Transcript for "A Deep Dive Into ServiceNow's New Build Agent": Hello, everyone. Welcome or welcome back to another Now Ben webinar. This time, we'll be diving deep into ServiceNow's new build agents. But before we get started, a little bit of housekeeping. This session is being recorded, and it will be shared with you in our follow-up email, which you should get about two days after, the session, so probably on Monday. And, this session is on listen only mode, so you will notice that you can't come off mute and you can't come on camera, but you can engage with us in the chat. So please feel free to use that throughout the session to engage with myself and also with our speakers for today. And there will be time for a q and a at the end. We will be taking questions, and we'll try and answer as many as possible. So if you would like to submit questions throughout the session, you can do so by going to the q and a tab and submitting your question there. So just to give you some more background on Now Ben, the team and I have been monitoring the tech ecosystem for a while now to see where the hotspots are. And, of course, ServiceNow is an ecosystem that we've been watching for a very long time. We've seen a lot of people that have switched from the Salesforce ecosystem to the ServiceNow ecosystem, so we're really excited to enter into this new space given all the innovation on the platform as well as also the the growth that we're seeing as well. We're really key keen to support you with great content that essentially tells you what's going on in the world of ServiceNow. And we want to cover at a higher level what acquisitions ServiceNow are making, the direction of the business, and also dive into some of the more technical aspects as well. And we love to bring thought leaders from the ServiceNow community to be a part of that conversation, sharing best practices and tips and how you can ultimately advance your career on the ServiceNow platform. And, obviously, this webinar forms a part of that picture and is a taste of something new that we hope to continue doing at NowBen. So we really do appreciate you all showing up and spending your time with us today. So we've been launched for a couple of months now, actually, and we have a newsletter where you can sign up to receive all of the ServiceNow news direct to your inbox. So if you're curious to hear more about what's going on in the ecosystem and hear from other leaders, then do sign up via the link in the chat now. Amazing. But, obviously, today, we will be covering what Service build agent is and the different use cases along with how it can be used in real projects. And, of course, we will be sharing the tips and best practices for writing prompts so that you can get the most out of this tool before rounding off with a demo. And I'm super pleased to introduce our speakers for today's session. We've got doctor Atul Grover, platform owner, and Hardeet Singh, ServiceNow technical architect, if you'd like to join the stage. Hi, Hardeet. Hi, Samuel. Hi, Athol. Amazing. Thank you both for, being here and for sharing your expertise with us today. I'm looking forward to seeing what we're gonna cover over the next hour. But, without further ado, over to you. Okay. So as a slide showing that speakers, it's myself, doctor Atul Grover, and my friend Hardeep Singh. So let me introduce myself. Hi, everyone. My name is doctor Atul Grover. I'm working as a platform owner. Come, ServiceNow business process consultant with Advanced Solution based out in UK. In ServiceNow, it's, I can say I completed a decade now starting as a business analyst, moving to the business process consultant, and now moving to the platform owner perspective as well. Everybody know that I'm a passionate YouTuber. I get a lot of content on the YouTubes for the service perspective. I am a service service trainer as well. So a lot of things in the bucket, and recently, I completed my doctorate. So I'm happy to proud and write doctor in front of my name as well. Over to you, Hardit, now. Thank you, Atul, and thanks, Saima, for inviting us, for this build agents. My name is Hardit Singh, and, I'm working as a technical architect in UI in one of the big four organizations. And I have an overall experience of fourteen and a half years and eleven years in ServiceNow. And I've worked across multiple modules of ServiceNow, started my journey as a developer, and then I slowly moved as a solution consultant, technical architect, and this is how my journey has been. And I'm very, a curious person. I'd like to learn new things, and ServiceNow comes up with new things almost every day. So we have to be on our toes, kind of every day. So that's what we are here today for, and that's why, build agents are here. And I'm also a YouTuber like Atul, and, I'm also, kind of doing training as well, Atul, like you, in my organization as well. So recently, nice. I did one agent TKI training as well. And that's pretty much from my side. Thank And and I think, Hardi, trainings and kind of sharing knowledge is the best way if you want to be learn. more in in the ecosystem. And we both have to apply the same thing, train the people, and we're building our own portfolio as well. 100% right. Right. Okay. So let's start the session, Hardi. What do you think? Yes. Yeah. Let's do it. Okay. I'll share my screen. Just a second. Definitely. Definitely. Yes. Just don't, just question what is don't think that I'm seeing this side because I'm using my second screen. My camera is there, and I'm using my second screen. So that's what it's look like. That side. Okay. Okay. So question not for you, Hardi. Question for the audience. I'll send out the audience to the friends now. How many of you have participated in the build agent challenge, which was just completed approximately ten days back? You can put your chat you can put your reply in the chat window. Yes? No? I want, to know that, if you participated, did you fill in the form which came after to get your goodies as well? Oh, come on. I I did not get till now. If you if you have? any link yep. If you have any link, please share with me. I do not get any any. link on. this one. Okay. Yeah. So our friend saying, Mohammed says, Miguel says, Kathy, Avira, and Mohammed Ansari says, yes. They participated, but they say no because few of them did not get the email from ServiceNow. So let's let's catch hold, Hadid, after this call and get that link because I'm also waiting for that thought back to be specific. Okay. So, Right. Hardeep, Definitely. this has been clear yet. Yes. A lot of people have participated. Now the question come that what is build agent? I know that in this webinar, we are not here to share a kind of a theoretical perspective because I'm a process consultant, and my friend, Hardeep, is a pure technical consultant. And when the business and technical guys meet, they always fight, I can say. But this is not the fight. This is going to be collaboration as well at point of time. So build agent is an AI agent, I can say, subset of the ServiceNow IDE. Because if you know, if you remember that initially, approximately three to four years back, ServiceNow introduced AI, AI search, Gen AI analysis, and now it's coming to the build agent as well. This is a kind of a module. This is kind of a product which work on the normal English language. If you write English words, you write sentences, it will help you to build a end to end scope application. Don't worry. We have another question on this particular partner. Now, Hadid, I want to be here from your perspective as well. And when we say that it just it it create the application, it's not like that. It will be go beyond that as well. It will create your tables. It will put the logics. It will build the UI. When I say UI means even though dashboards, portal, UI pages, everything it can create for you and also architecture as well. So if you ask me that what is a build agent for that one, build agent is just like my work done. So build agent can build your application before the two minutes, Maggie, as well. That's what I I quote on the build in perspective. What is your best code, Adi, on this particular part? What do you think? What is build in for you? I think like you said, I would say it's an assistant for all the all the creators, all the pro developers, or all the citizen developers who even do not scripting. Right? They can actually go and create an app for themselves by just writing English prompts. So for example, if there is someone, nontechnical, they haven't done any JavaScript or anything, Yep. they need an assistant to create an application in ServiceNow. That's build agent. Correct. Correct. And I guess mom also say that it is great, but, sir, let's say, I did not do because build agent did not give me working application. I know sometime it's getting a problem as well, but at least the time you spend to build this application for a month, the base will be ready in a few minutes only. Let's go to next slide. Right. Okay. So we edit this slide just so we understand that why the build agent come into the picture. I'm sure that there are a lot of people or the friends who participating in this session and, along with you, Hardeep, and me, we are using ServiceNow from the era when it was UI 15 and the 16 was the famous. That you have a star for making your favorites, go there for the impersonation. Too too much. A good one. Right. Yep. And that time, if I ask you to create an application, how much time you will take? Yeah. It would be days, actually. Days or might be a month. And. how much. manual work you have to be do? Means you have to get the tables as well. You have to be do the logics, business tool, client scripts, UI policies, everything you have to be do by yourself only. So what we have done, we segregated a journey in the three sections. First, that you can see end to end manual. Means from starting to the table creation till deployment, everything a user, a engineer need to be go, build, package it, and deploy it. Second, we done the semi automation. It means at this stage of time, ServiceNow provides some useful topics, useful modules, useful products to us, which can reduce my efforts and give something automation in the background. And third one, that is called the full automation. Now before we go to next slide, let me ask you you don't answer because you know the slides as well. Let's come to our friends here on on the chat window. What do you think that what are the pinpoints in end to end building an application from manual perspective? Anybody can give you answer because I know there's a developers, pro developers, citizen developers as well. What do you think that what are the pin areas if I ask you to build a app from manually from end to end. Let's give a second, then we pick up our points. By the way, I'm not able to see the answers because I'm sharing. Okay. Okay. Relationship of tables and field, definitely, yes. It's a big challenge because you have to create the tables. You have to be understand that do you need to be extend the table? Should we create a new table? Okay. Before we say pinpoint, what are the components in the app? Definitely. Yes. It do totally depends. Time consuming, lot of errors. 100% agree, Manalas, on this part because error is something which is habit of a human being. Now let's come to the next slide, Hardeep. Let's see. Okay. If we have to build the end to end application, a manual application, then number one, we have to be create the main table manually. Means go to the tables, click the name, module selection, then you have to put the fields, a field, name, address, date of birth, gender, email address, their data types, all things will be there. Second, the critical part is interface. Might be it's a form designing, might be it's a, it's a portal designing, might be it's a UI pages designing. Everything specifically portal and UI pages, which require a lot of lot of coding. A single dot, a single chroma chroma will make it worse. Third and important point, you have to be write the ATF test cases manually. And fourth is the ACL, and last is a documentation. And these are not only pinpoints. Might be in your career, in your experience, in your building work, custom application building. You have more pinpoints. Now let's take what people are saying. Your experience is definitely less time consuming and transforming a requirement into a technical roles and security, a 100% UI interface generation, 100% also building complex business logic. So these are the few, I can say, paint notification and keep pick up the right thing and we forget. That notification also need to be done because notification, even SLA need to be done. Okay. Let's see next slide. Adi, what do you bring in the next slide now? Okay. So, we'll take on the pinpoints when semi automation came in and, you know, flow designers were introduced, the scripting, and the GenAI. So ServiceNow came up with GenAI, and, you know, they helped us in summarizing a ticket. They helped us in creating the next steps of flow designer. And when you write a prompt even. Right? So when you write a prompt for flow designer, the flow designer automatically creates a structure. Right? But within that, the logic and everything you would have to write. Even it recommends you the next step, but, again, it's a dummy thing, and you would have to, again, configure your own logic in there. And now, the scripting part also, you actually go and write a script, but it's just for a small purpose. You know, you. if you write a business school, you have to think through where should I go and write the business school, what it should do, what the kind of prompt, and all. But all these things are really great. But, again, these are just semi automation. You are just solving a piece in the puzzle. 100%. Anything. you want to add, Atul? Definitely. So let's let's ask to our pro developers or the code developers or the citizen developers. What do you think that after seeing, like, Okay. Gen AI flow designers come into the picture, how much time it's safe for you? Do you do you think that it is actually good for you as a developer to be think to be start using it? Or you're saying, no. No. No. I'm still happy with the manual. Let's take it out this half portion as well. Might be Ankit, think, they won't. be Sorry. Go ahead. yeah. Okay. What what do you think, Hardeep? That Gen AI flow designers let's take it out of flow designer. What do you think, that? actually, helping the developers, I would say, you know, obviously, they are saving their time. But in the end, as a developer, you have to think through what should be in the flow designer. You need some data from the client. You need some, data from the stakeholders, and then you have to actually convert that into a flow designer. Even if you write a prompt to a flow designer, it will just create a structure for you, and that's it. You will have to spend time. I think great addition, but I think it's time to move to the future now. Okay. So Mohammed and Sais say it's great tool and happy to use that for building apps to get starting point later can be enhanced 100%. I'm not sure that you're talking about flow designer or you're talking about, build agent in a in a one go. But, yes, flow designer is one of the key, I can say, and come bringing the Gen AI is also important. Now what do you bring in the fully automation, Hardis? Right. So ServiceNow recently now came up with build agents. We participated in this challenge also. And now we can actually go ahead and create a custom map from scratch by just writing a prompt, a plain English prompt, even a one liner prompt creates a custom app for you. just helps you building all the service portals, all your dashboards, even the documentation which we developers hate a lot. So it helps you write that documentation, build ATS use cases, ACLs, notifications. You say it will create end to end each and everything for your custom app. 100. And the best part is, it's not limited to you just give one prompt. It goes ahead and create an app. It's not limited to that. You can actually chat with that. Like, you are chatting with a chatbot, and then you want to make some edits, you want to add more tables, you want to create ATFs, it will do each and everything, whatever you type in the next time. 100%. So it. doesn't stop there just at one prompt. And the best part for developers is, like, you know, in this, you can go and tell or you can ask the build agent to solve a bug in your business rule. You can. ask it to fix many things that it you can ask it to diagnose your, application, your scripting, your business rules, the flows, and everything. So I think build agent is not limited to create a custom app, but it helps you doing each and everything, what you are doing actually in your daily life as a developer. One downside right now is, to build agent is it's not available for global apps. We know why it's difficult to be in global app while you are in custom. So it supports only custom apps as of now. Yes. Please. go ahead, Atul. Okay. Sorry. I I noticed two things from your perspective. Number one, you say that even though you can write one liner prompt, Hold your, hold a little bit more time, guys. I have a full fledged slide where we can do where we are going to be discussed that what this one liner prompt called here. Okay. And. second, we know that it is just initial stage of the build agent. It's not a fully mature, so don't start criticizing it. If you want to criticize, criticize in a positive manner so that we ServiceNow, can improve this one. Don't say it's very bad. It's good. Ask people like me. feeds. Exactly. Ask people like me what the business process business processes, guys. We even don't know how to write a Java code. But if I am using this build agent, I can do a lot of things. And one more thing, let let bring a question to the audience, Hardeep. Before the build agent, how many challenge ServiceNow launched till now in the last few years? What do you think? Four, five, six. How many challenges ServiceNow done? Can can you can anybody can give the name as well? So it says three. Including the build agent? No? I just include the bill agent. Yep. Include the bill agent. Sir, then your answer is wrong. Come on, guys. Let because if you notice all these challenges are kind of a journey to bring the build into the picture. I'm I'm sure, Hadid, now you're now you're fine getting my point that from where we are we thinking. So starting with opinion studio, then bring the RP on the picture, then we bring the creator studio, and now we bring the build agent. Will lead gen. Right? from start starting from the normal application, bringing the automation, the picture with the RPA, then adding additional of the catalog items, auto catalog item. And finally, we have done on the build agent perspective. So the purpose that it is not just ServiceNow come and say, okay. Now build agent. It is a long journey which we, as a kind of a normal user, are not able to understand. But now if you see in the background, you can see, yes, a lot of things have been done in the parallel in the background, and now we're in the right place at this particular point. Go ahead, Hardi. I'll not stop you now. Right. Right. Now the thing is, like, we if we talk about the journey, you know, ServiceNow came with predictive intelligence in 02/1819 Yes. AI search and all these things, then came the RPA, then we came to generative AI, then we came to AI agents and all these. So it's not a one day job or even a one year job. It's all a process. And I think ServiceNow has a vision, and. they're following that vision, I think, very accurately. Everything is brought to the market at the right time at the right place, 100%. and that's why they are the market leaders right now. Right. And and just to be add, guys, we are not putting any kind of a sales pitch. It is just our experience we're sharing, our thoughts we're sharing working. So so don't take any kind of financial disease decision based on this. because we are just here to share our our knowledge, our experience with the community here. Go. ahead, Hardeep. Okay. So, prerequisites. So you should be on Yokohama patch eight or Zurich patch two. Atul told me Zurich patch one is not supported. Okay? Support it. Right. So, so you should be either on these two versions of ServiceNow, and you should have a build agent, obviously, on your ServiceNow system. And if not, you can go ahead and actually download it from your now assist admin, console. And then you should actually go ahead and build a workspace before you build a custom app or use a build extension. Correct. 100%. So these are. your prerequisites. Yep. Now, so, you know, when we were thinking about a use case, we were getting lot of things, you know, what people have done, what I have done, what, Atul has done during that challenge. We were thinking of parking app and all. But now Ben and Saima have been very, kind to us, and so we thought we can help them out by building an app for them. So this is the use case which I have written. As of now, when admin, I want to create an app on ServiceNow so that I can keep track of my upcoming webinars, speakers, schedule, and attendees. So we will be creating a custom app for them, and let's see if they like it or not. And I will now move the demo. Yeah. Yeah. So in in the meantime, definitely, Ankit, you say the right thing that updating the plugins as well because sometime it did not work 100% if you need to be, and you need to update the plugins on on this particular part. And and, see, this is this is what the purpose of having this session together so that we also learn from your understanding, from your experience. It's not that we are expert here. We all are learning at point of time, and we want to be learn from yourself. Yes. What do you bring now, Right. Hardeep? So now, when you have to build a custom app, you have to use IDE. Okay? And, obviously, then we'll go to ServiceNow IDE integrated development environment where you actually go ahead and build your own apps. Here you actually ServiceNow introduced IDE, SDK, and all. If you want more knowledge on that, please go to the ServiceNow documentation, or you can connect with us on LinkedIn, and we can let you know more things on that. But back to build agents. So you have to create a workspace. Right? Now do sorry. Sorry. Sorry. Sorry. I I have a question. I have a question. Sorry. What is the purpose of creating the workspace? Might be question to you or might be question to the community people or or our friends who are in the in the session now. Why we need a workspace? Is it like a must? Because I remember that in my in my initial career of, IT, I work as a developer, and I I was using Eclipse. There was a blue color icon around shape. So they were that was the only time when I used approximately, We have this icon here. and yep. 10/20. Yep. Something's. a little yes. Something's a little yeah. So so anybody can tell the right answer that why we need a workspace before you cater application here. We'll wait for answers. yes. Let Yeah. let's go and be late for the answer in the meantime. Okay. Okay. Great. So. I have already created a workspace that was for the, challenge, but I'll go ahead and create a new workspace. And maybe I will name it as now then, workspace. And I'll press enter, and I will give a description to this workspace. And maybe I can say, Yep. app for managing the webinars. Okay. So I have created a new custom app. It just took less than a second. And now we are into this workspace now. And here you have an option to create an app. You have option to open an existing app and then clone git repo. So on my right hand side, you would see on the right hand of the screen, actually, sorry, you would see welcome to build agent. So this is by default activated here. Okay? So. you don't have to do anything. If you are on the versions Yokohama or Zurich task two, you would already see them. Another way to use directly these build agencies, when you go to developer.servicenow.com, you log in. You can just type your prompt here, and it will actually take you to the screen automatically as well. So these are the two options. Now here you would see some prompts which are have been given by ServiceNow as an example. You see create a new asset tracking app. So you see just a one liner app, one liner, prompt, and this is how you can actually create an app from scratch. So our goal is to create an app for Saima to manage her webinars. So we will just be more descriptive and kind to her. Okay. So we'll say create a custom app. Maybe, guys, if you have any ideas, just type in the chat. Atul, please help me with. that if someone types a prompt, I'll I'll should be added? put definitely. Yep. Okay. So, please be free to pitch your ideas as well. So create a custom app to manage webinars and podcasts Yep. And and in the meantime, that Hardit is writing the prompt. So what we are doing, we are writing kind of a user story here. And if you add more detail, like as a this, I want this so that this can be done, consider your application is going to be very good. And, Hardeep, we got the answer that why the workspace is needed. So let's complete this prompt, and in the meantime, system. will do their work. We will do our, chat as well. Okay. Similar to what yes. 100%, Mohammed, that's that's what the point that more accurate you write the prompt, more accurate the application will be built. So as I said, that hold for hold for some more time. I have few things in the last slides, which we discussed about the power of prompting as well. It's look quite easy, but it's not. Okay. Okay. So my prompt is ready. I just, wrote a plain English prompt. Maybe, you know, Right. next time, I will take Saima to home, Right? And get her right up front. and yep. And one and one more thing might be, if you put some spelling mistakes, let's see what it do. Okay. Yeah. Yep. Let's maybe podcast. one one tip for you, if you just see whether writing the prompt, if you pull your cursor a little bit here, the window will be more, bigger. Which one? not the the line which we have on on this one. Oh, this. one. Yeah. Yes. Oh, yeah. Pull. it. Right. Right. Correct. See? Yeah. Yep. Okay. So in the meantime, Prinad said that I tried creating an app to learn UI builder and workspaces with definition, steps, and documentation along with the learning resources. That's nice. Something new. Specifying. the requirement of the app will be help building the app as accurately as required. 100% sub pricing. Kati said, do we have any bandwidth as in how many lines of the prompt should be and how many characters? There's a no limit for this. And you will not believe I write 4,000 words, and it worked for me. I write it in my word file, go to chat g p t little bit, reframe it, and put it there. It's still working for the particular part. Hardeet, Okay. over to you. Yeah. So I will just press this arrow button now. And now the all the process behind the scenes, this build agent is processing this, prompt now, and it will try to create a custom app. I think before that, it will ask me a few questions, you know. Yes. So it's asking me it's trying to build a new custom app now, and it's saying, the name would be event management hub. So I can approve it or maybe reject it. Is go spelling and approve? sorry? Is the spelling spelling mistake corrected in the next prompt? Which you put the wrong spelling. podcast. Yeah. It did. actually. Nice. So you guys see this was corrected. Yep. And I gave the incorrect spelling here. Good. Pretty smart. So, usually, it takes ten to fifteen minutes to create an app because it, I think, depends on the prompt which you have given the kind of complex complexity of your app as well. When I was building my parking app, it took hardly five minutes. But when I was trying a similar, scenario here, it took me fifteen minutes. So it's still running. Meanwhile, Alright. it's running. Actually, I have also created an this app on a different ServiceNow instance as well. But, Yep. can we go back to the answer for the workspace, 100%. Atul? Yes. So the first answer given by Mego sorry. Mohammed Ansari is that it is a kind of a container for that app. Okay? Setup is sales workspace is to connect everyone together while being sorry. Being able to do their task efficiently. Okay. So in short, we can say, like, it is kind of a container with all the artificial. We could also say the same thing that is a container which contain all the artifacts, and Ankit say we create a workspace to bring all task data tools into a single wow. Nice word. Contextual view of users where you can see everything together in a one place. Similar to the what we put in the yeah. So these four answers are there, and, definitely, I echo with the word container. But you are my technical friend. What do you think, Hardi? I think, if you think of custom apps, right, custom apps, why do we have custom apps to stay away from the global apps? Right? And that's why we have container so you can build your own custom app, keep your own work under one roof, under one container, and. so that nothing else, you know, disturbs those, whatever is in that container. Continue. Right? Right. Right. Right. Okay. So now now what's going on in this, Huddl? Yeah. So I think it's, running pretty quickly. So I'll just take you through what really happened. It created an app, actually, Yep. and then it said, you know, it's creating the table. So it automatically found out which, table should be created, the events table registration, user speaker. management table. Okay? And it's create it has created the rules, forms for registration, Wow. and business rules for registration logic. So it's doing that. So this is for the creation of table, and then we have these things, Right. for be we we. can request Saima to become in the picture now and show his her face that how happy he is she is by seeing this app is going to build now for her. Good. Might be we'll we'll invite her soon. Yep. Sima is there. So, Sima, what do you think that this app is getting ready? How much efforts it will reduce from your perspective? Good. Quite a bit, to be honest. This would be very, very helpful. Meanwhile, it's asking me to deploy. Are you sure you want to deploy this? And I approve that. Wow. So, again, to to the, to our friends in the in the audience perspective, in the agent sorry. In the builder agent, it will ask on the major steps that do you want to continue with this? Might be you want to just build, but not to the deploy. And, also, sometime, if you want to deploy manually, you can see a blue color box here where how did you put all your cursor here? You can click on the build. and deploy as well. Yep. Manually, you can also do. Yes. So I'm excited. that what it will build for us now. And it's pretty quick now, not fifteen minutes. Wow. It took, actually, less time. You know? So if I have another service now instance open here on the right hand side, it took fifteen minutes there, but it took now, actually, five minutes here. might we take help from that instance as well? Yeah. Maybe. Yeah. So it's learning there. So, Okay. you know, it says that what we built. Okay. One more thing is, I'll show you in my another ServiceNow instance. First, let's see here what it has built. It has built an event table, and it built all of these columns itself. We didn't do anything. It created this registration table. Again, nothing. It created these roles and ACLs. So you can see. Right? Even the event admin will have a different type of role, different type of permissions, even the manager, even manager, even speakers and attendees. Right? So it has created a separate role for all of the type of users. And then. it has also built some business logic. Okay. The register for the registrations. And then it has also built some sample data for your testing as well. Okay. And it has listed down some key features. So that documentation which all of our developers hate, I think it's here. You can enhance it by giving more prompts. Yes. So speakers can register, and attendance can register for webinars and podcast, automatic capacity management, registration deadline, real time validation with helpful error messages, role based access control, and status tracking. So you see everything was created within, I think, less than five minutes. Right? So we. didn't have to go to our backup ServiceNow instance. And this and it also gave me the URL to the list of tables which it has created. Right? So if I even, you know, I can copy this URL and actually go and open this, which I will show you in a second. But if I take you to my another ServiceNow instance, you know, what really happened here is if I scroll up one important thing. Okay? So here, you know, what it, it did? When it was, creating this app, it ran into an error, actually. And it and it did not even ask me, do you want to run the diagnostics or not? It automatically ran the diagnostics, and it says, I see the issue in boolean fields. Need to use boolean fields, not string values. Let me fix this in records. Wow. So we did not even ask, the build agent, was there any error or not? It ran a diagnostic. It found an error. It fixed that error automatically. And then, again, it ran the diagnostic. Again, there was an error. Again, it fixed it. And, finally, our app was. deployed, actually. So so now I deploying calls, there was an error, by the way. yeah. So it asked me, do you want to try again? so I have a question, Hardeep. Now let's see if this thing need to be done manually. How much time you will spend? And especially when debugging come on the picture. I think when, you are debugging, right, it could depend on a developer, depends on the urgency. But it if it's not urgent, usually, it take two two days to find my god. all these errors to deploy this app at least because if they should work end to end, right, as an app. So it will take, I think, one to two days to fix this, but it did automatically. Right? Yep. That's that's nice. Let's go and see what what it build. Either of the app. either. of the prompt, you can pick this open. Right. Okay. I think, we'll, what I will do is I will go back to the ServiceNow instance. I will go to tables, Yep. and I will go to definitions. And let's see the tables. Right? Yep. And see you're way, getting created a custom app also. yeah. Right? And you're you're is a message on the top as soon as you. log in there. Yes. So, yeah, these are the tables which got created. So these two, even registration events. So we'll just go and see if there is any data which it claims it has created. So I will click on show list. Oh, I think. it might have created in the other table. So these are all the columns it created. yep. Might be just. add add one more prompt, create a dummy data for this one. It will. create for, you. actually. It said that. Cool. So it Oh. so yeah. So here is the, event. It created two webinars, and it created one podcast. And if you go into one of them, one of the podcast, and you see the form So the form is not like, you know, when you go and create a table in ServiceNow and it brings all the fields here and there, you will have to go and settle down the form. I think it looks pretty well. You don't have to actually realign that as well. And and how cool is that? The title is at the top by default. Right? And it should be there. Yes. And, the deadline and I think all the fields are even placed at the correct, places. Right? So right. And. and, it and it's all of, the naming guess. proper naming convention as well. If you see that the field name like a camel format or, like, a lowercase, Correct. uppercase, Yeah. it it's all the right. things. Right. So I think this build, everything correctly. And, obviously, if you want to go ahead and, you don't do some more things, you know, you can go back to the, again, to this build agent and write that. You know, for example, I want to build a record producer. Let's see if it works. Okay? I haven't tried. this one. Okay? I want to build a record producer to allow people to register for the events or maybe upcoming events. Yep. So Okay. Let's just. write it. Yep. Okay. So in the meantime, Salma put a question, how many maximum number of prompts does it supported? Salma, did there two things? If you're talking from the usage perspective from the PDA, as of now, ServiceNow just support the 10. But if you download this from the store on your client side, I guess, then it is at 25. But if you say that you have a proper license available, I guess then you can use as many as prompt there. This is what then you have to pay. Yep. a token. Then you then you have to pay. Yep. This one. Good. Okay. Let let's come to some interface. And this is this is a black box for me. Yes. Actually, I should have, asked you to create a portal as well. Right? Okay. No worries. it yep. Let's see how many links it give. Any interface it give, dashboard kind of things. I did it create. Let me check. Yep. And, also, one didn't thing. If if you go to the app in your studio, you can see this app there as well. right. Right. So. it means. you can. see the interfaces from that that perspective as well. So even if you go into App Engine Studio or you go into ServiceNow Studio, you would be able to see. your app because, It, is. Right. it's a custom app. Right? Even. in your creator studio as well. 100%. Yeah. This is what I I was missed out. Creator studio. Right? So if I go here, I have my other apps here. Because I guess the build is going on as of now. That can be the reason. But. it shows. something. I think even management. Right? This is. the one. Yep. So if. you want to. debug can. Right. wow. Experiences. Yeah. We can see it has only built a form. That's it. Oh, Yeah. no problem. I deleted. we might have to give, be more specific what kind of things we. need. And, Yep. actually, I asked it when I was building a parking app. It I asked it to build a portal for me and it did actually. And people were. actually asking for building a dashboard. It automatically automatically created the dashboards and the reports and everything. Correct. So Correct. pretty cool. So so so might be in the meantime, we can ask to a friend that what app you build in the last challenge. Yeah. I build a funeral app. I know it's not. a, good topic, but pretty serious. Yeah. it's pretty serious topic. Right? Yeah. So how did build build the parking? What about you, Salma, Abiram, Mohammed, Ankit? I build daily tracker. That's nice. What what what does daily tracker means? To see your workouts things or do you want to be should do your works kind of thing will be there, Salma? Might be Ankit, Abira. We we we want to be all the use cases, what you guys build it. Could be anything. Yeah. Your tell your personal work, maybe. your be your workhouse. work. Yes. Office for definitely. Yes. Task. based on priority and notification. That's nice. Good. Nice. Okay. PIP. app manager manager for employee. Oh my god. Abia, that's, again, the sad part. That's nice. Okay. Okay. So where we have our our app now, Adi? I think it's creating it, and I think and it will create that, but we can move on to our next slide, I. guess. We can we can do. I build dashboard to track project milestones for my own use. That is nice. And to be to be one more thing, I also build a app for myself because as you know that I'm a service now trainer, so I have to be create content, attendance, everything. So I build app for me, and I I'm using it. Okay. What is next layer you bring, Harish? Okay. Okay. So this is what we put a question that okay, man. Not this one. Now the question come, do you think that build agent only to build custom map? What do you think? Either yes or no? What do you think? Do you think build agent is only to build custom map? Kathy says yes. The questions is only. Only yes. Only is only. is important have made here. it involved. Yep. And might be capsized. So learning from from everybody's okay. Abida. say yes, shall say yes, Kathy say yes. Hadith, what do you think? I know the answer. Come on. If you ask me? nobody say no. Come on. Yeah. You should say no, guys. Yes. Because I think it is not only for the build custom apps only. I tried to build the demo data as well for incident management. I tried to build little bit on the 80 of test cases as well, definitely. Giving a x a scenario in the background edit lead for me. What do you think, Hardeep? Correct. Yeah. I think, definitely. Even if you are having and getting an error in in your script, you can ask it to resolve that. Yep. So so it is use case. Right? yes. So it is not only that we can able to only build the custom app, but if you want, you can build kind of a demo data kind of stuff or other things with the help of this particular part. Okay. Come on. We just have fifteen minutes left in the bucket. Let's go to next slide now. Okay. Yeah. Okay. So this is my slides, so I would do take a few more minutes here. The lifeline of this build agent is a prompt, which Hadid was saying since beginning that you can lie write a one liner prompt just in normal English. What do you word what do you mean by the word prompt is something which means that you write a kind of instructions and it bring it for you. It build it something for you. This is what the prompt says. Let's see. Do we have any other text available on this slide? No. Wow. Yes. Yes. Yes. I I added something surprised for you as well, Hardi. Don't worry. Yeah. This is me. Okay. Okay? So two things is important here because writing a prompt is art, and using that art, building application is ServiceNow work. My work as a user, your work as a user, either your technical business, your developer, pro citizen, any kind of a developer, if we are not able to write a good prompt, we are not able to achieve what we want to be achieved. So here the concept called the prompt engineering. What is prompt engineering means here specifically? Because I added two concepts here. One is the prompt engineering means shape the model behavior of each task that on this form, I want to be add these these these validations. On this place, I want to be this column. I want to be add this color. This is something you're shaping the model with the proper behavior of each task. The outcome will be very precise, efficient, and you can control the responses. On the other side, that is called the context engineering. Give the model the right environment to think in. I want to build a app for the parking management, but I'm a give you example of the blood donation. Do you think that it can build it? Because in the business analyst world, there's a concept called the BACCM, which means whatever you're talking, whatever you're discussing with your customer should be in that context. If you're giving a workshop or building a solution of the CSM, then you should consider the CSM example not to bring anything from the IT system perspective. And in this context engineering, the outcome will be consistent, predict predictable because you know that what type of environment you are giving to the system, and then it will give the results. And on the top, if you see, we mentioned good ATF, it means a good testing. Same thing, good prompt, it means a good output here. Let's bring the next slide, Hardeep. A quick part here. So I tried to be formed something on the prompting because Hardeep was saying one liner prompt that is called the zero shot learning, where you just give one task or you just give a task to the system without giving an example. Like, I want to be know what is the meaning of the good morning. That is a one line or the this is a short training. One shot means where you give some example of the system because I see on the LinkedIn someone say, I created a app as similar this particular app, which means this is what? Giving example. So I give the system that hi, call hola. Can you translate good night in the French, in the Spanish? So that system can understand, okay, you're talking about the language kind of a translation will be there. Then few shot. Give some more examples so that system can understand with the multiple examples that cat is animal, rose is a flower, car is a vehicle. Now laptop is device. So that system can understand. So, mainly, these these things come when we go for the aptitude test. Then chain of thought. Very much important. This is what we were doing, now. A step by step reasoning where Adi says build a webinar app where I can schedule, where I can set up, I can send the reminders, I can see the webinars. That is what call the step by step. If Sam has a five apples, buy three more. How many is the total? So we are giving a step by step reasoning so that system should go and think and then build it. And then next is called iterative prompting. We miss out to add a record producer. Let's add it. We miss out to create a, what I can say, portal. Let's add it. We miss out to create a dashboard. Let's add it. Getting the output, improving it with more prompts, and the prompts can be, again, this one, zero shot, one shot, multiple shots as well. Then negative prompt. I don't want in my model, everything should be negative. It's always a positive. Happy faces, I want to be sure. Write the story about space without mentioning aliens. You need to be saying no to me without saying or without using the word no. Sorry. I'm busy. It's a no. Instead of saying, hey. No. I can't help you. Then the hybrid prompting. When you combine these many in a one go, combine multiple prompts method for the better results. Build a dashboard. Build a service portal like a EC, employee center portal where I can see my schedule, where I can see my work as well. And the last is a prompt chaining. This is to a different iterative where you improve it, and it's a chain of thought. It is a prompt chaining. Means prompt, break the task into smaller prompts where output of one become the input of next. If user submit a form, trigger this workflow. If workflow is passed, go for the ATF. If ATF is passed, deploy it. It means you are giving a prompt of chain in a go to the system. So whenever you are defining your prompts, when you're defining your build agent, make sure you write a very good prompt by using this thing. And this is kind of a very limited format what I told you now. Might be if you want, you can explore more on that perspective that what is the art. I when when I was building my app, I used the framework called the Risen, r I s e n. This is kind of a, I can say requirement, information, specification kind of things is have five words. Basically, I've measured the, this thing. So by using that so it says, I as sorry. R stands for rule. I as a user information, what you want instructions, what you want to give, specification, r r I s e, execution plan, and n is the number. So that it will build the case. It will build the application for you in that sequence. And that is what Adit was saying in the beginning. One line of prompt, but the power of prompt is very much important here. If you write bad prompt, your application still be built still be built, but it will not give you as expected results. So either your prompt is wrong, either your context is wrong. So you have to be reworked on that particular part and come back on the context engineering or the prompt engineering on this particular part. What your thoughts, my technical friend? I think, as a technical person, I'll go to chat GPT and ask you to write a prompt. But jokes apart, I would actually you know, as a technical person, I would when I am giving my thoughts, to this prom to this build agent, I would take in account couple of things. Like, what what are the key requirements of these users, the stakeholders? What are the functionalities I want to build? What kind of, biz technical objects I want to build, like, maybe the flow designers, the business rules, or. anything. I would actually mention all of that if the prompt is long. I think, if you are writing in detail, the prompt would obviously be wrong, very, very long. And, I think that would be kind of a few short learning, I believe. Yep. No. Correct? No. Definitely. Definitely. So. instead of I learned that we should more focus on the app building. We should focus in the beginning that how to write a good prompt. Correct. Yes. Yeah. It's important. Prompt prompt writing? is important, very much important. Okay. One question came in the, in this chat, Hardeep, with from the sign, Krishna. What is the difference between app creation using the build agent and creating an app using the now assist custom application skill. Oh, too much. What do you think? I think now assist skill is for building AI agents. Right? You build a new skill and you actually, when you are, now assist skill is for, basically building a new skill in ServiceNow. For example, we have a skill to create a script. We have a skill to create flow designer. We have a skill to, resolve an incident. So now skill is focused only on one particular, functionality, you would say, or one, so for example, if I'm hiring Atul, so he has one skill of being a BA in ServiceNow. So that's his expertise. So when you are building an AI agent, it should have only one skill. Right? The, the more focused it is, the better the results would be. So that is where we use now as a skill. Yep. That's I what I believe you are asking. And build agents are for custom apps. for customer apps and build agent will do end to end application where the skill will just perform a kind of a small set of that particular area or a particular scope only. Right. Okay. I guess we have one more right? good. Like, Good. one. of the webinars I did with now when only was, like, AI agents. Right? They are like minions. Right? They will have a a specific skill. 1,000,000 is, you know, responsible for launching a rocket. 1,000,000 is responsible for architecting the rocket and so on. One is for planning the all the steel plan, what would be the Two. plan look like for stealing that moon. So one, skill is for one AI agent. Yep. I I I think I need to be get this movie name from you so that I can watch you. Got a very good idea. mean. I mean, It's Minion. it's moving over here. It's it's it's, like, in the sequence, like, one, two, three, or it's, like, only. one? Yeah. Yeah. Correct. Correct. It is like that. Yeah. Correct. I. I'll. I'll send you. Yeah. It's. Please. amazing. Yeah. And nice nice idea, I think. Okay. Now, also, another question put from Selma that how long will it take to actually implementing this for the business use case? Did any of you implement it for the customer or sorry. Customer or the business? If you ask me, Salma, from the building perspective, I guess this is still not open for all the customer. Might be few customers to be open. Technically, I did not work on that side. I am just using this build agent on my PDA just to read to do little bit troubleshooting and see that how the prompts engineering work here so that I can get a a little bit more good perspective on that particular part. it's it's an, it's an amazing question brought up by Salma, actually. You know, ultimately, why we are bringing up these new things, why we are bringing these new functionalities, It's to resolve a business case. Right? Excuse I understand, it's it's new thing. It's a new thing. It will, I think, maybe require more iterations until we have a stable product. It's already very, very stable, to be frank, in the first version only. But I think the kind of requirements which we get from the clients. Right? So, for example, they want to build an app to, actually, track the firewall policies in your organization. Right? So when you go ahead and type a prompt, it will create a baseline for you. It will, in the first shot, it will not actually maybe do everything as expected you wanted. But if you give a great prompt, obviously, it will do. And then it depends on the now LLM's knowledge as well. Secondly, I would say, even if you are doing some manual development in that, you are creating some manual flows. Build agents would help you in creating them more efficiently. If you are having any issues or anything, it can help you resolve those issues. But to answer your questions, it's still, I. I haven't used, with any customer, but I think nobody has used it. It's pretty new. But I think, starting 2026, we would see actually people using this. That's. what I feel. And and and might be in in the next year knowledge, they'll learn something more, and we can see more practical demos, man. there. as well. Yep. Right. Okay. Let's go to next slide. Okay. Last question oh, one more question. Sorry, Akram. With license two, there will be limit on the prompts, I believe. Maybe max number. It would. be. Yes. So prompts are actually called tokens in ServiceNow. That's what is it's in agentic AI and generative AI, Right. and you have to pay per token. And, it doesn't mean if you are giving one prompt, it's one token, by the way. It could be depending on the result which you are getting. So, when it's in production, you have to take in account that to whom you are giving these access to and all. Again, may might be there might be a situation. Build agents might have a different license type, so contact your sales representatives. Yep. So I guess with this, we have done, and we're on the time now. Summer sorry. Simon, would you like to come on the stage think, now? right, I think. Go have. one one amazing, sorry about that. So one I have one amazing news for you guys that, you know, you might have seen that on LinkedIn and on news channels as well. That ServiceNow is collaborating with Figma. Did you see that? Yes. Yes. Yes. Right? So what are they actually doing? You know? So on Figma, what do you do? You actually go and create, what. what your application would be doing. You create. workflows and all. Right? UX. Everything is kind of, in a design format. So? when ServiceNow and Figma, they have already collaborated. But what's the game plan? Whatever you are building on Figma, whatever you have built on those, drawings, what paintings, and. whatever you did that in Figma, you will have an integration built up with ServiceNow and Figma to their MCP server, and ServiceNow will build a custom app out of that drawing, out of that, whatever, the rectangles, the, if and all. So you will be actually just creating that in a kind of a paint in Figma, and ServiceNow will create a custom app using build agents. So this is the future of build agents. It's just not limited to writing a prompt here only, but your stakeholders are actually, working on wireframes. They are working on these, PPTs and all in Figma. And then you can integrate with them and create custom apps using build agents. So this is the. next version of build agents, which is coming up now. So so might be next year a challenge is coming. Build agent with Figma now. I think. No? we we. service one will be doing thinking at par. Yeah. So so might be. it is it is a good news for me because I work a lot in the Figma, specifically Figma and the, Visio. So done. and test it from there to there. Right. Okay. So and I see there's no more question in the chat now. Over to you, Saima. Amazing. Thank you so much, Atul and Hardik. That was a fantastic session, and it was super, super engaging. It was really nice to see, everyone's thoughts and answers to the, to the polls. I hope you all, yeah, found this session super informative and helpful. We do have more Now Ben webinars coming up. We've got one more before the, end of the year, also with, Atul and, Ajay. yeah, and with Ajay as well. So if you are interested in that, it's going to be on ITOM. Please do, sign up. Otherwise, yeah, this session is, officially over. Thank you once again, Hardit and Atul, for your time. Thank you so much, you, everybody. everyone. Thanks, Emma. Yep. Bye, bye. Bye. bye. Bye. bye.