---
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


---

# ServiceNow Otto agentic workflows

# ServiceNow Otto agentic workflows {#ariaid-title1}

Release version: Brazil  
Updated September 22, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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.

The following agentic workflows are available for Customer Success Management. Each workflow's full overview is documented in the Using section, next to the record and skill it pairs with.

Monitor engagement health
:   Monitors the health score of active engagements and generates risk signals when a decline is detected. See [Dashboards](https://www.servicenow.com/docs/l7h8WbDTKyeqQr9cwOMLXA "Monitor engagement health, portfolio performance, and risk trends using the customer success dashboards.").

Recommend risk signal solutions
:   Analyzes unaddressed risk signals and recommends solutions with minimal user intervention. See [Risk and issues page](https://www.servicenow.com/docs/yYipXTbk~pf5kG~O99v~Ow "This page provides detailed information about a risk signal including risk occurrences, threshold values, and risk solution.").

Draft and schedule touchpoint meetings
:   Creates and schedules a touchpoint meeting automatically when a risk signal's probability is high. See [Touchpoints](https://www.servicenow.com/docs/UTVO5yO0_7Bsk6pZ3lDMQA "Plan, log, and track customer interactions throughout the engagement lifecycle using touchpoint records.").

Support renewals and expansion
:   Assesses engagement and contract health, value, and adoption, and recommends renewal and expansion plays. See [Manage engagements](https://www.servicenow.com/docs/QiFadKufX~wRRnBl6EoJrA "Create and manage customer engagements, success blueprints, touchpoints, risk signals, and success plays throughout the customer success journey.").

Squad resource identifier
:   Identifies and recommends internal experts to support success plays, initiatives, or escalations, based on skill set, region, and availability. See [Manage engagements](https://www.servicenow.com/docs/QiFadKufX~wRRnBl6EoJrA "Create and manage customer engagements, success blueprints, touchpoints, risk signals, and success plays throughout the customer success journey.").

Product release email communication
:   Drafts, refines, and distributes product release announcement emails to customers when a Digital Product Release record is completed. See [Touchpoints](https://www.servicenow.com/docs/UTVO5yO0_7Bsk6pZ3lDMQA "Plan, log, and track customer interactions throughout the engagement lifecycle using touchpoint records.").

Agentic workflows included with the base system are read-only. Before you use one, you must duplicate it and adjust the settings for your instance. 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).

To activate and configure these workflows, see [Configure agentic workflows for Customer Success Management](https://www.servicenow.com/docs/qK~BFUv8ylsEc5fDADatkA "Duplicate and activate the Customer Success Management agentic workflows, and complete any additional setup a specific workflow requires.").
**Related concepts**   

* [Dashboards](https://www.servicenow.com/docs/l7h8WbDTKyeqQr9cwOMLXA "Monitor engagement health, portfolio performance, and risk trends using the customer success dashboards.")
* [Manage engagements](https://www.servicenow.com/docs/QiFadKufX~wRRnBl6EoJrA "Create and manage customer engagements, success blueprints, touchpoints, risk signals, and success plays throughout the customer success journey.")
* [Touchpoints](https://www.servicenow.com/docs/UTVO5yO0_7Bsk6pZ3lDMQA "Plan, log, and track customer interactions throughout the engagement lifecycle using touchpoint records.")
* [Configure agentic workflows for Customer Success Management](https://www.servicenow.com/docs/qK~BFUv8ylsEc5fDADatkA "Duplicate and activate the Customer Success Management agentic workflows, and complete any additional setup a specific workflow requires.")