Now Assist for Telecommunications, Media and Technology (TMT) Recommend risk signal solutions agentic workflow

  • Release version: Yokohama
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Now Assist for Telecommunications, Media and Technology (TMT) Recommend Risk Signal Solutions Agentic Workflow

    The Recommend risk signal solutions agentic workflow is designed to monitor and mitigate risks in customer engagements with minimal user intervention. It facilitates real-time risk analysis, generates detailed reports, and provides proactive recommendations to improve customer retention and service quality.

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    Key Features

    • Monitors customer engagements and retrieves applicable risks.
    • Generates real-time risk analysis and detailed reports.
    • Identifies common solutions and offers proactive recommendations.
    • Collaborative capabilities for customer success managers and squad members.
    • Daily triggers based on a predefined schedule, with results displayed in the Now Assist panel.

    Key Outcomes

    This workflow helps in preventing escalations and enhancing service quality by assessing individual and multiple risks. To ensure functionality, users must activate the Recommend risk signal solutions subflow and configure required risk categories. Role masking is necessary for limiting user access and privileges during execution.

    Mandatory inputs for solution subflows include Risk system ID, Solution table, and Solution ID. Additionally, activating the AI Agents for Customer Success Management plugin is essential for displaying the agentic workflow. The workflow employs specific AI agents to retrieve unaddressed risks and recommend solutions tailored to user needs.

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

    Recommend risk signal solutions agentic workflow overview

    Use the Recommend risk signal solutions agentic workflow to:
    • Monitor engagements and retrieve all applicable risks.
    • 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 Recommend risk signal solutions agentic workflow can be used to assess and offer solutions for both individual and multiple risks. It is triggered daily based on a predefined schedule and the results are displayed in the Now Assist panel.

    For information on how risks are generated, see Setup the engagement risk definition.

    Role masking

    Required role: sn_acct_lc.customer_success_agent

    Role masking enables users to limit the roles and privileges of agentic workflows during tool execution. Agentic workflows and their AI agents that get installed with Now Assist applications are assigned pre-defined roles. If you select Users with specific roles for user access, you must configure the security controls to include these roles. Data access settings must also include these roles. For the instructions to change the security controls, see Define security controls for an agentic workflow.

    Configure the Recommend risk signal solutions agentic workflow

    Before you use the agentic workflow, do the following:
    • Activate the Recommend risk signal solutions subflow to trigger the agentic workflow to run as a daily scheduled job. See Activate a flow for details.
    • Configure the risk category and other conditions as required in the Engagement risk solutions decision table. See Using decision tables.
    • Ensure that the solution subflows contain the following mandatory inputs:
      • Risk system ID: Type is string and default name is risk_system_id.
      • Solution table: Type is table.
      • Solution ID: Type is sys_id.

    Optionally, you can define additional non-mandatory inputs. These can be used in subflow steps or to override default values.

    Note:
    To enable the display of the Recommend risk signal solutions agentic workflow, you must activate the AI Agents for Customer Success Management plugin (com.sn_cust_succ_ai_agent).

    AI agents used in the Recommend risk signal solutions agentic workflow

    The Recommend risk signal 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 solution AI agent Retrieves unaddressed risks for the current user, groups them, and provides solutions for each risk or group of risks.