--- 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 --- # Order fallout AI Agent # Order fallout 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 Order fallout AI Agent The Order fallout AI Agent is designed for Sales Customer Relationship Management in ServiceNow. It automatically analyzes order task comments and work notes to identify issues by matching them against known fallout types. When matches occur, it creates fallout records and provides a summary of the actions taken. This helps streamline the identification and management of order-related problems, improving order fulfillment and customer satisfaction. Show full answer Show less ## How It Works * Retrieves details for a specified order task number. * Fetches the list of recognized fallout types from the system. * Compares work notes to these fallout types and creates fallout records for any matches found. * Outputs a summary of all processing steps, including any created fallout records or indicates if none were identified. ## Configuration and Access The AI agent's behavior and accessibility can be configured via several settings: * **Third-party access:** Can be enabled to allow external AI agents to use this agent (disabled by default). * **AI specialist access:** Enables AI specialists to configure additional tools and templates for this agent (disabled by default). * **Long-term memory:** Option to use all prior user interactions as context for the language model, enhancing accuracy (disabled by default). These settings are managed through specific configuration tables and system properties within ServiceNow. ## Roles and Permissions Access to the Order fallout AI Agent is controlled by specific user and data roles. These comprehensive role assignments ensure that only authorized users and service roles can operate the agent and access associated data, maintaining security and compliance within your ServiceNow environment. ## Practical Benefits for ServiceNow Customers * Automates detection and recording of order fallout issues, reducing manual effort. * Provides quick visibility into order task problems for faster resolution. * Integrates with existing ServiceNow roles and permissions to safeguard sensitive data. * Configurable access and advanced features allow tailoring to organizational needs and workflows. This Sales Customer Relationship Management agent analyzes order task comments and work notes to detect issues matching known fallout types, creates fallout records for any matches, and summarizes the results. ## Workflow {#som-order-fallout-ai-agent__zsmdlwierhjt} 1. Fetch the task details for the given order task number. 2. Get the list of recognized fallout types from the system. 3. Compare the work notes against available fallout types and create any matching fallouts that are identified. 4. Display a summary of all steps taken, including any created fallout numbers, or note that none were found. {#som-order-fallout-ai-agent__ol_h1d_l5d_1kc} {#som-order-fallout-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 | Scripts : Create validated and confirmed fallouts : Find all available fallout types : Find all notes for order task | | Allowed user roles The specific user roles that can access this AI agent. | sn_somt_gen_ai.sales_and_order_fulfillment_ai_agent | | Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | actsub_user, agent_schedule_user, agent_workspace_user, app_service_user, assignment_workbench, awa_agent, baseline_user, canvas_user, chat_admin, cmdb_ms_user, cmdb_query_builder, cmdb_query_builder_read, cmdb_read, data_manager_user, decision_table_reader, demand_user, dependency_views, document_management_user, email_client_template_read, email_composer, fsm_skill_user, interaction_agent, inventory_user, it_demand_user, it_project_portfolio_user, it_project_user, knowledge, notify_view, now_assist_panel_user, personalize_form, planning_console_user, platform_ml_di.creation_agent, platform_ml_read, pps_resource, project_portfolio_user, project_user, prompt_library_user, quickactions_user, service_fulfiller, skill_user, sn_ai_filter_assist.user, sn_ai_filter_tracker.user, sn_apptmnt_booking.appointment_booking_user, sn_bm_client.benchmark_data_viewer, sn_change_read, sn_cmdb_user, sn_csm_case_types.service_definition_viewer, sn_csm_household.viewer, sn_csm_pricing.pricelist_viewer, sn_customerservice.case_viewer, sn_customerservice.consumer_agent, sn_customerservice.csm_workspace_user, sn_customerservice.customer_data_viewer, sn_customerservice_agent, sn_esm_agent, sn_fallout_mgmt.fallout_agent, sn_fallout_mgmt.fallout_creator, sn_fallout_mgmt.fallout_viewer, sn_gaf.data_viewer, sn_gaf.data_writer, sn_gd_guidance.guidance_user, sn_gf.goal_user, sn_gf.goal_user_read, sn_gf.strategy_planner, sn_gf.strategy_planner_read, sn_ind_tmt_orm.fulfillment_viewer, sn_ind_tmt_orm.fulfillment_viewer, sn_ind_tmt_orm.fulfillment_writer, sn_ind_tmt_orm.order_creator, sn_ind_tmt_orm.order_fulfilment_agent, sn_ind_tmt_orm.order_fulfilment_agent, sn_ind_tmt_orm.order_viewer, sn_itam_recomm.recommendations_read, sn_l2c_core.entity_mapping_viewer, sn_lookup_verify_user, sn_nb_action.next_best_action_user, sn_ord_qual_mgmt.alternate_proposal_create, sn_ord_qual_mgmt.alternate_proposal_read, sn_ord_qual_mgmt.alternate_proposal_write, sn_prd_invt.product_inventory_operations_read, sn_prd_invt.product_inventory_relationship_create, sn_prd_invt.product_inventory_relationship_read, sn_prd_invt.product_inventory_relationship_write, sn_prd_invt.product_inventory_viewer, sn_prd_pm.characteristics_viewer, sn_prd_pm.product_catalog_viewer, sn_prd_pm.product_model_characteristic_viewer, sn_pss_core.service_contract_viewer, sn_query_gen.user, sn_req_criteria.viewer, sn_service_org.customer_criteria_read, sn_service_org.service_criteria_read, sn_shn.editor, sn_shn.user, sn_sla_definition_read, sn_somt_gen_ai.sales_and_order_fulfillment_ai_agent, sn_sow.sow_home, sn_sow.sow_list, sn_sow.sow_user, sn_sttrm_condition_read, sn_templated_snip.template_snippet_reader, sn_tmt_core.inbound_queue_read, sn_tmt_core.outbound_request_read, sn_tmt_core.outbound_request_write, sn_udc.basic_read, sn_uib_collab.user, sn_uxc_gen_ai.platform_ai_image_processor, sn_uxc_gen_ai.platform_ai_record_mgmt, sn_workflow_studio.workflow_studio_read, survey_reader, task_activity_reader, task_activity_writer, task_editor, template_editor, template_read_global, territory_user, timecard_user, view_changer, wm_basic, wm_read, workspace_user | | 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 | Not defined. | | Used in agentic workflows | Not applicable. | [Table 1. Configuration] Learn more about Sales Customer Relationship Management at [Sales Customer Relationship Management](https://www.servicenow.com/docs/access?context=order-mgt-overview&version=australia&pubname=australia-order-management&ft:locale=en-US).