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Feature Overview

Glean in ServiceNow is an integrated assistant that is embedded in the Service Operations, Customer Service Management and HR Case Management workspaces to help support agents, HR and IT admins resolve issues more effectively and efficiently.

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Overview

The app enhances productivity and streamlines various support, HR and IT workflows by allowing users to:
  • Generate incident and case summaries dynamically, along with customer sentiment
  • Access AI powered issue resolution steps and ask follow-up questions to Glean Assistant
  • Receive contextual recommendations (related documents, similar incidents/cases, knowledge articles)
  • Chat with Glean Assistant
  • Compose a response to the customer
  • Run AI agents

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How the feature works

  1. The feature is available as an embedded app for incidents and cases in the Service Operations, Customer Service Management and HR Case Management workspaces.
  2. When a user opens an incident or case, they will see a Glean icon in the right hand panel. Clicking on the icon opens the app.
  3. The app takes into account the title, description, other case details and comments to understand the context of the issues reported and the conversation so far.
  4. Based on this information, the app automatically summarizes the issue, suggests resolution steps, surfaces similar issues and relevant knowledge articles, allows users to ask follow-up questions to Glean Assistant, execute prompts and compose responses.
Below we explore all the features and components available in the app:

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Structured summary of the current ServiceNow incident or case

The summary highlights the key points of interest including the issue that was reported, a suspected cause if identified, the current status of the case, and the customer sentiment in the form of concise bullet points.

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Set of suggested next steps for issue resolution

Next steps aim to help users resolve the issue as quickly as possible. Glean understands the case context, knows what information the user has access to and is able to suggest steps towards resolution by bringing relevant company knowledge directly into ServiceNow. This saves users time by presenting relevant information without the users having to search for it. In addition, citations help users verify the next steps and get more information from documents (expand Sources) used to generate the suggestions.

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Quick access to Glean Assistant

Users can interact with Glean Assistant, ask follow-up questions, or get help with any relevant issue by quickly without leaving ServiceNow Users can hover over a document and click to see a summary. In addition to related tickets and knowledge base articles, Resources will surface the latest relevant documentation from across the company, such as Slack threads, to help solve the ticket.

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Run agents

Admins are able to add selected agents to Glean in ServiceNow. End users can see and run these agents right from the interface.

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Compose a response

Glean helps you compose a response based on the case contents. End users can modify the response and send it to the customer, thus streamlining communication. You can also refine the response to make it more concise, friendly or professional.

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    Search across all your apps

    Click the Glean icon on the top bar. Glean Search will open, allowing you to search across all your enterprise apps connected to Glean, directly from ServiceNow. The Glean search on the top bar allows searching across all your enterprise apps connected to Glean, directly from ServiceNow.

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Compatibility

Glean in ServiceNow works on Xanadu and subsequent releases of ServiceNow. It is embeddable in the following workspaces:
  • Service Operations Workspace
  • CSM Configurable Workspace
  • HR Agent Case Management Workspace
Glean in ServiceNow will be available on the following objects, and any objects derived from these:
  • incident
  • sn_customerservice_case
  • sn_hr_core_case

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Installation Instructions

Install the app from ServiceNow’s App Store. The Links and Documents section contains detailed instructions on how to set up Glean in ServiceNow for each workspace.

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​Setting up a Glean in ServiceNow configuration

As a Glean Admin, you can configure Glean in ServiceNow to align with your team’s specific needs. To customize Glean in ServiceNow, you’ll need to create a configuration in the Admin Console:
  1. Navigate to Admin Console > Platform > Embedded Integrations.
  2. Click the New Configuration button.
  3. Select ServiceNow. If your team uses multiple applications, you can add configurations for each one.
After selecting an application, you’ll be directed to an editor screen where you can customize the configuration. Once you click Save, your configuration will appear in a table on the Glean in ServiceNow page.

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Configure AI agents in Glean in ServiceNow

You can choose which agents show up in ServiceNow, enabling your team to run agents without switching contexts. Note: Only admins can customize how the agents appear in the side panel, not end users. Pinned agents display on the Home tab inside Glean in ServiceNow. By default, you will have three Pinned agents.
  • Summary
  • Next steps
  • Draft a response These three agents come as default with the installation of this embedded integration. They are not shown in the agent library, though you can build similar Quickstart agents in the agent library.
Adding agents:
  1. Open your Glean in ServiceNow configuration.
  2. Go to the Additional Agents section.
  3. Click Add Agent to see all agents that are visible to everyone.
  4. Select your desired agent and click Add. Repeat as needed to add multiple agents.
Once added, the agents will appear in the Additional Agents section. These agents will display inside the Agents tab in Glean in ServiceNow. From here, you can:
  • Rearrange agents by dragging them into the desired order.
  • Remove agents by clicking the trash bin icon.
Note: If an agent is deleted or its visibility is restricted, it will be automatically removed from your configuration. Once the configuration is saved, your changes will take effect immediately.

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Adjusting pinned agents

You may wish to have certain agents in your Additional Agents section, which display on the Agents tab in Glean in ServiceNow, instead appear on the Home tab in Glean in ServiceNow. To do so, simply click the pin icon next to the agent. To move an agent from the Home tab to the Agents tab, unselect the pin icon next to the agent in the Pinned agents section. To remove agents from both the Home tab and the Agents tab, you can hide agents. When you remove any of the three default agents from the Pinned agents section and the Additional Agents section, they will remain accessible to the admin only in the Hidden agents section.

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Configuring agents

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Set pinned agents to run automatically or manually

You can configure any agent in the Pinned agents section to run automatically. This means that the agent will run as soon as a user opens a new ticket. You can add a maximum of 2 auto-run agents. For example, if the Summary agent is set to run automatically, a summary of the ticket will be instantly generated every time a user opens a ticket. Alternatively, you can set these agents to be manually activated, which means they will wait to be manually triggered before running. To adjust this setting, click on the three dots next to any pinned agent and select, “Configure.” You can then toggle between the automatic and manual trigger options. You will also see an option to set the input field for the auto-run, such as a ticket url.

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Customizing knowledge sources for the Next Steps agent

The Next Steps agent references various knowledge sources to suggest next steps and recommend resources. You can edit these sources to better suit your team by editing the Knowledge Sources field in the configuration options for this agent. By default, this field is left blank, allowing Glean in ServiceNow to reference all company knowledge in Glean. If you specify sources in the Knowledge Sources field, the Next Steps agent will only use those sources, ignoring all others. Once the configuration is saved, your changes will take effect immediately. Previously, “Knowledge sources” controlled which data sources will be used for both “Next Steps” and “Resources” sections. Now, the setting will only control the Next Steps agent, meaning that the Search tab and Chat tab results will not be bound by the knowledge sources set in this configuration. We made this decision to make the experience consistent with the Search experience in the Glean app and other surfaces.

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Customizing the Draft a Response agent

The Draft a Response agent helps your team craft responses to customers. You can customize how they’re written by adding instructions. For example:
  • Specify a salutation that you want responses to begin with.
  • Specify a signature that you want responses to end with.
  • Specify the desired tone or formatting of messages.
Once the configuration is saved, your changes will take effect immediately.

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Further customization options

You can further customize other agents inside the Glean agent builder, inside the agent library. For example, you can select which LLMs you want the agent to use. To have the ticket url of the ticket you are looking at auto-fill in the agent, select “Configure” in the menu for that agent in the admin console and adjust the “Ticket info type” to “Ticket URL.” If you would like the input for the agent you have added to auto-fill, consider changing the first step in your agent to “Ticket URL.” This way, Glean in ServiceNow will auto-fill the ticket url of the ticket you are looking at into the agent. The context from the tickets, such as “customer name” and “status of ticket,” can be referenced in subsequent steps in an agent if they are needed.
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