---
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


---

# Monitor engagement health

# ServiceNow Otto for Telecommunications, Media, and Technology (TMT) monitor engagement health agentic workflow {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Monitor engagement health scores and metric trends. The workflow generates risk signals when a decline is detected.

## Monitor engagement health agentic workflow overview {#now-assist-tmt-monitor-health__section_ysd_vcr_1fc}

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. If a declining
pattern is detected, a risk signal or a risk occurrence 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 [ServiceNow Otto panel](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).  
You can view the risk signals and occurrences that have been created by navigating to the [Risk signals](https://www.servicenow.com/docs/MmD0q1nUACdK_VP58Qxfbw "Create a risk signal to identify any risk or issues that can occur during the engagement lifecycle.") page. For risks created using the agentic workflow, the following field values are displayed:

* Category: Health declined
* Creation method: AI generated

The agentic workflow only monitors engagements for which the AI Health Monitor flag has been enabled. To configure this workflow, 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.").