Risk and issues page

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of Risk and issues page

    The Risk and Issues page in the Australia release provides ServiceNow customers detailed insights into individual risk signals related to customer engagements. It displays critical information such as risk occurrences, threshold values, engagement context, and recommended solutions to effectively manage and mitigate risks within Customer Success and Field Service Management workspaces.

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    Access and Navigation

    • Accessible to users with the snacctlc.customersuccessagent role.
    • Navigate via Workspaces > CSM/FSM Configurable Workspace, select the List icon, then Customer Success > All Risks and Issues, and open records by selecting the Number column.
    • Alternatively, access from the Risk Portfolio dashboard.

    Key Details Displayed

    • Engagement details: Contract value, stage, next renewal date, health status, and other engagement-specific data linked to the risk signal.
    • Risk signal details: Includes probability, tracking method, risk category, and other metadata defining the risk signal.
    • Risk occurrences: Lists scheduled job executions showing start/end dates, current and threshold values, and risk gaps. Drill-down links allow navigation to detailed risk occurrence pages.

    Risk Management Actions

    • Recommend solutions: Initiates success plays to mitigate unaddressed risks via the Now Assist panel (requires Now Assist for TMT). It uses machine learning similarity models, AI Search, or decision tables to recommend relevant success plays based on past resolved risks and mapped definitions.
    • Discuss: Starts sidebar discussions with selected participants linked to the risk signal, with conversation history visible in the Activity stream.
    • Create success play: Allows manual creation of success plays tagged as risk solutions.
    • Export: Enables exporting risk occurrences or solutions data to Excel for offline analysis or reporting.

    Recommendation Engine Details

    The recommendation engine leverages multiple approaches for solution identification:

    • Machine learning similarity model: Uses historical closed risk signals to find similar risks and their associated success plays. Customers can enable and retrain this model in Predictive Intelligence settings.
    • AI Search: Provides similar solution suggestions if the AI Search feature is enabled.
    • Decision table: Matches Customer Success definitions mapped to risk categories to suggest success plays.

    If no automated suggestions are found, users can manually browse the success play catalog.

    Executing Success Plays

    • Up to three solution options are presented, with the first being the recommended.
    • Users provide required inputs such as planned start and end dates.
    • Multiple success plays in a solution run sequentially in the background.
    • Additional success plays can be added from the catalog before initiation.
    • Completed plays are automatically linked to the risk signal as risk solutions.

    Risk Closure Process

    A daily scheduled job automatically identifies risk signals eligible for closure and generates draft closure notes using Now Assist for Telecommunications, Media, and Technology (TMT). Closure notes are added to the Activity stream and visible in the risk record once all associated risk solutions are closed and no new risk occurrences exist. This automation requires the Draft closure notes skill to be enabled.

    This page provides detailed information about a risk signal including risk occurrences, threshold values, and risk solution.

    To view this page, follow these steps:
    1. Login as a user with the sn_acct_lc.customer_success_agent role.
    2. Navigate to Workspaces > CSM/FSM Configurable Workpace and select the List icon.
    3. Navigate to Customer Success > All Risks and Issues and select Number column to open the record. You can also navigate to this page from the Risk portfolio dashboard.
    *** to be updated ***
    Risks and issues page
    You can see the following details:
    • Engagement details: This section shows the details of the engagement for which the risk signal has been generated. It includes the Contract value, Stage, Next Renewal date, Health, and so on.
    • Risk signal details: The risk signal details including probability, tracking method, category, and so on. See Create a risk signal for details.
    • Risk occurrence: List of risk occurrences based on the scheduled job. This includes the start and end dates on which the scheduled job was executed, the current value, threshold value, and the gap. Select the link to drill down to the Risk Occurrence page.
    The following options are available:
    • Recommend solutions: Recommends and executes success plays to address the risk signal. The Now Assist panel opens up and starts the workflow for the specific risk.
      Note:
      This option is available only for unaddressed risks and requires the Now Assist for TMT to be installed.
    • Discuss: Select this option to start a sidebar discussion about this risk signal. In the pop-up window, select the participants who must participate in the discussion, enter a brief message, and select Start discussion. A window appears with a link to the record. Select Open record and start the discussion. When the discussion has been completed, you can see the details in the Activity stream.
    • Create success play: See Create a success play

      The success play created from a risk signal is automatically tagged as a risk solution record.

    • Export: Select Export to export the risk occurrences or solutions to an Excel file.

    Recommend solutions

    This option identifies and executes success plays that address an unaddressed risk.

    1. Select Recommend Solution. The Now Assist panel opens and automatically starts the agentic workflow for that specific risk signal.
    2. The Now Assist panel displays up to three solution options, each containing one or more success plays. The solutions are arrived at using the following approaches:
      • Machine learning similarity model: Identifies past risks similar to the current risk and recommends the success plays that resolved those risks. Navigate to All > Predictive Intelligence > Similarity > Solution Definitions. Select the Risk similarity solution definition that is available with the base system and do the following:
        • Select the Active check box to enable this similarity solution.
        • Select Update & Retrain. The similarity definition uses the short description and description of all closed risk signals to build a similarity index. Once trained, it identifies risks similar to the current risk signal and recommends the success plays that were used to resolve past risks.
      • AI Search: If AI Search is enabled, similar solutions are identified based on the risk details.
      • Decision table: Identifies the Customer Success definition mapped to the risk category and recommends the associated success plays.
      If none of these approaches return results, a link is provided to manually browse the catalog and run a success play.
    4. The first solution option is the recommended one but you can select one of the three solution options. You're prompted to provide the required inputs for each success play within the selected option.
      Note:
      Multiple success plays within the selected solution are run sequentially.
    5. Provide the required inputs, such as the planned start date and planned end date, for each success play. Once all the inputs have been provided, the success plays are initiated and run in the background. Optionally, you can select additional plays from the success catalog.
    6. After the plays have been completed, the solutions are automatically added to the Risk solutions related list on the risk signal record.
    7. A scheduled job runs every day and automatically identifies risk signals that are eligible for closure and generates closure notes. See Draft close notes for a risk signal using Now Assist for Telecommunications, Media and Technology (TMT) for details.
    8. When the risk is closed, closure notes are automatically generated and are visible in the Activity stream and Closure Notes in the risk record.
      Note:
      Closure notes are automatically generated only when the Draft closure notes skill is enabled, all associated risk solutions are closed, and no new risk occurrences exist for the risk signal.