ServiceNow Otto for Telecommunications, Media, and Technology (TMT) AI agent collection Squad resource identifier agentic workflow

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of ServiceNow Otto for Telecommunications, Media, and Technology (TMT) AI Agent Collection Squad Resource Identifier Agentic Workflow

    The Squad Resource Identifier agentic workflow in ServiceNow Otto for Telecommunications, Media, and Technology (TMT) helps customer success teams rapidly identify and recommend internal experts. It leverages criteria such as the record under consideration, skill sets, region, and real-time availability to connect teams with the right individuals for success plays, initiatives, or critical escalations, enhancing collaboration and accelerating resolution.

    Show full answer Show less

    This workflow supports multiple key tables including Touchpoint, Account Onboarding Case, Success Task, Engagement, Implementation Record, Customer Play, Success Initiative, Internal Play and Tasks, Risk Signal and Issue, Onboarding Task, and Data Import Task.

    Configuration and Access

    • Roles required: snacctlc.customersuccessagent and snacctlc.agent.
    • Configuration is done via the Squad Resource Identifier AI Workflow: Setup and Configuration Guide.
    • To customize, duplicate the existing agentic workflow and adjust settings as needed.
    • Ensure the Edit trigger form’s Active button is enabled to allow autonomous AI agent triggering.

    Note that squad members assigned by this workflow do not automatically receive customer success roles; administrators must manually assign roles to enable appropriate record access via the ServiceNow AI Platform user administration.

    Using and Testing the Workflow

    • Access the workflow under All > AI Agent Studio > Create and manage, then select Squad Resource Identifier.
    • To create a new use case, follow the process to create an agentic workflow.
    • Testing is available under All > AI Agent Studio > Testing, where use cases can be manually tested to verify execution.

    AI Agent Role

    The workflow utilizes the User Resource Recommender AI agent, which analyzes user data to identify and rank the most relevant internal experts. It automatically populates the input record with top candidates based on priority, streamlining expert identification for customer success activities.

    Practical Benefits for ServiceNow Customers

    • Accelerates identification of appropriate internal experts for timely support on critical engagements.
    • Improves collaboration across teams by leveraging AI-driven recommendations based on skills and availability.
    • Provides configuration flexibility to tailor expert identification to organizational needs.
    • Integrates seamlessly with multiple engagement and task tables used in customer success management.
    • Supports proactive role assignment and governance through manual role management for secure access control.

    Use a squad resource identifier agentic workflow to identify and recommend internal experts based on record under consideration, skill set, region, and real-time availability.

    Squad resource identifier agentic workflow overview

    The agentic workflow assists customer success teams to quickly identify and connect with the right individuals to support success plays, initiatives, or critical escalations. This ensures faster and more effective collaboration across engagements.

    The Squad resource identifier agentic workflow supports these tables:
    • Touchpoint (sn_acct_lc_touchpoint)
    • Account Onboarding Case (sn_acct_lc_onb_case)
    • Success Task (sn_acct_lc_success_task)
    • Engagement (sn_acct_lc_engagement)
    • Implementation Record (sn_acct_lc_implementation_record)
    • Customer Play (sn_acct_lc_success_case)
    • Success Initiative (sn_acct_lc_success_initiative)
    • Internal Play (sn_acct_lc_internal_play)
    • Internal Play Task (sn_acct_lc_internal_play_task)
    • Risk Signal and Issue (sn_acct_lc_risk_signal_issue)
    • Onboarding Task (sn_ti_core_task)
    • Data Import Task (sn_ti_core_imp_task)

    Role required: sn_acct_lc.customer_success_agent and sn_acct_lc.agent

    To configure the Squad resource identifier agentic workflow, see Squad Resource Identifier AI Workflow: Setup and Configuration Guide.

    To modify the Squad resource identifier 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.

    Assign customer success role

    The squad members assigned through the squad resource identifier workflow aren’t automatically granted customer success roles. An administrator must manually assign the appropriate role to enable record access.

    To assign customer success roles to users using the ServiceNow AI Platform user administration feature, see Assign a role to a user.

    Squad resource identifier agentic workflow

    To access the use case:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Squad Resource Identifier.

    To create a use case, 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 agent used in the Squad resource identifier agentic workflow

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

    Table 1. AI agent and their role in the Squad resource identifier agentic workflow
    AI agent AI agent role
    User resource recommender AI agent Analyzes user data to identify the most relevant candidates, ranks them by priority, and automatically populates the input record with top-performing users.

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