Now Assist for Telecommunications, Media and Technology (TMT) AI agent collection test and repair telecom service issues 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) AI Agent Collection Test and Repair Telecom Service Issues Agentic Workflow

    The Test and repair telecom service issues agentic workflow is designed to efficiently resolve broadband and internet issues using a team of AI agents. This workflow handles a variety of task requests, including troubleshooting, diagnostics, and resolution based on provided identifiers or descriptions.

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    Key Features

    • Supported Tables: The workflow supports Incident, Change request, Domain order, Order task, and Service problem case tables.
    • Modification: Users can duplicate and modify the workflow according to their needs, ensuring the Active button is enabled for autonomous triggering.
    • Role Masking: Requires the role 'sntmtagenticai.testandrepairtelecomserviceaiagent' to limit roles and privileges during execution, with configurable security controls for user access.
    • Accessing the Workflow: Navigate to All > AI Agent Studio > Create and manage to access or create the workflow.

    AI Agents Used

    The following AI agents are integral to the workflow:

    • Service Problem Manager AI Agent: Plans and delegates tasks, checks customer inventory, and shows relevant knowledge articles.
    • Payment Status Checker AI Agent: Verifies outstanding bill payments.
    • Preliminary Troubleshooter AI Agent: Asks structured questions to identify issues and checks for similar cases in the Knowledge Base.
    • On-Demand Service Tester AI Agent: Creates diagnostic tasks based on specifications and executes tests.
    • Service Repairer AI Agent: Creates repair tasks based on diagnostic test results.

    Key Outcomes

    By utilizing this workflow, ServiceNow customers can effectively troubleshoot and resolve telecom service issues, ensuring efficient customer support and minimizing downtime. The structured approach allows for thorough diagnostics and tailored resolutions, enhancing service quality in the Telecommunications, Media, and Technology sectors.

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

    Test and repair telecom service issues overview

    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

    To modify the Test and repair telecom service issues 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.

    Role masking

    Required role: sn_tmt_agentic_ai.test_and_repair_telecom_service_ai_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.

    Test and repair telecom service issues agentic workflow

    To access the agentic workflow:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Test and repair telecom service issues.

    To create a new agentic workflow, 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 agents used in the Test and repair telecom service issues agentic workflow

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

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

    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.