---
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


---

# Support renewals and expansion

# ServiceNow Otto for Telecommunications, Media, and Technology (TMT) Support renewals and expansion {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Assess engagements and contracts due for renewal, analyze trends, and recommend renewal strategies.

## Support renewals and expansion agentic workflow overview {#now-assist-tmt-renewal-analyzer__section_kvk_gms_fgc}

The Support renewals and expansion agentic workflow enables customer success agents to assess the health, value, and product adoption of an engagement or contract. It provides data-driven insights and renewal play
recommendations and enables customer success agents to manage multiple customer engagements efficiently. The workflow uses the Renewal Insight Engine skill to evaluate individual product metrics, health score trends,
usage trends, and value scores at both the engagement and contract level. See [Renewal insight engine skill in ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/dMyRN1h6MnCTO6LhZH_a4Q "Analyzes the renewal likelihood and expansion potential of an engagement or contract and generates recommended actions.") for details.  
Customer success managers can use the Support renewals and expansion agentic workflow to:

* Track how much value has been delivered since onboarding.
* Measure progress against goals and service delivery metrics.
* Retrieve and calculate health and adoption scores.
* Analyze trends to support informed adoption and engagement decisions.
* Generate renewal likelihood assessments and expansion potential at the engagement and contract level.
* Receive up to three recommended actions, each with a specific play type, target product, priority, and reasoning.

When a contract is due to expire in 90 days, the customer success manager receives a notification and the workflow is automatically triggered. The customer success manager can monitor the progress 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) and select one of the following scans: Value, Health, Usage, Value \& Health, Health \& Usage, Value \& Usage, or Value \& Usage \& Health.

When the workflow is completed, two reports are generated for the engagement and the associated contract with the following details: renewal likelihood, expansion potential, recommended actions, adoption trend, health
trend, and value score. You can then select the appropriate renewal play based on the report.

Agentic workflows included with the base system are read-only. 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.").