Using Joule Studio Custom AI Agents to Query Case Status from ServiceNow

[Dauied]

Hi everyone,

I'm exploring a use-case with custom Joule Agents, and wondering if anyone has tried something similar yet with ServiceNow (preferably) or other case systems?

The scenario I'm after: An employee is logged into SuccessFactors and asks Joule something like “What’s the status of my case (ref: xxxxx)?”

The aim is for Joule to retrieve the case details from ServiceNow and return the update directly in the Joule chat, without the employee needing to switch systems (steps listed below).

1. Use the employee's current SuccessFactors user context
2. Call ServiceNow to get case/ticket status/details for that employee only
3. Return the result directly in the Joule chat
4. Uses the SAP Integration Suite or ServiceNow REST API exposed as a Skill

We already use the ServiceNow IntegrationHub SuccessFactors Spoke, and we maintain a shared user identifier between the systems, so user identity matching is already in place. I’d be interested to know if this can be leveraged alongside the Joule Agent.

Also, which approach would be recommended:

• Joule → SAP Integration Suite → ServiceNow
• Joule → ServiceNow REST API directly as a skill

Regards,

Dauied Medhanie