---
sourceDocument: Brazil Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/intelligent-experiences

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# RMA Assistant AI agent

# RMA Assistant AI agent {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
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/sa1bdHN6FqAGJmyqCFbo6w "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/TTPcY_6jqFaCPLWj8oH1fQ "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=brazil&pubname=brazil-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=brazil&pubname=brazil-customer-service-management&ft:locale=en-US).