--- sourceDocument: Brazil Customer Success Management sourceDocumentLink: https://www.servicenow.com/docs/r/acct-lifecycle-events Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Customer Success Management ft:clusterId : - actle bundleId : - actle workflow : - Customer and Industry --- # Configure agentic workflows # Configure agentic workflows for Customer Success Management {#ariaid-title1} Release version: Brazil Updated September 22, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Duplicate and activate the Customer Success Management agentic workflows, and complete any additional setup a specific workflow requires. Role required: admin Agentic workflows included with the base system are read-only. Before you use one, duplicate it and activate it, along with any AI agents and triggers it depends on. See [Duplicate an agentic workflow](https://www.servicenow.com/docs/access?context=clone-aia-usecase&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US) and [Activate an agentic workflow template](https://www.servicenow.com/docs/access?context=activate-aia-use-case&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). This applies to every workflow below; the sections that follow list only what's *additionally* required for that specific workflow. ## Monitor engagement health {#account-lifecycle-otto-workflows-config__section_config_monitor_health} * Activate the Monitor engagement health flow so the workflow runs on its scheduled job. See [Activate a flow](https://www.servicenow.com/docs/access?context=flow-activate&version=brazil&pubname=brazil-build-workflows&ft:locale=en-US). * The workflow only monitors engagements with the AI Health Monitor flag enabled (maximum 10 per customer success manager). See [Create an engagement](https://www.servicenow.com/docs/aUoT6ZVkaASQgmGGEbKEtA "Create an engagement record that centralizes all internal and external activities that are involved in the customer success journey."). * By default, each individual health metric is monitored. To monitor only the overall health score instead, set the sn_cust_succ_ai_agent_enable_health_monitor_metrics system property to false. * For any health definition, specify the Context for the data source to control how color banding is applied. See [Set up the color banding table](https://www.servicenow.com/docs/joOXUKPtHip9bHf7HF2ndQ "Use the color banding table to set up how the engagement health score is visually represented in the Success Landing and Engagement pages."). ## Recommend risk signal solutions {#account-lifecycle-otto-workflows-config__section_config_resolve_risk} * Configure the Engagement risk solutions decision table to map risk categories to Customer Success definitions. See [Using decision tables](https://www.servicenow.com/docs/access?context=using-decision-builder&version=brazil&pubname=brazil-build-workflows&ft:locale=en-US) and [Create a customer success definition record](https://www.servicenow.com/docs/tvcaGx1dp6DwDGTxRGy~2g "Define categories and subcategories for success play workflows."). * The solution subflow must accept a Risk system ID input and return a Generated record output (the table name and sys_id of the solution record). Additional inputs, such as a due date, can be added as needed. ## Support renewals and expansion {#account-lifecycle-otto-workflows-config__section_config_renewal_analyzer} * Activate the Renewal Insight Engine skill; it's inactive by default. See [Activate a skill](https://www.servicenow.com/docs/access?context=activate-skill&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). * Configure the Renewal analysis AI agent's fields: engagement adoption source sysID, contract adoption source sysID, health source sysID, time period, and metric aggregation type. * Set the source and context tables for each sysID in the Data Context Engine. See [Configure the Data context engine](https://www.servicenow.com/docs/BA7ju_EhCEbKb7dqfN2yAA "Configure the Data context engine to collect data from different data sources and associate it with a relevant context table."). ## Draft and schedule touchpoint meetings {#account-lifecycle-otto-workflows-config__section_config_touchpoint_scheduler} * Activate the meeting proposal generator skill on the AI Skills page to trigger this workflow. See [Activate a skill](https://www.servicenow.com/docs/access?context=activate-skill&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). * Configure the generic prompt in the OneExtend Capability table: set Default to True for your LLM provider's Generic Prompt definition. ## Squad resource identifier {#account-lifecycle-otto-workflows-config__section_config_squad_resource} * Assign customer success roles to the squad members this workflow recommends; they aren't granted automatically. See [Assign a role to a user](https://www.servicenow.com/docs/access?context=t_AssignARoleToAUser&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US). * In the workflow's Edit trigger form, turn on Active so the AI agent can trigger autonomously. ## Product release email communication {#account-lifecycle-otto-workflows-config__section_config_product_release_email} * Install the AI Agents for Customer Success Management plugin. See [Plugins activated with Customer Success Management](https://www.servicenow.com/docs/ka1HLMaa0QD0O6GT3RtWYw "Activating Customer Success Management installs the following related plugins, if they aren't already active."). Important: Source topics disagree on this plugin's ID (sn_cust_succ_ai_ag vs. com.sn_cust_succ_ai_agent) --- confirm before publishing. * Activate the product release content generator skill on the AI Skills page. See [Activate a skill](https://www.servicenow.com/docs/access?context=activate-skill&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). **Related concepts** * [ServiceNow Otto agentic workflows](https://www.servicenow.com/docs/TWuBF07TEkbFdmH~MQrD5g "Customer Success Management agentic workflows collect health data, monitor engagement health scores, analyze and resolve risks, support renewals, schedule touchpoint meetings, identify squad resources, and summarize full account context.") **Related topics** * [Duplicate an agentic workflow](https://www.servicenow.com/docs/access?context=clone-aia-usecase&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US)