Question 1

What is the ServiceNow Agent?

Accepted Answer

It's an AI agent you connect to your own ServiceNow instance (a Personal Developer Instance / PDI). You describe what you want in plain English — add a client script, build a reporting dashboard, debug a business rule — and the agent plans the work, reads your instance to check the current state, and, with your permission, makes the changes.

Question 2

How do I connect my ServiceNow PDI?

Accepted Answer

In the connection panel, enter your instance URL (e.g. https://dev12345.service-now.com) and either a username and password or OAuth credentials. The agent uses these only to call your instance's APIs, and you can update or disconnect them any time.

Question 3

Can the agent change my instance without me knowing?

Accepted Answer

No. The agent is read-only by default and cannot write anything until you explicitly enable writes. With Review mode on, it also pauses for your approval on the plan and before every individual write, so nothing is modified unless you approve it.

Question 4

What can the ServiceNow Agent build?

Accepted Answer

It queries and creates records, fields, Business Rules, Script Includes, Client Scripts, catalog items and record producers, notifications, reports, dashboards and Service Portal pages, using ServiceNow best-practice patterns — and for complex builds it can run gated server-side scripts with your approval.

Question 5

Does the agent use up-to-date ServiceNow knowledge?

Accepted Answer

Yes. It has live web access — it can search the web and read official ServiceNow docs and community posts in real time when a question needs current or version-specific information, citing its sources. The web tools have no access to your instance.

Question 6

How are my ServiceNow credentials and data handled?

Accepted Answer

Your instance credentials are stored so the agent can call your instance's APIs on your behalf. The agent's web-search and page-fetch tools run separately and have no access to your instance or credentials, and web pages it reads are used transiently to answer the current question, not stored.

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