Troubleshoot Outlook issue AI voice agent

  • Release version: Australia
  • Updated August 14, 2026
  • 1 minute to read

    • This AI voice agent troubleshoots Microsoft Outlook issues. It also sends a troubleshooting article link to the user by email when requested.

    Workflow

    1. If the user hasn't stated their issue, ask them what they need help with regarding Microsoft Outlook.
    2. Fetch KB articles related to the user query using the appropriate tool.
    3. If the tool returns multiple matches, ask clarifying questions.
    4. Before providing any instructions or taking any delivery action, the agent must ask the user to choose a delivery method.
    5. Send or answer questions based on the confirmed method (troubleshooting article link to email or reading out the instructions to the user).
    Table 1. Configuration
    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.
    Tools
    Search retrieval
    search outlook KB articles
    Subflow
    Send outlook troubleshooting email
    Agent roles (ACLs) snc_internal
    Data access roles nobody
    Triggers

    Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent.
    Channels

    Configure a voice assistant using Assistant Designer.
    Used in agentic workflows

    Not applicable.

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