---
sourceDocument: Brazil Telecommunications, Media, and Technology
sourceDocumentLink: https://www.servicenow.com/docs/r/telecom-media-technology

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Telecommunications, Media, and Technology

ft:clusterId :

    - telmt

bundleId :

    - telmt

workflow :

    - Customer and Industry


---

# Agentic workflows

# Agentic workflows in Customer Service Problem Management {#ariaid-title1}

Release version: Brazil  
Updated September 24, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Customer Service Problem Management agentic workflows use AI agents to help customer service agents resolve service problem cases.

The Customer Service Problem Management agentic workflows use AI agents to help customer service agents resolve broadband and internet issues. The agents track the related network tickets and create actionable tasks
to move each problem toward resolution. Each workflow works toward a defined goal and uses context from the case to decide what to do next.  
The following agentic workflows are available for Customer Service Problem Management.{#agentic-workflows-cspm__entry__2}

| Agentic workflow | Description |
|-|-|
| [Preliminary trouble shooter](https://www.servicenow.com/docs/XrYMArUVN8Eg_i1_4KvRng "Use the preliminary troubleshooter agentic workflow to resolve broadband and internet issues.") | Resolves customer issues such as internet or broadband problems. This agentic workflow processes task requests that require payment status, contextual information from similar cases, and Knowledge Base articles. |
| [Service test and repair](https://www.servicenow.com/docs/3sJ5jh06yCmlZaVGyjynhQ "Use the Service test and repair agentic workflow to run the test groups that are mapped to a task.") | Resolves the customer issues using a team of agents in the service test and repair agentic workflow. This agentic workflow processes task requests that require to run the test groups that are mapped to a task and create repair tasks for the failed test runs. |
| [Help remediate bill issues](https://www.servicenow.com/docs/9NxSHpnsJP2vh4rSuBKXQA "Use the Help remediate bill issues agentic workflow to handle the billing inquiry case requests and recommend better plans based on the customer usage.") | Handles the billing inquiry case requests and recommend better plans based on the customer usage. |
| [Analyze network incidents](https://www.servicenow.com/docs/_AwW6m2Ky7cSho2GRdpWLw "Use the Analyze network incidents agentic workflow to resolve incidents, helping customer agents to resolve network tickets by tracking them and creating an actionable task.") | Resolves the customer issues using a team of AI agents in the Analyze network incidents agentic workflow. It assists the customer agents in resolving a given incident. |
| [Customer voice quality resolution](https://www.servicenow.com/docs/xnte~sClYYY5E9noXAjjNQ "Use this agentic workflow to resolve customer voice quality issues.") | Resolve customer voice quality issues. This agentic workflow gathers customer information, collects the subscriber experience profile from RADCOM, and creates a service problem case. |
[Table 1. CSPM Agentic workflows]

Agentic workflows included with the base system are read-only. Before you use one, you must duplicate it and adjust the settings for your instance. See [Duplicate an agentic workflow](https://www.servicenow.com/docs/access?context=clone-aia-usecase&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).

To activate and configure these workflows, see configure-agentic-workflows-cspm.html.