Order fulfillment AI agent

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

    • This Sales Customer Relationship Management agent identifies fulfillment tasks for a domain order by checking historic tasks from similar orders, confirms the task list with the user, and creates them.

    Workflow

    1. Fetch the details for the given domain order number.
    2. Check for existing historic fulfillment tasks for the order and display any that are found.
    3. Present the task list and ask the user to confirm. If rejected, let the user provide their own task list, validate it, and confirm again.
    4. Create the fulfillment tasks in the system.
    5. Update the trigger task status to completed.
    6. Display a mandatory summary of all steps taken, including each created task's name and sys_id.
    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 fulfillment tasks
    Fetch domain order record details.
    Find available fulfillment tasks for given specification
    Find historic fulfillment tasks
    Update trigger task state.
    Validate task names
    Agent roles (ACLs) sn_somt_gen_ai.sales_and_order_fulfillment_ai_agent
    Data access roles sn_ind_tmt_orm.order_fulfilment_agent, sn_gaf.data_writer
    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.