Citations in Now Assist AI agents

---
title: Citations in Now Assist AI agents
description: Citations appear on the ServiceNow Otto panel when AI agents and agentic workflows provide summaries for similar incidents and knowledge articles.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/intelligent-experiences/citations-aia-new.html
release: brazil
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configure AI Agent Studio, AI Agent Studio, AI agents and agentic workflows, Enable AI Experiences]
---

# Citations in Now Assist AI agents

Citations appear on the ServiceNow Otto panel when AI agents and agentic workflows provide summaries for similar incidents and knowledge articles.

You can enable citations for **Get relevant knowledge articles** and **Get similar incidents** on your ServiceNow instance.

Generating citations:

-   Citations are generated by the LLM \(Large Language Model\), which use the information available to it.
-   URLs can’t be generated by LLM if relevant information isn’t provided.
-   LLMs need to provide proper URLs for better results.
-   Citation URLs return directly from the tool’s outputs.
-   The LLM is instructed not to generate or assume citations if they aren’t present.

**Note:** Invalid or malformed URLs won’t be displayed to the user.

Citations with similar incidents and relevant knowledge articles appear in the Sources section of the AI Agent Studio Chat and on the Now Assist panel. Clickable links direct you to the incident or knowledge article.

You can hide citations for specific agentic workflows or AI agents where it's necessary or confidential. For more information, see [Disable citations in AI Agent Studio](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/aia-hide-citations-new.md).