---
title: Explain SLA AI agent
description: This agent explains Service Level Agreement \(SLA\) details to the user based on the provided task number. It retrieves the matching SLA using timer configurations, along with SLA breakdown details, task SLA information, and an SLA timeline summary.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/plat-ai-explain-sla-ai-agent.html
release: australia
topic_type: reference
last_updated: "2026-08-14"
reading_time_minutes: 2
breadcrumb: [ServiceNow AI Platform AI agents, ServiceNow AI Platform, AI agents library, AI assets, Enable AI experiences]
---

# Explain SLA AI agent

This agent explains Service Level Agreement \(SLA\) details to the user based on the provided task number. It retrieves the matching SLA using timer configurations, along with SLA breakdown details, task SLA information, and an SLA timeline summary.

## Workflow

1.  Retrieve the SLA task record.
2.  Display a numbered list of questions the user can ask.
3.  Use the appropriate tools to retrieve the exact answer and communicate them to the user.
4.  Ask the user if they have other questions.
5.  Repeat until the user requests to end the conversation.

<table><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Allow third party to access this AI agent

</td><td>

When enabled, third-party AI agents can use this agent. This value is off \(false\) by default. This setting is defined in the AI Agent configs \[sn\_aia\_agent\_config\] table on the External discoverable field.

</td></tr><tr><td>

Allow AI specialists to access this AI agent

</td><td>

When enabled, AI specialists can use this agent. This value is off \(false\) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs \[sn\_aia\_agent\_config\] table on the Specialist enabled field.

</td></tr><tr><td>

Manage long-term memory

</td><td>

When enabled, all previous user interactions are used as context for the LLM. This value is off \(false\) by default. This setting is defined by the **sn\_aia.ltm.enable\_long\_term\_memory** system property. For more information, see [ServiceNow Otto AI agents reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/na-aia-reference.md).

</td></tr><tr><td>

Tools

</td><td>

-   **Flow actions**

Get Matching SLA

Get SLA Breakdown

Get SLA Timeline

Get Task SLA details


</td></tr><tr><td>

Allowed user roles The specific user roles that can access this AI agent.

</td><td>

sn\_uxc\_gen\_ai.sn\_aia\_sla\_explain

</td></tr><tr><td>

Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take.

</td><td>

itil

</td></tr><tr><td>

Triggers

</td><td>

Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/add-trigger-aia.md).

</td></tr><tr><td>

Channels

</td><td>

Enable the AI agent for the ServiceNow Otto panel.

</td></tr><tr><td>

Used in agentic workflows

</td><td>

Explain SLA

</td></tr></tbody>
</table>**Parent Topic:**[ServiceNow AI Platform AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/platform-ai-agents-overview.md)