---
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


---

# Troubleshooting steps identification AI agent

# Troubleshooting steps identification AI agent {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
An AI agent responsible for gathering required context, identifying troubleshooting steps by comparing with KBs, similar cases and standard operating manuals, and proposing additional troubleshooting steps.

## Workflow {#csm-troubleshooting-steps-identification-ai-agent__zsmdlwierhjt}

The agent helps users complete tasks related to troubleshooting steps identification.

1. Retrieve case details and identify troubleshooting actions already attempted by the user to avoid duplication.
2. Search for relevant troubleshooting guidance from similar cases and knowledge articles using the case description. If no relevant results are found, exit with the predefined message.
3. Analyze retrieved cases and knowledge articles to extract actionable troubleshooting steps with correct source attribution.
4. Identify and process any related documents linked to the search results, applying deterministic document selection logic and extracting troubleshooting steps when documents exist.
5. Combine troubleshooting steps from cases, knowledge articles, and documents, then remove steps already attempted by the user or semantically equivalent duplicates.
6. Present only unique, value-added troubleshooting recommendations in a structured format, clearly separating top recommendations, additional suggestions, and a fully hyperlinked sources section.
7. Ask for confirmation before updating work notes, update them only upon approval, display the exact confirmation message when successful, and then exit the workflow.
{#csm-troubleshooting-steps-identification-ai-agent__ol_hcp_qwx_njc}  
{#csm-troubleshooting-steps-identification-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 :   Get case details using number and fields :   Get document list using comma separated list of 'Id' values :   Update the work notes of the case Subflows :   Get case details using number and fields :   Submit and Fetch Results Search retrieval :   Get relevant knowledge articles :   Get Similar Cases |
| Allowed user roles The specific user roles that can access this AI agent. | sn_esm_agent |
| Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | sn_customerservice_agent, sn_customerservice.consumer_agent, platform_ml_di.creation_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/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).