ServiceNow Otto for Telecommunications, Media, and Technology (TMT) Smart Actions for Telecom agentic workflow

  • Release version: Australia
  • Updated July 31, 2026
  • 2 minutes to read
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    Summary of ServiceNow Otto for Telecommunications, Media, and Technology (TMT) Smart Actions for Telecom agentic workflow

    The Smart Actions for Telecom agentic workflow enables ServiceNow customers in the telecommunications sector to retrieve a comprehensive, consolidated view of customer data quickly. Triggered from the Recommended Actions panel on the Telecom Customer 360 page, it provides a Customer 360 summary along with a recommended next action for a specific customer account or consumer.

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    This workflow enhances customer context by leveraging the Telecom Customer Enterprise Graph, gathering essential service-related data such as product inventory, service problem cases, duplicate cases, open incidents, open work orders, active alerts, and outstanding billing. It also performs a pre-diagnostic check but does not diagnose network faults.

    Key Features

    • Retrieves detailed context from customer accounts or consumers using the Telecom Customer Enterprise Graph at runtime.
    • Performs a pre-diagnostic check covering key operational areas including product inventory, duplicate cases, incidents, work orders, alerts, and billing status.
    • Generates a Customer 360 summary with an overall risk assessment and recommends actionable next steps.
    • Supports follow-up interactions by using the gathered context, knowledge graph, and associated tools to answer additional questions.
    • Accessible via AI Agent Studio, with options to create, manage, and test the workflow.
    • Requires the role sntmtagenticai.smartactionsagent for access and use, with role masking applied to control user permissions.
    • The workflow is available in read-only mode initially; customers must duplicate and customize it to fit their specific needs.

    AI Agent Involvement

    The workflow is executed by the Telecom Smart Actions Agent, which:

    • Collects comprehensive telecom customer context from triggering records.
    • Conducts pre-diagnostic checks across multiple data sources.
    • Remains available for follow-up queries after the initial workflow run.
    • Does not perform network fault diagnosis.

    Practical Guidance for ServiceNow Customers

    • Use the workflow to streamline customer service interactions by obtaining a unified customer profile and recommended next steps without manual data gathering.
    • Customize the duplicated workflow instance to align with your organizational processes and data policies before use.
    • Ensure proper role assignments and security controls are established to manage access appropriately.
    • Leverage AI Agent Studio for creating, managing, and testing the workflow to optimize performance and integration.

    Use the Smart Actions for Telecom agentic workflow to retrieve customer data and get a summary with a recommended next action for a customer account or consumer.

    Smart Actions for Telecom agentic workflow overview

    Retrieve a consolidated view of customer data using the Smart Actions for Telecom agentic workflow. When triggered from the Recommended Actions panel on the Telecom Customer 360 page, the workflow retrieves data for the current customer account or consumer. The workflow delivers a Customer 360 summary in the ServiceNow Auto panel and performs the following steps:

    • Retrieves customer account or consumer context and performs a pre-diagnostic check across product inventory, duplicate cases, open incidents, open work orders, active alerts, and outstanding billing. The workflow uses the Telecom Customer Enterprise Graph to enrich customer context at runtime, retrieving service-related data such as service problem cases and sold product details. For more information, see Telecom Customer Enterprise Graph.
    • Delivers a Customer 360 summary with an overall risk assessment and a recommended next action.
    • Remains available to answer follow-up questions using the gathered context, the knowledge graph, or the associated tools.
    The Smart Actions for Telecom agentic workflow supports these tables:
    • Customer account
    • Consumer

    Role required: sn_tmt_agentic_ai.smart_actions_agent

    Note:
    The Smart Actions for Telecom 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.

    Role masking

    Required role: sn_tmt_agentic_ai.smart_actions_agent

    Agentic workflows and their AI agents use role masking to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see Define security controls for an agentic workflow.

    Access the Smart Actions for Telecom agentic workflow

    To access the agentic workflow:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Smart Actions for Telecom.

    To create an agentic workflow, see Create an agentic workflow.

    Test the agentic workflow

    To access the use case testing page:
    1. Navigate to All > AI Agent Studio > Testing.
    2. On the Overview page, select Smart Actions for Telecom.

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

    AI agents used in the Smart Actions for Telecom agentic workflow

    The following AI agent is used to execute the instructions for the agentic workflow.

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

    Table 1. AI agents and their role in the Smart Actions for Telecom agentic workflow
    AI agent AI agent role
    Telecom Smart Actions Agent Gathers full telecom customer context from a triggering account or consumer record. Performs a pre-diagnostic check across product inventory, the knowledge graph, duplicate cases, open incidents, open work orders, active alerts, and outstanding billing. Does not diagnose network faults. Remains available to answer follow-up questions after the initial run.