Now Assist for Telecommunications, Media and Technology (TMT) AI agent collection Squad resource identifier agentic workflow

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Now Assist for Telecommunications, Media and Technology (TMT) AI Agent Collection Squad Resource Identifier Agentic Workflow

    The Squad Resource Identifier Agentic Workflow is designed to streamline the identification and connection of internal experts for customer success teams. This enables quicker collaboration on success plays, initiatives, or critical escalations, ultimately enhancing engagement effectiveness.

    Show full answer Show less

    Key Features

    • Identifies experts based on skills, region, and availability.
    • Supports various tables integral to customer success, including Touchpoint, Account Onboarding Case, and Risk Signal and Issue.
    • Requires roles such as snacctlc.customersuccessagent and snacctlc.agent.
    • Configuration options available, including duplication and customization of workflows.
    • Autonomous triggering of AI agents through an active setting in the Edit trigger form.

    Key Outcomes

    By utilizing the Squad Resource Identifier Agentic Workflow, ServiceNow customers can expect:

    • Faster alignment with the right internal resources, improving response times in critical situations.
    • Streamlined access to relevant user data for effective candidate recommendations.
    • The ability to test workflows easily to ensure proper functionality.
    • Enhanced efficiency in managing customer success initiatives through automated processes.

    Use a squad resource identifier agentic workflow to identify and recommend internal experts based on record under consideration, skill set, region, and real-time availability.

    Squad resource identifier agentic workflow overview

    The agentic workflow assists the customer success teams to quickly identify and connect with the right individuals to support success plays, initiatives, or critical escalations, ensuring faster and more effective collaboration across engagements.

    The Squad resource identifier agentic workflow supports these tables:
    • Touchpoint (sn_acct_lc_touchpoint)
    • Account Onboarding Case (sn_acct_lc_onb_case)
    • Success Task (sn_acct_lc_success_task)
    • Engagement (sn_acct_lc_engagement)
    • Implementation Record (sn_acct_lc_implementation_record)
    • Customer Play (sn_acct_lc_success_case)
    • Success Initiative (sn_acct_lc_success_initiative)
    • Internal Play (sn_acct_lc_internal_play)
    • Internal Play Task (sn_acct_lc_internal_play_task)
    • Risk Signal and Issue (sn_acct_lc_risk_signal_issue)
    • Onboarding Task (sn_ti_core_task)
    • Data Import Task (sn_ti_core_imp_task)

    Role required: sn_acct_lc.customer_success_agent and sn_acct_lc.agent

    To configure the Squad resource identifier agentic workflow, see Squad Resource Identifier AI Workflow: Setup and Configuration Guide.

    To modify the Squad resource identifier agentic workflow, Duplicate an agentic workflow, and adjust the settings according to your requirements.

    Important:
    In the Edit trigger form, make sure that the Active button is turned on to enable the AI agent to trigger autonomously.

    Assign customer success role

    The squad members assigned through the squad resource identifier workflow aren’t automatically granted customer success roles. An administrator must manually assign the appropriate role to enable record access.

    To assign customer success roles to users using the ServiceNow AI Platform user administration feature, see Assign a role to a user.

    Squad resource identifier agentic workflow

    To access the use case:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Squad Resource Identifier.

    To create a use case, see Create an agentic workflow.

    Testing the agentic workflow

    To access the use case testing page:
    1. Navigate to All > AI Agent Studio > Testing.
    2. On the Overview page, select Test use cases.

    To test the use case, see Manually test the execution of an agentic workflow.

    AI agent used in the Squad resource identifier agentic workflow

    The following AI agent is used to execute the instructions for the agentic workflow.

    Table 1. AI agent and their role in the Squad resource identifier agentic workflow
    AI agent AI agent role
    User resource recommender AI agent Analyzes user data to identify the most relevant candidates, ranks them by priority, and automatically populates the input record with top-performing users.

    To create an AI agent, see Create an AI agent.