, and priority. - **[Implement Autonomous L1 Agent for Workplace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-wsd/implement-autonomous-l1-agent-for-workplace.md)** Use the Autonomous L1 Agent for Workplace agent that automatically resolves frequently asked General Inquiry workplace cases without requiring manual agent intervention. **Parent Topic:**[ServiceNow Otto for Workplace Service Delivery \(WSD\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-wsd/now-assist-wsd-landing.md)
| title | Using AI agent workflows in ServiceNow Otto for WSD |
| description | Agentic workflows in ServiceNow Otto for WSD help complete workplace tasks autonomously. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/employee-service-management/now-assist-for-wsd/now-assist-wsd-using-agentic-use-cases.html |
| release | australia |
| product | Now Assist for WSD |
| classification | now-assist-for-wsd |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 4 |
| breadcrumb | ServiceNow Otto for Workplace Service Delivery \(WSD\)Workplace Service DeliveryEmployee Service Management |