--- 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 --- # Product adoption roadmap AI agent # Product adoption roadmap AI agent {#ariaid-title1} Release version: Australia Updated October 27, 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 Product adoption roadmap AI agent The Product adoption roadmap AI agent automates the creation of a tailored product adoption roadmap for customers by analyzing engagement data and leveraging insights from similar engagements. It aligns the roadmap with the customer's goals, timeline, and product usage, enhancing customer success management efforts without requiring manual input from the user. Show full answer Show less ## How It Works * The agent collects details about the current engagement, including sold products and customer success information. * It searches for similar past engagements; if none are found, it proceeds to create a new roadmap from scratch. * When similar engagements exist, it selects the best match and references their roadmaps to inform the new one. * The roadmap lanes and items are rearranged to reflect the specific customer goals, timing, and product usage. * The agent then provides a link to the created roadmap along with a brief summary of the adjustments made. * Finally, it prompts the user for any questions about the roadmap arrangement before ending the session. ## Configuration and Access Administrators can configure access controls and features for the AI agent, including: * **Third-party access:** Disabled by default; can be enabled to allow external AI agents to use this agent. * **AI specialist access:** Disabled by default; enabling this allows specialists to configure input-output mappings and response templates. * **Long-term memory:** Disabled by default; when enabled, the agent uses all previous interactions as context to improve responses. These settings are managed via system properties and AI Agent configuration tables. ## Capabilities and Roles * The agent can identify similar engagements, collect contextual data, create and update product adoption roadmap entities, and retrieve the roadmap link. * Access to the agent's functions is controlled by user roles, with the primary data access role being `snacctlc.customersuccessagent`. ## Integration and Usage The agent can be integrated into Virtual Agent or ServiceNow Otto panels using Assistant Designer and is utilized within agentic workflows dedicated to product adoption roadmaps. It supports customer success teams by streamlining roadmap creation, ensuring alignment with customer objectives, and facilitating proactive engagement management. The agent creates a product adoption roadmap for a customer. It analyzes the engagement and similar engagements, creates the roadmap, and arranges lanes and items to match the customer's goals. ## Workflow {#tmt-product-adoption-roadmap-ai-agent__uklyalpooiwg} The agent creates a product adoption roadmap for an engagement without asking the user for inputs. 1. Collect the engagement details, including the sold products and other customer success information, and analyze them. 2. Identify similar engagements. If none exist, skip to creating the roadmap. 3. Collect data for the similar engagements and select the one that best matches the provided engagement. 4. Look up the roadmaps of the selected engagement and select the one that best matches the requested roadmap name and description. 5. Create the product adoption roadmap, using the similar roadmap as a reference when one is found. 6. Rearrange the lanes and items so that they reflect the customer's goals, timeline, and product usage, and update the roadmap. 7. Display a link to the roadmap and a short summary of the rearrangements. 8. Ask whether the user has questions about the arrangement, then end the session. {#tmt-product-adoption-roadmap-ai-agent__ol_nwd_gow_pdo} {#tmt-product-adoption-roadmap-ai-agent__uklyalpooiwg__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 | Capability : Identify similar engagements Script : Collect contextual data for provided engagement : Collect contextual data for similar engagements : Create product adoption roadmap entities : Look up product adoption roadmap details : Perform scripted update on roadmap entities : Retrieve created product adoption roadmap link | | Allowed user roles The specific user roles that can access this AI agent. | Not defined. | | Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | sn_acct_lc.customer_success_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 | [Product adoption roadmap agentic workflow](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-par-roadmap&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US) | [Table 1. Configuration] Learn more about Customer Success Management at [Customer Success Management](https://www.servicenow.com/docs/access?context=account-lifecycle-events-landing&version=australia&pubname=australia-acct-lifecycle-events&ft:locale=en-US).