Lesson 3: Recommendations, Agent Assistance, Workflows, Prompts, Integrations, and Automation

Lesson Overview

This lesson develops practical capability in recommendations, agent assistance, workflows, prompts, integrations, and automation for the ServiceNow Now Assist for HAM Implementer Training. Learners connect platform data, workflow, security, user experience, testing, and operational support.

Topics Covered

Recommendations, Agent Assistance, Workflows, Prompts, Integrations, and Automation: purpose, terminology, architecture, personas, and measurable business outcomes
ServiceNow applications, tables, records, roles, workspaces, data relationships, and configuration used for recommendations, agent assistance, workflows, prompts, integrations, and automation
Requirements, process design, dependencies, controls, governance, and implementation sequencing for recommendations, agent assistance, workflows, prompts, integrations, and automation
Hands-on configuration and workflow practice focused on automation and integrations
Testing, validation, dashboards, diagnostics, troubleshooting, documentation, release, and operational support for recommendations, agent assistance, workflows, prompts, integrations, and automation

Practical Activity

Create a design or configuration worksheet for recommendations, agent assistance, workflows, prompts, integrations, and automation: purpose, terminology, architecture, personas, and measurable business outcomes.
Build and validate a practical ServiceNow exercise for hands-on configuration and workflow practice focused on automation and integrations.
Review logs, reports, test evidence, controls, and documentation for testing, validation, dashboards, diagnostics, troubleshooting, documentation, release, and operational support for recommendations, agent assistance, workflows, prompts, integrations, and automation.

Key Takeaways

Explain the architecture and business purpose of recommendations, agent assistance, workflows, prompts, integrations, and automation.
Configure or implement the core ServiceNow capabilities required for hands-on configuration and workflow practice focused on automation and integrations.
Validate results, identify common failure points, document decisions, and support a controlled release.

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ServiceNow Now Assist for HAM Implementer Training 1 Section4 Lessons8 Hours

Curriculum