Next action recommendation AI agent
This AI agent identifies the optimal steps for resolving tasks by reviewing similar record details, related list record details, relevant knowledge articles, and web search results.
Workflow
The agent summarizes and presents to the user a step-by-step summarized resolution plan and derived action plan.
- Fetch the record details.
- Fetch a list of similar records to understand how they were resolved.
- Fetch a list of related records to find all records from related lists to provide additional context.
- Fetch a list of relevant knowledge articles based on the short description of the task.
- Analyze the issue and use the web search tool to provide additional resolution steps based on the web search results.
- Generate the resolution steps.
- Display results to the user.
|
Field |
Description |
|---|---|
|
Allow third party to access this AI agent |
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. |
|
Allow AI specialists to access this AI agent |
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. |
|
Manage long-term memory |
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. |
|
Tools |
Check Plan Action Required Get derived plan details Get record details Get Related List Record Details Get similar records Save activity notes WebSearch
Get relevant knowledge articles |
|
Allowed user roles The specific user roles that can access this AI agent. |
sn_uxc_gen_ai.platform_ai_next_best_action |
|
Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. |
sn_uxc_gen_ai.platform_ai_next_best_action, sn_hr_core.case_writer |
|
Triggers |
Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent. |
|
Channels |
Configure an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer. |
|
Used in agentic workflows |
|
--- title: Next action recommendation AI agent description: This AI agent identifies the optimal steps for resolving tasks by reviewing similar record details, related list record details, relevant knowledge articles, and web search results. locale: en-US canonical_url: https://www.servicenow.com/docs/r/intelligent-experiences/plat-ai-next-action-recommendation-ai-agent.html release: brazil 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] --- # Next action recommendation AI agent This AI agent identifies the optimal steps for resolving tasks by reviewing similar record details, related list record details, relevant knowledge articles, and web search results. ## Workflow The agent summarizes and presents to the user a step-by-step summarized resolution plan and derived action plan. 1. Fetch the record details. 2. Fetch a list of similar records to understand how they were resolved. 3. Fetch a list of related records to find all records from related lists to provide additional context. 4. Fetch a list of relevant knowledge articles based on the short description of the task. 5. Analyze the issue and use the web search tool to provide additional resolution steps based on the web search results. 6. Generate the resolution steps. 7. Display results to the user. <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/brazil/markdown/intelligent-experiences/na-aia-reference.md). </td></tr><tr><td> Tools </td><td> - **Scripts** Check Plan Action Required Get derived plan details Get record details Get Related List Record Details Get similar records Save activity notes WebSearch - **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\_uxc\_gen\_ai.platform\_ai\_next\_best\_action </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\_uxc\_gen\_ai.platform\_ai\_next\_best\_action, sn\_hr\_core.case\_writer </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/brazil/markdown/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/brazil/markdown/conversational-interfaces/configure-now-assist-va.md). </td></tr><tr><td> Used in agentic workflows </td><td> - Generate resolution plans - Resolve critical HR Case </td></tr></tbody> </table>**Parent Topic:**[ServiceNow AI Platform AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/platform-ai-agents-overview.md)
| title | Next action recommendation AI agent |
| description | This AI agent identifies the optimal steps for resolving tasks by reviewing similar record details, related list record details, relevant knowledge articles, and web search results. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/intelligent-experiences/plat-ai-next-action-recommendation-ai-agent.html |
| release | brazil |
| topic_type | reference |
| last_updated | 2026-09-10 |
| reading_time_minutes | 2 |
| breadcrumb | ServiceNow AI Platform AI agentsServiceNow AI PlatformAI agents libraryAI agents and agentic workflowsEnable AI Experiences |