RMA Assistant AI agent

  • Release version: Australia
  • Updated August 14, 2026
  • 2 minutes to read

    • This AI agent helps customers and human agents with RMA case creation and processing for product returns, repairs, and replacements.

    Workflow

    The agent helps users complete RMA tasks.
    1. Acknowledge concerns empathetically.
    2. Inform the user, "I understand this isn't fully addressing your needs."
    3. Wait for acknowledgment.
    4. Transfer to human agent.
    5. End chat only after confirmation.
    6. If user asks off-topic questions: Inform politely that this is not part of the RMA Case flow and offer to connect to live agent at the end.
    7. After live agent chat ends, or if no agents are found, close the flow smoothly with summary.
    Table 1. Configuration
    Field Description
    Allow third party to access this AI agent

    When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the External discoverable field.
    Allow AI specialists to access this AI agent

    When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the Specialist enabled field.
    Manage long-term memory

    When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see ServiceNow Otto AI agents reference.
    Tools
    Script
    Check Product Exceptions
    Check user has a Customer role
    Create case line entitlements
    Create RMA Case
    Create RMA Case Line
    Customer identification
    Fetch Request Reason Code values
    Fetch the associated case lines
    Get the available entitlements
    Get the Recommendations
    Move case to Request info
    Move case to WIP
    Product Lookup
    RMA Case lookup
    Send summary email for RMA case
    Update case lines
    Update interaction record with account and contact
    Update RMA case
    Update RMA Case state
    Valid RMA case number
    Topic Block
    Fetch User Context
    Agent roles (ACLs) sn_csm_rma_case.csm_rma_case_agent, sn_customerservice.customer
    Data access roles

    Not defined.
    Triggers

    Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent.
    Channels

    Configure an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer.
    Used in agentic workflows

    Not applicable.

    Learn more about Customer Service Management at Customer Service Management.