Now Assist for Telecommunications, Media and Technology (TMT) AI agent collection recommend risk signal solutions agentic workflow

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Now Assist for Telecommunications, Media and Technology (TMT) AI agent collection recommend risk signal solutions agentic workflow

    The Recommend risk signal solutions agentic workflow is designed to help ServiceNow customers in Telecommunications, Media, and Technology (TMT) industries monitor and mitigate risks in customer engagements with minimal user intervention. This workflow provides real-time risk analysis, generates detailed reports, and offers proactive recommendations to improve customer retention, prevent escalations, and enhance service quality.

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    Customer success managers can collaborate with their teams to assess risk signals and recommend appropriate solutions efficiently. The workflow can be triggered either by using the "Recommend solutions" button on a risk signal record or via the Now Assist panel within the Customer Success Management (CSM) or Field Service Management (FSM) Configurable Workspace.

    Prerequisites and Configuration

    • Activate the AI Agents for Customer Success Management plugin (com.sncustsuccaiagent) before using the workflow.
    • Configure the Engagement risk solutions decision table to map risk categories to Customer Success definitions. This mapping allows the workflow to identify and recommend suitable success plays for unaddressed risk signals.
    • The decision table includes columns for rank (evaluation order), risk category, and corresponding Customer Success definitions, which specify subflows to execute for solution options.
    • Solution subflows must accept the risk system ID as input and return generated solution records as output, including table names and sysids.
    • Additional inputs like due dates can be defined to customize subflow steps or override default values.
    • For customers using earlier versions of the workflow, refer to the knowledge base article KB2764672 for updating decision table configurations.

    AI Agents Involved

    The workflow utilizes specific AI agents to automate risk signal handling:

    • Success risk manager AI agent: Retrieves unaddressed risk signals and provides solution recommendations.

    Practical Benefits for ServiceNow Customers

    • Enables proactive risk monitoring and mitigation with minimal manual effort.
    • Supports collaboration among customer success teams to address risks promptly.
    • Generates actionable reports and solution recommendations to improve customer outcomes.
    • Facilitates consistent and automated response to risk signals through configurable decision tables and subflows.

    Use the Analyze risk and recommend solutions agentic workflow to monitor and mitigate risks in customer engagements with minimal user intervention.

    Recommend risk signal solutions agentic workflow overview

    Note:
    Before you use this agentic workflow, you must activate the AI Agents for Customer Success Management plugin (com.sn_cust_succ_ai_agent).
    Use the Recommend risk signal solutions agentic workflow to:
    • Provide real-time risk analysis and generate detailed reports.
    • Identify common solutions and provide proactive recommendations.
    Customer success managers can collaborate with customer success squad members to monitor risks, perform real-time risk analysis, generate detailed reports with proactive recommendations. This helps prevent escalations, improve customer retention, and enhance service quality. The agentic workflow can be used to assess and offer solutions for a risk signal.
    You can trigger this workflow in two ways:
    1. Recommend solutions button
      1. Navigate to All > CSM/FSM Configurable Workspace and select the List icon.
      2. From the Customer Success menu, select All Risks and issues and open a risk signal record.
      3. Select the Recommend solutions button in the risk record
    2. Navigate to the Now Assist panel panel in the CSM/FSM Configurable Workspace and specify a risk number to be resolved.

    For information on how risks are generated, see Define risk criteria.

    Configure the Recommend risk signal solutions agentic workflow

    Before you use the agentic workflow, do the following:
    • Configure the Engagement risk solutions decision table to map risk categories to Customer Success definitions. The Recommend risk signal solutions agentic workflow uses these mappings to identify and recommend success plays for an unaddressed risk signal. The decision table contains the following columns:
      • Rank: The order in which the conditions are evaluated.
      • Category: The category of the risk signal, from the Risk Signal and Issues table.
      • Customer Success Definition: The Customer Success definition to use for the risk category. Each Customer Success definition specifies the subflow to execute when the solution option is selected. See Create a customer success definition record for details. You can map multiple definitions to the same category.Engagement risk definition table
      See Using decision tables for details on configuring the decision table.
    • The solution subflow must contain the following input:

      Risk system ID: This is the system ID of the risk signal for which the solution is being created.

    • The solution subflow must return the following output:

      Generated record: An array of objects representing the solution records to be associated with the risk signal. Each object must contain the table name and sys_id of the solution record.

    You can define additional inputs as needed, such as Due Date, to be used in subflow steps or to override default values.
    Note:
    If you're using an earlier version of this agentic workflow, see KB2764672 for steps on how to update your decision table configuration.

    AI agents used in the Recommend risk signal solutions agentic workflow

    The Analyze risks and recommend solutions agentic workflow uses specific AI agents to retrieve all unaddressed risks and recommend solutions.

    Table 1. AI agents and their role in the Recommend risk signal solutions agentic workflow
    AI agent AI agent role
    Success risk manager AI agent Retrieves the unaddressed risk signal and provides solution recommendations.