--- 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 --- # Success risk solution AI agent # Success risk solution 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 Success risk solution AI agent The Success risk solution AI agent helps ServiceNow customers proactively address unaddressed risk signals by identifying and initiating success plays. It leverages machine learning similarity, AI Search, or decision tables to find appropriate solutions and automates the start of solution flows for selected risks. This agent enhances risk management by guiding users through solution creation, ensuring risks are mitigated effectively. Show full answer Show less ## Workflow * The agent retrieves solutions related to the selected risk signal. * If no solutions are found, the user is directed to the success play catalog to add an ad hoc success play, ending the session. * The agent checks required inputs for each solution flow and prompts the user for these inputs in a logical sequence. * Using the provided input values, the agent initiates the solution flows for the risk. * The process repeats for each solution associated with the risk. * The user is informed when solution creation begins and is given a link to the success play catalog for further actions. ## Configuration and Access * **Third-party Access:** Can be enabled to allow third-party AI agents to use this agent (disabled by default). * **AI Specialist Access:** When enabled, AI specialists have additional configuration options for input mapping and response templates (disabled by default). * **Long-term Memory:** Enables use of previous user interactions as context for the language model; off by default but configurable. * **Tools Used:** Includes flow actions for checking inputs, scripting to create solutions, and retrieving catalog links. * **User Roles:** Access is controlled by specific user and data access roles (e.g., snacctlc.customersuccessagent). * **Triggers and Channels:** Optional triggers can be defined by administrators, and the agent can be configured for Virtual Agent or ServiceNow Otto panel integrations. ## Practical Benefits for ServiceNow Customers * Automates the identification and initiation of risk mitigation actions, saving time and reducing manual effort. * Ensures risk solutions are applied consistently by guiding users through required inputs and workflows. * Provides flexibility to extend or customize success plays via the success play catalog. * Supports integration with conversational interfaces, enhancing accessibility and user experience. The agent resolves unaddressed risk signals. It identifies success plays based on machine learning similarity, AI Search, or a decision table, and starts the solution flows for the selected risk. ## Workflow {#tmt-success-risk-solution-ai-agent__xtivnkfbcegq} The agent helps the user address a risk signal by starting solutions for it. 1. Retrieve the solutions for the selected risk. 2. If no solutions are found, display a link to the success play catalog so that the user can add an ad hoc success play, and end the session. 3. Check the required inputs for each selected solution flow. 4. Ask the user for each input value, in a logical order such as start date before end date. 5. Start the solution for the risk with the values that the user provided. Repeat for each selected solution. 6. Tell the user that solution creation has started, and display a link to the success play catalog for adding an ad hoc success play. {#tmt-success-risk-solution-ai-agent__ol_dik_qtn_gwy} {#tmt-success-risk-solution-ai-agent__xtivnkfbcegq__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 | Flow Action : Check for required user inputs Script : Create solution for risk using flow : Get success catalog link Topic : Retrieve risk solutions | | 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 | [Recommend risk signal solutions agentic workflow](https://www.servicenow.com/docs/access?context=now-assist-tmt-resolve-risk&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).