---
sourceDocument: Xanadu Telecommunications, Media, and Technology
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/telecom-media-technology

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Telecommunications, Media, and Technology

ft:clusterId :

    - telmt

bundleId :

    - telmt

workflow :

    - Customer and Industry


---

# Test and repair telecom service issues

# Now Assist for Telecommunications, Media and Technology (TMT) AI agent collection test and repair telecom service issues agentic workflow {#ariaid-title1}

* Release version: Xanadu
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Use the Test and repair telecom service issues agentic workflow to resolve broadband and internet issues.

## Test and repair telecom service issues overview {#service-problem-testing-repair-tmt__section_pgh_pr2_l2c}

Resolve the customer issues using a team of AI agents in the Test and repair telecom service issues agentic workflow. It can handle task requests that require troubleshooting, diagnostics, analysis, or resolution for a task (case),
whether an identifier or description for the task is given.  
The Test and repair telecom service issues agentic workflow supports these tables:

* Incident
* Change request
* Domain order
* Order task
* Service problem case
{#service-problem-testing-repair-tmt__ul_ygd_hvf_ggc}

Role required: sn_tmt_agentic_ai.test_and_repair_telecom_service_ai_agent

To modify the Test and repair telecom service issues agentic workflow [Duplicate an agentic workflow](https://www.servicenow.com/docs/access?context=clone-aia-usecase&version=xanadu&pubname=xanadu-intelligent-experiences&ft:locale=en-US), 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.

## Test and repair telecom service issues agentic workflow {#service-problem-testing-repair-tmt__section_sgj_h4h_l2c}

To access the agentic workflow:

1. Navigate to AllAI Agent StudioCreate and manage.
2. Select Test and repair telecom service issues.
{#service-problem-testing-repair-tmt__ol_xln_bzf_m2c}

To create a new agentic workflow, see [Create an agentic workflow](https://www.servicenow.com/docs/access?context=configure-use-case-ai-agents&version=xanadu&pubname=xanadu-intelligent-experiences&ft:locale=en-US).

## Testing the agentic workflow {#service-problem-testing-repair-tmt__section_mrr_tyf_m2c}

To access the use case testing page:

1. Navigate to AllAI Agent StudioTesting.
2. On the Overview page, select Test use cases.
{#service-problem-testing-repair-tmt__ol_wbn_n4h_l2c}

To test the use case, see [Test an agentic workflow](https://www.servicenow.com/docs/access?context=test-aia-use-case&version=xanadu&pubname=xanadu-intelligent-experiences&ft:locale=en-US).

## AI agents used in the Test and repair telecom service issues agentic workflow {#service-problem-testing-repair-tmt__section_tnt_fph_l2c}

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

To create an AI agent, see [Create an AI agent](https://www.servicenow.com/docs/access?context=configure-next-best-action-agent&version=xanadu&pubname=xanadu-intelligent-experiences&ft:locale=en-US).
{#service-problem-testing-repair-tmt__table_gzg_pqh_l2c__entry__2}

| AI agent | AI agent role |
|-|-|
| Service problem manager AI agent | An AI agent is responsible for planning, orchestrating, and delegating work to other agents. Checks the customer inventory status. Shows the Knowledge articles. |
| Payment status checker AI agent | Checks for outstanding bill payments. |
| Preliminary troubleshooter AI agent | AI agent designed to ask questions that are fetched from the structured question generator. Activate the structured question generator skill to generate the questions from the skill. Check for similar cases for the resolution plan and asks questions from Knowledge Base articles to determine the resolution. |
| On-demand service tester AI agent | Create a diagnostic task based on the inventory specifications for a Service problem case and execute a test definition. |
| Service repairer AI agent | Create the repair task for the test runs. |
[ ]

{#service-problem-testing-repair-tmt__table_gzg_pqh_l2c}

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