How to identify which skills a certain AI agent is using and how many assists it will consume? - Support and Troubleshooting

How to identify which skills a certain AI agent is using and how many assists it will consume? Issue Problem How to know which skills are used in the out-of-the-box AI agents for ITSM, and how many assists each AI Agent consumes.

Symptoms Based on the ServiceNow framework for Now Assist and agentic workflows, assist consumption is measured dynamically based on execution rather than as a fixed static cost per individual AI Agent.

Release Any

Cause The question is informational and relates to understanding how ServiceNow AI agents and skills consume assists.

The recommended OOB approach is:

Use the Assist Overview document to identify the published consumption for each skill/action. Use AI Agent Studio to identify which AI Agents and tools/skills are mapped to the specific agentic workflow. Use AI Agent Studio > Activity and AI Agent Studio > Analytics to review actual execution behaviour and usage on the instance. Calculate expected consumption based on the actual workflow path and number of actions executed, rather than assuming a fixed cost per AI Agent. This is expected behaviour because agentic workflows are designed to adapt at runtime and may invoke different tools, skills, or AI Agents depending on the record and context.

Now Assist agentic workflows AI Agent Analytics dashboard

Official documentation ServiceNow Assist Overview: AI Agent Studio Now Assist AI agents Now Assist agentic workflows Use AI agent or agentic workflows in Now Assist for Strategic Portfolio Management (SPM) Agentic AI in Now Assist for ITSM

Resolution Based on the ServiceNow framework for Now Assist and agentic workflows, assist consumption is measured dynamically based on execution rather than as a fixed static cost per individual AI Agent.

Here is how you can identify the mapped skills and calculate how many assists will be consumed:

1. How to Map Skills/Tools to a Specific AI Agent To see exactly what tools, skills, or actions an out-of-the-box (OOB) or custom AI Agent can use, you need to look inside the AI Agent Studio:

Navigate to AI Agent Studio > Create and manage in your ServiceNow instance. Open the specific agentic workflow or AI Agent you want to inspect. Review the Add tools and information section within the guided setup. The items listed there represent the specific tools and underlying skills the agent is authorized to invoke during an execution path. For more information on managing these configurations, you can refer to the AI Agent Studio Documentation .

2. How Assist Consumption is Calculated Because agentic workflows adapt at runtime based on the record context, available data, and the path taken, ServiceNow determines the cost based on the size of the workflow execution (the total number of actions processed) rather than a flat rate per agent:

Small Agentic Workflow: Fewer than 4 actions = 25 assists Medium Agentic Workflow: 5 to 8 actions = 50 assists Large Agentic Workflow: 9 to 20 actions = 150 assists 📌 Note: An execution cycle begins when the orchestrator triggers the activity and finishes upon workflow completion, after hitting 20 actions, or following 1 hour of inactivity. If a workflow runs long and surpasses 20 actions, any actions beyond that threshold are grouped and counted toward a new agentic workflow block.

3. How to Track and Monitor Actual Consumption To accurately forecast or audit how many assists your agents are actually utilizing on your instance, you should leverage ServiceNow's native monitoring dashboards:

AI Agent Analytics Dashboard: Navigate to Performance Analytics Workspace or the designated analytics module to view the AI Agent Analytics Dashboard . This workspace breaks down assist usage, adoption rates, and individual agent performance. Granular Logs: You can directly query the sys_gen_ai_usage_log table in your platform database to audit granular, transactional logs of assist consumption per skill and agent execution path. For a complete breakdown of individual skill costs and standard consumption definitions, you can review the official ServiceNow Assist Overview Document .

Out-of-box ITSM AI Agents For Now Assist for ITSM, the documented out-of-box agentic workflows include:

Triage and categorize ITSM incidents Categorize ITSM incident AI Agent Classify service and CI AI Agent Link major incident and link problem AI Agent Investigate and resolve ITSM incidents ITSM incident resolution plan investigation AI Agent Manage Microsoft 365 group members Microsoft 365 group membership AI Agent Generate post incident reviews Post-incident review AI Agent Generate change request plans Change request plans AI Agent Notify users with Twilio Twilio SMS text AI Agent Related Links References:

Now Assist Overview PDF