Modifying the default Profile ServiceNow tool settings

As an administrator, configure the Profile ServiceNow tool to help agents retrieve user profile details from ServiceNow and respond to profile-related queries through the Employee Navigator interface. This setup improves support efficiency and enhances the overall user experience.

The Profile ServiceNow tool is available out-of-the-box, but you cannot modify it directly. However, you can add a new tool to modify the default tool configuration.

Before you begin

Make sure you have cloned an out-of-the-box agent, because you can only add a custom tool to a cloned out-of-the-box agent.

For more information, see Cloning an agent.

To modify the default Profile ServiceNow tool settings

1. Add a new tool in your environment. For more information, see Adding tool and toolkit for an AI Agent.
   The new tool must replicate the field value configuration of the existing out-of-the-box Profile ServiceNow tool.
2. In the Configuration field, modify the following settings:

   Setting	Description
   include_documents	A Boolean value that determines whether related references are included in the response.
   sys_params	A comma-separated list of fields that define the profile attributes returned in the response.
   limit	The number of profiles returned per query.
   reportees_limit	The number of reportees returned per profile.

   Default configuration:

   {
     "include_documents": false,
     "sys_params": "name,email,manager.name,location.name,reportees,sys_id",
     "limit": 10,
     "reportees_limit": 20
   }
3. Click Save.

Where to go from here

Adding tool and toolkit for an AI Agent