---
title: Sample use case
slug: neurons-for-itsm/admin-user-help/enu/latest/sample-use-case
docTags: 
createdAt: 2026-07-14T19:16:51.942Z
---

When you post a query in the interface, Agentic AI assigns it to the relevant agent, analyzes your question, and initiates a conversation by asking follow-up questions based on your query.

For example, consider a typical use case as follows:

1. Open the Agentic AI bot in Microsoft Teams, and the user will receive a welcome message.

:::Paragraph{indent="1"}
After the user submits a query, the AI bot interprets the intent as an Incident and assigns it to the Incident agent for further investigation.
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After analyzing the query, the agent asks follow‑up questions to perform device mining.
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::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/i13K2IOa6_09RC-Za3A4k_agentic-ai-example-1.png" position="flex-start" size="80" width="1279" height="1116" initialPath="../AITSM/images/agentic-ai-example-1.png" githubPath="Admin-User/Content/AITSM/images/agentic-ai-example-1.png" darkWidth="1279" darkHeight="1116" showCaption="true" caption="Device mining interaction" indent="1"}

2. Select the appropriate device from the given list.

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The agent then asks additional questions related to the issue the user is experiencing with the device.
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::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/2zxYjRGKtR2scHIUHiX5U_agentic-ai-example-2.png" position="flex-start" size="80" width="1279" height="1116" initialPath="../AITSM/images/agentic-ai-example-2.png" githubPath="Admin-User/Content/AITSM/images/agentic-ai-example-2.png" darkWidth="1279" darkHeight="1116" showCaption="true" caption="Agent interaction with a user to clarify the device issue" indent="1"}

:::Paragraph{indent="1"}
The agent provides a knowledge article with troubleshooting steps to resolve the issue.
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::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/xog1rgtEoGMWu6Bpt8pcv_agentic-ai-example-3.png" position="flex-start" size="80" width="1277" height="976" initialPath="../AITSM/images/agentic-ai-example-3.png" githubPath="Admin-User/Content/AITSM/images/agentic-ai-example-3.png" darkWidth="1277" darkHeight="976" showCaption="true" caption="Sharing the knowledge articles with a user" indent="1"}

3. Click **Yes **if the issue is resolved using the troubleshooting steps or click **No **if the issue is not resolved.

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If **No **is selected, the agent asks whether the user would like to create an incident or chat with a Live agent.
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::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/7sT5FDfyHU2tsRU3WFqmd_agentic-ai-example-5.png" position="flex-start" size="80" width="1111" height="1084" initialPath="../AITSM/images/agentic-ai-example-5.png" githubPath="Admin-User/Content/AITSM/images/agentic-ai-example-5.png" darkWidth="1111" darkHeight="1084" showCaption="true" caption="Agent offering support when knowledge articles do not resolve the issue" indent="1"}

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Click **Chat with Live Agent** to transfer the interaction to your Service Desk Human Agent in case the Agentic AI bot cannot solve the user's request.
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4. When the user clicks **Create Incident**, the agent proceeds to create a new incident record and presents the incident draft.

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/1o2XGTsW2-tm3P42IgXa3_agentic-ai-example-6.png" position="flex-start" size="80" width="1110" height="1479" initialPath="../AITSM/images/agentic-ai-example-6.png" githubPath="Admin-User/Content/AITSM/images/agentic-ai-example-6.png" darkWidth="1110" darkHeight="1479" showCaption="true" caption="Creating an incident record" indent="1"}

5. Click **Looks good**, and the agent creates an incident and shares a tracking link with the user.

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/8VFzFSXgwvnQfMNnAtpG__agentic-ai-example-7.png" position="flex-start" size="80" width="1111" height="1000" initialPath="../AITSM/images/agentic-ai-example-7.png" githubPath="Admin-User/Content/AITSM/images/agentic-ai-example-7.png" darkWidth="1111" darkHeight="1000" showCaption="true" caption="User accepting the Incident draft and the agent shares the Incident record link" indent="1"}