---
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


---

# Configure agentic workflows

# Configure agentic workflows for Sales CRM for Telecommunications {#ariaid-title1}

Release version: Brazil  
Updated November 5, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Duplicate and activate the Sales CRM for Telecommunications AI agents, and complete any additional setup a specific agent requires.

Role required: admin

Agentic workflows included with the base system are read-only. Before you use one, duplicate it and activate it, along with any AI agents and triggers it depends on. 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) and [Activate an agentic workflow template](https://www.servicenow.com/docs/access?context=activate-aia-use-case&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). This applies to every agent below; the sections that follow list only what's *additionally* required for that specific agent.

## Move order voice AI agent {#configure-agentic-workflows-in-sales-crm-for-telecommunications__section_config_move_order_voice}

Role required: sn_customerservice.consumer

* In Assistant DesignerAssistants, open the ServiceNow Otto Voice Deployment tile and review the Settings tab.
* To create a SoftPIN, see [Configure Soft PIN](https://www.servicenow.com/docs/access?context=configure-soft-pin&version=brazil&pubname=brazil-platform-security&ft:locale=en-US).
* On the select channels and status page, turn on Active to activate the agent.

See [ServiceNow Otto for Sales Customer Relationship Management for Telecommunications AI agent Move order voice AI agent](https://www.servicenow.com/docs/qfAWVFnd4Ph2ewSFgXquUA "Use this agent to automatically create a customer move order capture journey.") for full configuration and access steps.

## Order enrichment AI agent {#configure-agentic-workflows-in-sales-crm-for-telecommunications__section_config_order_enrichment}

Role required: sn_somt_gen_ai.sales_and_order_fulfillment_ai_agent

* Activate the Group Action Framework (GAF). See [Activate Group Action Framework for ServiceNow Otto for Sales CRM for Telecommunications](https://www.servicenow.com/docs/69ZN1o4e2fOg97PPrWwHHg "Activate the Group Action Framework (GAF) to enable Now Assist AI agents to collect information about the related records across your instance.").
* In the Edit trigger form, turn on Active so the agent can trigger autonomously.

See [ServiceNow Otto for Sales Customer Relationship Management for Telecommunications AI agent collection order enrichment AI agent](https://www.servicenow.com/docs/Cg37~9kUg4X2MFfRDQ6U8Q "Use the order enrichment AI agent to collect customer order information, identify if the order needs enrichment, and create enrichment tasks.") for full configuration, access, and testing steps.

## Order fulfillment AI agent {#configure-agentic-workflows-in-sales-crm-for-telecommunications__section_config_order_fulfillment}

Role required: sn_somt_gen_ai.sales_and_order_fulfillment_ai_agent
In the Edit trigger form, turn on Active so the agent can trigger autonomously.

See [ServiceNow Otto for Sales CRM for Telecommunications AI agent collection order fulfillment AI agent](https://www.servicenow.com/docs/il58m2naHR~8xVK9gn1WMQ "Use the order fulfillment AI agent to identify the tasks required for domain orders by using historical data from similar orders.") for full configuration, access, and testing steps.

## Order fallout AI agent {#configure-agentic-workflows-in-sales-crm-for-telecommunications__section_config_order_fallout}

Role required: sn_somt_gen_ai.sales_and_order_fulfillment_ai_agent
On the select channels and status page, turn on Active to activate the agent.

See [ServiceNow Otto for Sales CRM for Telecommunications AI agent Order fallout AI agent](https://www.servicenow.com/docs/CYJhQfdzWVt0b2oZ72kYnw "Use the AI agent to automatically create the fallout records based on reported issues on the task's notes.") for full configuration, access, and testing steps.

## Image to task plan template AI agent {#configure-agentic-workflows-in-sales-crm-for-telecommunications__section_config_image_to_task_plan}

Role required: sn_task_plan.admin and sn_prd_pm.product_catalog_admin

* To access the agent in AI Agent Studio, see [Access the Image to task plan template AI agent](https://www.servicenow.com/docs/xtAJr0cMNlsCtekLBvmeXA "Access the ServiceNow Otto for Sales CRM for Telecommunications Image to task plan template AI agent in AI Agent Studio.").
* To test the agent, see [Test the Image to task plan template AI agent](https://www.servicenow.com/docs/oYBlb7zrCI8WsTLxTgCtDw "Test the ServiceNow Otto for Sales CRM for Telecommunications Image to task plan template AI agent use case.").

See [ServiceNow Otto for Sales CRM for Telecommunications AI agent Image to task plan template AI agent](https://www.servicenow.com/docs/dOI8PLkADF0vT_WCY06VCA "Use the AI agent to create a task plan template for a given specification. The agent uses an uploaded image file, or falls back to tasks from the closest matching specification when no image is available.") for full details.
**Related concepts**   

* [ServiceNow agentic workflows in Sales CRM for Telecommunications](https://www.servicenow.com/docs/kQGUEU3gKC2oKZCPkl3zig "Agentic workflows in Sales CRM for Telecommunications use AI agents to automate the order life cycle, from move order capture to fulfillment.")  
**Related topics**   

* [Duplicate an agentic workflow](https://www.servicenow.com/docs/access?context=clone-aia-usecase&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US)

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