Build Custom AI Agents

Overview

This skill provides a comprehensive guide to building custom AI agents in ServiceNow:

• Defining agent capabilities and scope of responsibility
• Configuring knowledge sources for agent grounding (KB articles, catalog items, documentation)
• Setting up tool access so agents can perform actions (create records, query data, trigger flows)
• Designing conversational flows with intent recognition and entity extraction
• Implementing guardrails for safety, accuracy, and compliance
• Testing and iterating on agent behavior before production deployment

When to use: When building a new virtual agent topic, extending Now Assist skill capabilities, creating a domain-specific AI assistant, or configuring agent tool access for automated task execution.

Prerequisites