Now Assist for Telecommunications, Media and Technology (TMT) Support renewals and expansion

  • Release version: Yokohama
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Now Assist for Telecommunications, Media and Technology (TMT) Support Renewals and Expansion

    The Support renewals and expansion agentic workflow in ServiceNow enables customer success agents to evaluate contract health, analyze trends, and recommend strategies for renewal and expansion. This workflow helps manage multiple customer engagements and provides data-driven insights for informed decision-making.

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    Key Features

    • Value Tracking: Measure value delivered since onboarding and progress against goals.
    • Health and Adoption Scores: Retrieve and calculate scores to assess contract effectiveness.
    • Trend Analysis: Analyze customer engagement trends to support adoption decisions.
    • Role Masking: Limit user roles and privileges during workflow execution for enhanced security.
    • AI Integration: Utilize AI agents such as the Renewal analysis agent, Value realization assessor, and Success insight for comprehensive analysis and reporting.

    Configuration Requirements

    Before utilizing the workflow, specific settings must be configured, including source sysIDs for engagement adoption, contract adoption, and health. Additionally, the generic prompt settings must be adjusted in the OneExtend Capability table.

    Key Outcomes

    When a contract is approaching expiration (90 days), notifications are sent to customer success managers, triggering the workflow that scans contract health, value, and usage. Upon completion, reports are generated detailing renewal likelihood, expansion potential, recommended actions, adoption trends, health trends, and value scores. This enables customer success managers to select appropriate renewal strategies effectively.

    Assess contracts due for renewal, analyze trends, and recommend renewal strategies.

    Support renewals and expansion agentic workflow overview

    The Support renewals and expansion agentic workflow enables customer success agents to assess the health, value, and product adoption of a contract. It provides data driven insights and renewal play recommendations and enables customer success agents to manage multiple customer engagements efficiently. Customer success managers can use the Support renewals and expansion agentic workflow to:
    • Track how much value has been delivered since onboarding.
    • Measure progress against goals and service delivery metrics.
    • Retrieve and calculate health and adoption scores.
    • Analyze trends to support informed adoption decisions.
    Note:
    The Support renewals and expansion agentic workflow is available in read-only mode. Before using the workflow, you must make a copy and adjust the settings according to your requirements. See Duplicate an agentic workflow for details.

    Role masking

    Required role: sn_acct_lc.customer_success_agent

    Role masking enables users to limit the roles and privileges of agentic workflows during tool execution. Agentic workflows and their AI agents that get installed with Now Assist applications are assigned pre-defined roles. If you select Users with specific roles for user access, you must configure the security controls to include these roles. Data access settings must also include these roles. For the instructions to change the security controls, see Define security controls for an agentic workflow.

    Configure the Support renewals and expansion agentic workflow

    Before you use the agentic workflow, you must configure the following fields in the Renewal analysis AI agent:
    • Engagement adoption source sysID
    • Contract adoption source sysID
    • Health source sysID
    • Time period (in days)
    • Metric aggregation type
    Note:
    The source sysIDs must be configured correctly in the Data Context Engine as follows:
    • Health: Source and context table must be set to Engagement.
    • Engagement: Source table must be set to Sold Products and the context table must be set to Engagement.
    • Contract: Source table must be set to Sold Products and the context table must be set to Contract.
    For more details on configuring the data sources, see Setup the data context engine.

    Support renewals and expansion agentic workflow

    Note:
    Before running the workflow, you must configure the generic prompt as follows:
    1. Navigate to the OneExtend Capability (sys_one_extend_capability) table by entering sys_one_extend_capability.list in the navigator.
    2. Search for generic prompt and open the record.
    3. In OneExtend Capability Attributes related list, set the Default to True for any of these definitions:
      • Generic Prompt (Azure OpenAI Chat)
      • Generic Prompt (Now LLM)
      • Generic Prompt Vertex AI (Google Cloud Chat Completion)
      • Generic Prompt (Amazon Bedrock Chat Completions)

    When a contract is due to expire in 90 days, the customer success manager receives a notification and the Support renewals and expansion workflow is automatically triggered. The contract health, value, and usage scans are initiated and the customer success manager can monitor the progress in the Now Assist panel.

    When the workflow is completed, two reports are generated for the engagement and the associated contract (that is due to expire in 90 days) with the following details:
    • Renewal likelihood
    • Expansion potential
    • Recommended actions
    • Adoption trend
    • Health trend (this is available only for engagements)
    • Value score
    You can then select the appropriate renewal play based on the report.

    Testing the agentic workflow

    To access the use case testing page:
    1. Navigate to All > AI Agent Studio > Testing.
    2. Follow the instructions in the Manually test the execution of an agentic workflow section to test the agentic workflow.

    Example of Support renewals and expansion agentic workflow output in the ServiceNow

    Support renewals and expansion agentic workflow output

    AI agents used in the Support renewals and expansion agentic workflow

    The following AI agents are used to execute the instructions for the agentic workflow.

    Table 1. AI agents and their role in the Support renewals and expansion agentic workflow
    AI agent AI agent role
    Renewal analysis AI agent Analyzes renewal possibilities and triggers appropriate renewal flows based on assessment results.
    Value realization assessor AI agent Analyzes value realized by tracking service metrics and customer goal achievement over time.
    Success insight AI agent Populates score data and delivers trend analysis to support informed decisions.