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

  • Release version: Australia
  • Updated March 12, 2026
  • 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 Now Assist for TMT enables customer success agents to efficiently evaluate contracts and engagements approaching renewal. It provides detailed, data-driven insights into contract health, product adoption, usage trends, and value delivery. Using the Renewal Insight Engine skill, the workflow offers granular assessments at both engagement and contract levels, helping customer success managers recommend tailored renewal strategies and expansion opportunities.

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    Key Features

    • Tracks value delivered since onboarding and measures progress against goals and service metrics.
    • Calculates health and adoption scores and analyzes trends to inform engagement decisions.
    • Generates renewal likelihood and expansion potential assessments at engagement and contract levels.
    • Recommends up to three specific renewal actions, complete with play type, target product, priority, and rationale.
    • Supports multiple scan types combining value, health, and usage metrics for a comprehensive assessment.
    • Automatically triggers workflow notifications when contracts are due to expire in 90 days.
    • Produces detailed reports for engagement and contract, covering renewal likelihood, expansion potential, adoption trends, health trends, and value scores.

    Configuration and Usage

    • Requires activation of the Renewal Insight Engine skill, which is inactive by default.
    • Necessitates configuration of source sysIDs for engagement adoption, contract adoption, and health in the Renewal analysis AI agent.
    • Data sources must be correctly set in the Data Context Engine to align health with engagement context and adoption with sold products at engagement and contract levels.
    • The generic prompt setting in the OneExtend Capability table must be configured and set as default for the AI models used.
    • The workflow is available in read-only mode by default; customers must duplicate and customize it before use.

    AI Agents Involved

    • Renewal analysis AI agent: Performs renewal possibility analysis and triggers renewal flows based on results.
    • Value realization assessor AI agent: Tracks value delivered through service metrics and goal achievements over time.
    • Success insight AI agent: Provides health and adoption score data along with trend analyses to support decisions.

    Practical Benefits for ServiceNow Customers

    By implementing this workflow, customer success managers in telecommunications, media, and technology sectors can proactively manage renewals and expansions with confidence. They gain actionable, AI-driven insights that facilitate data-backed renewal strategies, improve customer engagement, and maximize contract value retention. The structured recommendations streamline decision-making and enable timely actions ahead of contract expirations.

    Assess engagements and 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 an engagement or contract. It provides data-driven insights and renewal play recommendations and enables customer success agents to manage multiple customer engagements efficiently. The workflow uses the Renewal Insight Engine skill to evaluate individual product metrics, health score trends, usage trends, and value scores at both the engagement and contract level, providing more granular insights than the earlier decision table-based approach. See Renewal insight engine skillfor details.

    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 and engagement decisions.
    • Generate renewal likelihood assessments and expansion potential at the engagement and contract level.
    • Receive up to three recommended actions, each with a specific play type, target product, priority, and reasoning.
    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.

    Configure the Support renewals and expansion agentic workflow

    Before you use the agentic workflow, you must do the following:
    • Activate the Renewal Insight Engine skill in Now Assist for TMT. The skill is inactive by default and must be manually activated. See Renewal insight engine skill for details.
    • 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 Configure 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 customer success manager can monitor the progress in the Now Assist panel and select one of the following scans:
    • Value
    • Health
    • Usage
    • Value & Health
    • Health & Usage
    • Value & Usage
    • Value & Usage & Health
    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
    • 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. On the Overview page, select Support renewals and expansion.

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

    Renewal analysis workflow

    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.