Case creation AI agent

---
title: Case creation AI agent
description: The Case creation AI agent is designed to automate and manage the end-to-end process of case creation. This agent should be invoked when a case needs to be created.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/csm-case-creation-ai-agent.html
release: australia
topic_type: reference
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Customer Service Management AI agents, Customer Service Management, AI agents library, AI agents and agentic workflows, Enable AI Experiences]
---

# Case creation AI agent

The Case creation AI agent is designed to automate and manage the end-to-end process of case creation. This agent should be invoked when a case needs to be created.

## Workflow

The agent helps users complete tasks related to case creation.

1.  Get the source record details.
2.  Identify if the source record is a duplicated.
3.  Determine case type.
4.  Validate documents.
5.  Retrieve if the source record associated record is present.
6.  Initiate case creation process.

<table><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Allow third party to access this AI agent

</td><td>

When enabled, third-party AI agents can use this agent. This value is off \(false\) by default. This setting is defined in the AI Agent configs \[sn\_aia\_agent\_config\] table on the External discoverable field.

</td></tr><tr><td>

Allow AI specialists to access this AI agent

</td><td>

When enabled, AI specialists can use this agent. This value is off \(false\) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs \[sn\_aia\_agent\_config\] table on the Specialist enabled field.

</td></tr><tr><td>

Manage long-term memory

</td><td>

When enabled, all previous user interactions are used as context for the LLM. This value is off \(false\) by default. This setting is defined by the **sn\_aia.ltm.enable\_long\_term\_memory** system property. For more information, see [ServiceNow Otto AI agents reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/na-aia-reference.md).

</td></tr><tr><td>

Tools

</td><td>

-   **Script**

Create a case record

Determine case type

Duplicate Case Checker

Get record details

Update record with AI Agents execution

-   **Search retrieval**

Get relevant knowledge articles


</td></tr><tr><td>

Allowed user roles The specific user roles that can access this AI agent.

</td><td>

sn\_esm\_agent

</td></tr><tr><td>

Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take.

</td><td>

sn\_customerservice\_agent, sn\_customerservice.consumer\_agent, sn\_customerservice\_manager

</td></tr><tr><td>

Triggers

</td><td>

Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/add-trigger-aia.md).

</td></tr><tr><td>

Channels

</td><td>

Configure an assistant for Virtual Agent or ServiceNow Otto panel using [Assistant Designer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/configure-now-assist-va.md).

</td></tr><tr><td>

Used in agentic workflows

</td><td>

[Triage cases](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/case-resolving-use-case.md)

</td></tr></tbody>
</table>Learn more about Customer Service Management at [Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/c_CustomerServiceManagement.md).

**Parent Topic:**[Customer Service Management AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/csm-ai-agents-overview.md)