--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Complaint case research plan AI agent # Complaint case research plan AI agent {#ariaid-title1} Release version: Australia Updated August 14, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Complaint case research plan AI agent The Complaint Case Research Plan AI Agent is designed to assist ServiceNow customers in efficiently managing complaint cases marked as "Under Review." It analyzes these cases to identify previously attempted troubleshooting steps and recommends new solutions by referencing similar closed cases and relevant knowledge articles. This agent enhances case resolution by prioritizing and presenting actionable suggestions with proper source attribution, updating work notes, and generating case task plans based on proven successful patterns. Show full answer Show less ## Key Features * **Case Analysis and Retrieval:** Retrieves detailed case information and displays any previously attempted troubleshooting steps. * **Recommendation Engine:** Searches for similar complaint cases and knowledge articles to generate a unique list of troubleshooting steps tailored to the current case. * **User Interaction:** Presents prioritized suggestions to users with links to sources and asks for confirmation before adding recommended case tasks. * **Workflow Integration:** Updates work notes and creates case task plans that align with successful resolution patterns, filtering out redundant recommendations. * **Configuration Controls:** Allows enabling or disabling third-party AI agent access, AI specialist access, and long-term memory usage to customize agent behavior. * **Role-Based Access:** Access is controlled via specific user roles (sncustomerserviceagent, sncustomerservice.consumeragent) ensuring proper data security and permissions. * **Tool Integration:** Utilizes scripts and search retrieval tools such as creating case tasks, fetching case details, updating work notes, and searching for relevant cases and knowledge articles. ## Practical Benefits for ServiceNow Customers * Accelerates complaint case handling by providing relevant, data-driven troubleshooting suggestions. * Improves resolution quality and consistency by leveraging historical case data and knowledge base articles. * Reduces manual research effort for agents, enabling faster case closure. * Supports customization through configuration settings and role-based access to tailor the agent's functionality to organizational needs. * Integrates seamlessly with existing case management workflows, ensuring smooth adoption and minimal disruption. Analyzes "Under Review" complaint cases to identify previously attempted troubleshooting steps and recommends new solutions from similar closed cases and knowledge articles. Prioritizes relevant suggestions, presents them with source attribution, updates work notes, and creates case task plans based on successful resolution patterns. Filters redundant recommendations and ensures proper workflow integration within case management systems. ## Workflow {#csm-cc-complaint-case-research-plan-agent-ai-agent__zsmdlwierhjt} The agent helps users complete tasks related to complaint case research plan agent. 1. Retrieve case details. 2. Display previously attempted troubleshooting steps, if applicable. 3. Search for similar cases and knowledge articles. 4. Analyze troubleshooting steps and similar cases. 5. Generate a list of unique troubleshooting steps and present it to the customer, including links to sources. 6. Ask customer if they want to add these case tasks to the case. 7. Confirm with user and end the process. {#csm-cc-complaint-case-research-plan-agent-ai-agent__ol_hcp_qwx_njc} {#csm-cc-complaint-case-research-plan-agent-ai-agent__zsmdlwierhjt__entry__2} | Field | Description | |-|-| | Allow third party to access this AI agent | When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs \[sn_aia_agent_config\] table on the External discoverable field. | | Allow AI specialists to access this AI agent | When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs \[sn_aia_agent_config\] table on the Specialist enabled field. | | Manage long-term memory | When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see [ServiceNow Otto AI agents reference](https://www.servicenow.com/docs/MUqSU8rHp3ao~q3QEWgHkA "Find more information about user roles, tables, and the different properties that are installed in ServiceNow Otto AI agents."). | | Tools | Script : Create case tasks : Get case details using number and fields : Get case task details : Update worknotes Search retrieval : Get Similar complaint cases and Relevant knowledge articles | | Allowed user roles The specific user roles that can access this AI agent. | sn_customerservice_agent, sn_customerservice.consumer_agent | | Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | sn_customerservice_agent, sn_customerservice.consumer_agent | | Triggers | Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://www.servicenow.com/docs/NXqRJBQV_Vw00FEzklcAJw "In the guided setup for an AI agent, add triggers to run the AI agent automatically when certain conditions are met."). | | Channels | Configure an assistant for Virtual Agent or ServiceNow Otto panel using [Assistant Designer](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). | | Used in agentic workflows | Accelerate Complaint Case Handling | [Table 1. Configuration] Learn more about Customer Service Management at [Customer Service Management](https://www.servicenow.com/docs/access?context=c_CustomerServiceManagement&version=australia&pubname=australia-customer-service-management&ft:locale=en-US).