--- 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 --- # RMA Assistant AI agent # RMA Assistant 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 RMA Assistant AI agent The RMA Assistant AI agent is designed to assist both customers and human agents in managing Return Merchandise Authorization (RMA) cases related to product returns, repairs, and replacements. It streamlines the RMA process by guiding users through case creation and processing steps, ensuring empathetic communication, and facilitating smooth handoffs to human agents when necessary. Show full answer Show less ## Key Features * **Empathetic Interaction:** The agent acknowledges customer concerns empathetically and informs users when their needs are not fully met by the AI, prompting a transfer to a human agent upon confirmation. * **Off-Topic Handling:** If users ask questions outside the RMA scope, the agent politely redirects them and offers to connect to a live agent, closing the interaction with a summary if no agents are available. * **Configurable Access Controls:** Administrators can enable or disable third-party AI agent access and AI specialist access, allowing fine-tuned control over who can interact with or configure the agent. * **Long-Term Memory Support:** When enabled, the agent retains context from previous user interactions to improve conversation relevance and continuity. * **Integrated Toolset:** The agent leverages multiple tools to perform tasks like product lookup, case creation and updates, entitlement checks, fetching request reason codes, sending summary emails, and updating interaction records. * **User Role and Data Access:** Access is limited to users with specific roles related to customer service management for RMA cases, ensuring appropriate data security and compliance. * **Channel Integration:** The AI agent can be configured for use in Virtual Agent or ServiceNow Otto panel environments via the Assistant Designer. ## Practical Application for ServiceNow Customers ServiceNow customers can deploy the RMA Assistant AI agent to automate and enhance the handling of product return and repair requests. The agent improves customer experience by providing empathetic, guided support while ensuring complex or off-topic issues are escalated efficiently to human agents. Its configurable settings allow organizations to control access and memory features according to their operational needs. Additionally, the integration with ServiceNow's tools and channels facilitates seamless workflow execution and consistent case management within the Customer Service Management framework. This AI agent helps customers and human agents with RMA case creation and processing for product returns, repairs, and replacements. ## Workflow {#csm-rma-rma-assistant-ai-agent__zsmdlwierhjt} The agent helps users complete RMA tasks. 1. Acknowledge concerns empathetically. 2. Inform the user, "I understand this isn't fully addressing your needs." 3. Wait for acknowledgment. 4. Transfer to human agent. 5. End chat only after confirmation. 6. If user asks off-topic questions: Inform politely that this is not part of the RMA Case flow and offer to connect to live agent at the end. 7. After live agent chat ends, or if no agents are found, close the flow smoothly with summary. {#csm-rma-rma-assistant-ai-agent__ol_hcp_qwx_njc} {#csm-rma-rma-assistant-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 : Check Product Exceptions : Check user has a Customer role : Create case line entitlements : Create RMA Case : Create RMA Case Line : Customer identification : Fetch Request Reason Code values : Fetch the associated case lines : Get the available entitlements : Get the Recommendations : Move case to Request info : Move case to WIP : Product Lookup : RMA Case lookup : Send summary email for RMA case : Update case lines : Update interaction record with account and contact : Update RMA case : Update RMA Case state : Valid RMA case number Topic Block : Fetch User Context | | Allowed user roles The specific user roles that can access this AI agent. | sn_csm_rma_case.csm_rma_case_agent, sn_customerservice.customer | | Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | Not defined. | | 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 | Not applicable. | [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).