ServiceNow record navigator AI agent

---
title: ServiceNow record navigator AI agent
description: This AI agent surfaces ServiceNow records as clickable navigation views. It handles retrieval-style queries \("show me open P1 incidents"\) and navigation-style commands \("take me to changes assigned to David"\).
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/plat-ai-servicenow-record-navigator-ai-agent.html
release: australia
topic_type: reference
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [ServiceNow AI Platform AI agents, ServiceNow AI Platform, AI agents library, AI agents and agentic workflows, Enable AI Experiences]
---

# ServiceNow record navigator AI agent

This AI agent surfaces ServiceNow records as clickable navigation views. It handles retrieval-style queries \("show me open P1 incidents"\) and navigation-style commands \("take me to changes assigned to David"\).

## Workflow

The agent turns a request to find or navigate to records into a clickable navigation view.

1.  Rephrase the user’s request as a retrieval query by stripping navigation language and reframing it as a request for matching record IDs.
2.  Resolve the rephrased query against the knowledge graph to identify the matching records.
3.  If the resolution fails, display the returned message to the user and stop.
4.  If the resolution succeeds, pass the result directly to the navigation card so the user can click through to the records, without adding any additional text.

<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**

KGNavigationResolver

-   **Conversational Topic**

NavigationButton


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

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

</td><td>

snc\_internal

</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>

now\_assist\_panel\_user

</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>

Actionable Navigation

</td></tr></tbody>
</table>**Parent Topic:**[ServiceNow AI Platform AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/platform-ai-agents-overview.md)