Order fallout AI Agent

This Sales Customer Relationship Management agent analyzes order task comments and work notes to detect issues matching known fallout types, creates fallout records for any matches, and summarizes the results.

Workflow

1. Fetch the task details for the given order task number.
2. Get the list of recognized fallout types from the system.
3. Compare the work notes against available fallout types and create any matching fallouts that are identified.
4. Display a summary of all steps taken, including any created fallout numbers, or note that none were found.

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	Scripts Create validated and confirmed fallouts Find all available fallout types Find all notes for order task
Agent roles (ACLs)	sn_somt_gen_ai.sales_and_order_fulfillment_ai_agent
Data access roles	actsub_user, agent_schedule_user, agent_workspace_user, app_service_user, assignment_workbench, awa_agent, baseline_user, canvas_user, chat_admin, cmdb_ms_user, cmdb_query_builder, cmdb_query_builder_read, cmdb_read, data_manager_user, decision_table_reader, demand_user, dependency_views, document_management_user, email_client_template_read, email_composer, fsm_skill_user, interaction_agent, inventory_user, it_demand_user, it_project_portfolio_user, it_project_user, knowledge, notify_view, now_assist_panel_user, personalize_form, planning_console_user, platform_ml_di.creation_agent, platform_ml_read, pps_resource, project_portfolio_user, project_user, prompt_library_user, quickactions_user, service_fulfiller, skill_user, sn_ai_filter_assist.user, sn_ai_filter_tracker.user, sn_apptmnt_booking.appointment_booking_user, sn_bm_client.benchmark_data_viewer, sn_change_read, sn_cmdb_user, sn_csm_case_types.service_definition_viewer, sn_csm_household.viewer, sn_csm_pricing.pricelist_viewer, sn_customerservice.case_viewer, sn_customerservice.consumer_agent, sn_customerservice.csm_workspace_user, sn_customerservice.customer_data_viewer, sn_customerservice_agent, sn_esm_agent, sn_fallout_mgmt.fallout_agent, sn_fallout_mgmt.fallout_creator, sn_fallout_mgmt.fallout_viewer, sn_gaf.data_viewer, sn_gaf.data_writer, sn_gd_guidance.guidance_user, sn_gf.goal_user, sn_gf.goal_user_read, sn_gf.strategy_planner, sn_gf.strategy_planner_read, sn_ind_tmt_orm.fulfillment_viewer, sn_ind_tmt_orm.fulfillment_viewer, sn_ind_tmt_orm.fulfillment_writer, sn_ind_tmt_orm.order_creator, sn_ind_tmt_orm.order_fulfilment_agent, sn_ind_tmt_orm.order_fulfilment_agent, sn_ind_tmt_orm.order_viewer, sn_itam_recomm.recommendations_read, sn_l2c_core.entity_mapping_viewer, sn_lookup_verify_user, sn_nb_action.next_best_action_user, sn_ord_qual_mgmt.alternate_proposal_create, sn_ord_qual_mgmt.alternate_proposal_read, sn_ord_qual_mgmt.alternate_proposal_write, sn_prd_invt.product_inventory_operations_read, sn_prd_invt.product_inventory_relationship_create, sn_prd_invt.product_inventory_relationship_read, sn_prd_invt.product_inventory_relationship_write, sn_prd_invt.product_inventory_viewer, sn_prd_pm.characteristics_viewer, sn_prd_pm.product_catalog_viewer, sn_prd_pm.product_model_characteristic_viewer, sn_pss_core.service_contract_viewer, sn_query_gen.user, sn_req_criteria.viewer, sn_service_org.customer_criteria_read, sn_service_org.service_criteria_read, sn_shn.editor, sn_shn.user, sn_sla_definition_read, sn_somt_gen_ai.sales_and_order_fulfillment_ai_agent, sn_sow.sow_home, sn_sow.sow_list, sn_sow.sow_user, sn_sttrm_condition_read, sn_templated_snip.template_snippet_reader, sn_tmt_core.inbound_queue_read, sn_tmt_core.outbound_request_read, sn_tmt_core.outbound_request_write, sn_udc.basic_read, sn_uib_collab.user, sn_uxc_gen_ai.platform_ai_image_processor, sn_uxc_gen_ai.platform_ai_record_mgmt, sn_workflow_studio.workflow_studio_read, survey_reader, task_activity_reader, task_activity_writer, task_editor, template_editor, template_read_global, territory_user, timecard_user, view_changer, wm_basic, wm_read, workspace_user
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	Not defined.
Used in agentic workflows	Not applicable.

Learn more about Sales Customer Relationship Management at Sales Customer Relationship Management.