---
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


---

# Renewal insight engine skill

# Renewal insight engine skill in ServiceNow Otto for Telecommunications, Media, and Technology (TMT) {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Analyzes the renewal likelihood and expansion potential of an engagement or contract and generates recommended actions.

## Before you begin

Role required: `sn_acct_lc.customer_success_agent`

## About this task

The Renewal insight engine skill evaluates individual product metrics, health metrics, health score trends, usage trends, and value scores to generate renewal assessments. The skill provides a granular analysis by evaluating data at the product level rather than using aggregated scores. It's automatically triggered by the Support renewals and expansion workflow (see [ServiceNow Otto for Telecommunications, Media, and Technology (TMT) Support renewals and expansion](https://www.servicenow.com/docs/U2IjQ42QEl7ya3rzlZI7dQ "Assess engagements and contracts due for renewal, analyze trends, and recommend renewal strategies.")) and runs in two modes:

* **Engagement mode:** analyzes all products and health metrics for the overall engagement and generates renewal likelihood, expansion potential, and up to three recommended actions for the engagement.
* **Contract mode:** analyzes contract-specific products while also considering overall engagement health and non-contract products, generating the same outputs for the contract.

## Procedure

1. Navigate to AllAI Admin HubAI Skills.
2. Select Activate in the Renewal Insight Engine card.
3. Select the user role that can use this skill and select Save to activate the skill.  
   The skill is automatically triggered when the Support renewals and expansion agentic workflow runs. When the workflow completes, it generates:
   * **Renewal likelihood:** an assessment (Very High, High, Moderate Risk, At Risk, or Critical Risk) and the key factors that influenced it.
   * **Expansion potential:** an assessment (Strong, Moderate, or Limited), the probability, and target products identified for expansion.
   * **Recommended actions:** up to three actions as internal or customer plays, each with a target product, priority, and reasoning. The renewal assessment report is automatically added to the work notes of the generated internal play records.

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