Now Assist for Telecommunications, Media and Technology (TMT) Monitor engagement health agentic workflow

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Now Assist for Telecommunications, Media and Technology (TMT) Monitor Engagement Health Agentic Workflow

    The Monitor engagement health agentic workflow in Now Assist enables customer success managers to track the health scores and metric data trends of up to 10 active customer engagements over the past 6 weeks. When a decline in engagement health is detected, the workflow generates risk signals or updates existing risk occurrences to proactively highlight potential issues.

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    This workflow runs on a weekly schedule and displays results in the Now Assist panel. Risk signals created by the workflow are categorized as "Health declined" and marked as AI-generated. Users can review these signals on the Risk signals page for further action.

    Key Features

    • Data Trend Analysis: Monitors individual metric trends used in health score calculation to detect declines.
    • Risk Signal Generation: Automatically creates risk signals or updates risk occurrences when health deterioration is identified.
    • Role Masking and Security: Uses predefined roles to control workflow privileges and requires configuring security controls and data access for designated users.
    • Configurable Monitoring Scope: By default, monitors individual metrics, but can be set to track only the overall health score by adjusting a system property.
    • Health Score Context and Color Banding: Supports defining different color-coded health score ranges based on context, enabling tailored health assessments per customer or metric.
    • AI Agent Integration: Utilizes the Success health monitor AI agent to retrieve engagement data, identify trends, and trigger risk signals.

    Practical Application and Configuration

    • Before running the workflow, activate the Analyze metric data trend skill to gather necessary metric data.
    • Enable the AI Health Monitor flag for each engagement you want to monitor; each customer success manager can enable up to 10 engagements.
    • Activate the Monitor engagement health flow to schedule the workflow execution.
    • Adjust the sncustsuccaiagentenablehealthmonitormetrics system property if you prefer monitoring only overall health scores instead of individual metrics.
    • Define health score color banding ranges in context-specific color banding tables to customize how health data is interpreted and visualized.
    • Ensure security roles and data access permissions are appropriately configured to allow designated users to view and interact with generated risk signals.

    Benefits for ServiceNow Customers

    This workflow empowers customer success teams to proactively monitor engagement health using AI-driven insights, enabling early detection of declining trends. By automating risk signal creation and summarizing health trends, it helps prioritize interventions, improve customer satisfaction, and reduce churn risk. The customizable monitoring parameters and security controls ensure the workflow can be tailored to organizational needs while maintaining compliance and data privacy.

    Use the Monitor engagement health agentic workflow to monitor the health score of engagements and their associated metric data trends, and generate risk signals when a decline is detected.

    Important:
    Before you run this agentic workflow, you must activate the Analyze metric data trend skill to collect the metric data that is to be evaluated.

    Monitor engagement health agentic workflow overview

    Customer success managers can monitor the health score of up to 10 active engagements and summarize the health trend for the past 6 weeks. Each metric used to calculate the health score is monitored, and if a declining pattern is detected, a risk signal or a risk occurrence (for an existing risk signal) is generated. A summary indicating the number of risk signals created and the health score range is generated. The Monitor engagement health agentic workflow is triggered weekly based on a predefined schedule and the results are displayed in the Now Assist panel.

    You can view the risk signals and occurrences that have been created by navigating to the Risk signals page. For risks created using the agentic workflow, the following field values are displayed:
    • Category: Health declined
    • Creation method: AI generated

    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 monitor engagement health agentic workflow

    • To run the agentic workflow as a scheduled job, you must activate the Monitor engagement health flow. See Activate a flow for details.
    • The agentic workflow monitors only the engagements for which AI Health Monitor flag has been enabled. Each customer success manager can enable a maximum of 10 engagements. For instructions on enabling this flag, see Create an engagement.
    • By default, the health score of each individual metric is monitored. If you want to monitor only the overall health score across all engagements, you need to update the sn_cust_succ_ai_agent_enable_health_monitor_metrics system property by following these steps:
      • Navigate to All and enter sys_properties.LIST in the search field.
      • Select the sn_cust_succ_ai_agent_enable_health_monitor_metrics property.
      • Set the Value field to false. When this property is disabled, the agentic workflow will monitor the overall health score instead of the individual metrics.
    • For any new or existing health definitions, you must specify the Context for the Data source to indicate how the color banding range will be applied. Based on the Context, you can define different color banding ranges that can be used for the health score. For example, you can configure different values for the same Data source as follows:
      • Data source 1
        • Data source: Daily collection of NPS
        • Context: Health Metric Configuration: Daily collection of NPS (Global)
        • Min: 80
        • Max: 100
        • Color: Green
        • Category: Good
      • Data source 2
        • Data source: Daily collection of NPS
        • Context: Daily collection of NPS for (Customer X)
        • Min: 0
        • Max: 60
        • Color: Red
        • Category: Poor
      For more details on configuring the color banding table, see Setup the color banding table.

    AI agents used in the Monitor engagement health agentic workflow

    The Monitor engagement health agentic workflow uses specific AI agents to monitor the engagements, analyze the health trend, and generate a health score.

    Table 1. AI agents and their role in the Monitor engagement health agentic workflow
    AI agent AI agent role
    Success health monitor AI agent Retrieves data for all active engagements, identifies trends, and creates a risk signal if a declining pattern is detected.