---
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


---

# Squad resource identifier

# ServiceNow Otto for Telecommunications, Media, and Technology (TMT) AI agent collection Squad resource identifier agentic workflow {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
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## Summary of ServiceNow Otto for Telecommunications, Media, and Technology (TMT) AI Agent Collection: Squad Resource Identifier Agentic Workflow

The Squad Resource Identifier agentic workflow is designed to help customer success teams quickly identify and recommend internal experts based on the specific record under consideration, their skill set, geographic region, and real-time availability.
This workflow facilitates faster and more effective collaboration by connecting the right individuals to support success plays, initiatives, or critical escalations within Telecommunications, Media, and Technology (TMT) environments.
Show full answer Show less  
This workflow supports several key ServiceNow tables including Touchpoint, Account Onboarding Case, Success Task, Engagement, Implementation Record, Customer Play, Success Initiative, Internal Play, Risk Signal and Issue, Onboarding Task, and Data Import Task.

## Key Features

* **AI-Driven Expert Recommendation:** Uses the User Resource Recommender AI agent to analyze user data, prioritize candidates, and populate records with top-performing squad members automatically.
* **Autonomous Triggering:** The workflow triggers automatically when the active setting is enabled, ensuring timely identification of resources without manual intervention.
* **Role-Based Access:** Requires assignment of customer success roles (snacctlc.customersuccessagent and snacctlc.agent) to users for access to relevant records; roles must be assigned manually by administrators.
* **Configurability and Testing:** Customers can configure the workflow by duplicating and adjusting settings and test use cases through AI Agent Studio's testing features.
* **Supported Tables:** Integration with numerous TMT-specific tables ensures broad applicability across customer success activities and engagement records.

## Practical Implementation for ServiceNow Customers

* To enable this workflow, navigate within AI Agent Studio to create or manage the Squad Resource Identifier use case.
* Activate the workflow trigger to allow autonomous AI operation.
* Manually assign necessary customer success roles to squad members to ensure proper record access.
* Test the workflow using AI Agent Studio's testing interface to validate expert recommendations and workflow behavior.
* Customize the workflow by duplicating and modifying agentic workflow settings to suit specific organizational needs.

## Expected Outcomes

By implementing the Squad Resource Identifier agentic workflow, ServiceNow customers in TMT industries can expect to:

* Accelerate internal expert identification and engagement for customer success initiatives.
* Improve collaboration efficiency across teams by quickly connecting to the right resources.
* Enhance the success of critical escalations, initiatives, and plays through timely expert involvement.
* Leverage AI-driven recommendations to optimize resource allocation based on skills, location, and availability.  
Use a squad resource identifier agentic workflow to identify and recommend internal experts based on record under consideration, skill set, region, and real-time availability.

## Squad resource identifier agentic workflow overview {#now-assist-squad-resource-identifier__section_byx_xnz_b3c}

The agentic workflow assists customer success teams to quickly identify and connect with the right individuals to support success plays, initiatives, or critical escalations. This ensures faster and more effective collaboration across engagements.  
The Squad resource identifier agentic workflow supports these tables:

* Touchpoint (sn_acct_lc_touchpoint)
* Account Onboarding Case (sn_acct_lc_onb_case)
* Success Task (sn_acct_lc_success_task)
* Engagement (sn_acct_lc_engagement)
* Implementation Record (sn_acct_lc_implementation_record)
* Customer Play (sn_acct_lc_success_case)
* Success Initiative (sn_acct_lc_success_initiative)
* Internal Play (sn_acct_lc_internal_play)
* Internal Play Task (sn_acct_lc_internal_play_task)
* Risk Signal and Issue (sn_acct_lc_risk_signal_issue)
* Onboarding Task (sn_ti_core_task)
* Data Import Task (sn_ti_core_imp_task)
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Role required: sn_acct_lc.customer_success_agent and sn_acct_lc.agent

To configure the Squad resource identifier agentic workflow, see [Squad Resource Identifier AI Workflow: Setup and Configuration Guide](https://support.servicenow.com/kb?sys_kb_id=99f441a747d6365077748d01426d433a&id=kb_article_view).

To modify the Squad resource identifier agentic workflow, [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 adjust the settings according to your requirements.  
Important:  
In the Edit trigger form, make sure that the Active button is turned on to enable the AI agent to trigger autonomously.

## Assign customer success role {#now-assist-squad-resource-identifier__section_hhr_5rr_h3c}

The squad members assigned through the squad resource identifier workflow aren't automatically granted customer success roles. An administrator must manually assign the appropriate role to enable record access.

To assign customer success roles to users using the ServiceNow AI Platform user administration feature, see [Assign a role to a user](https://www.servicenow.com/docs/access?context=t_AssignARoleToAUser&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US).

## Squad resource identifier agentic workflow {#now-assist-squad-resource-identifier__section_k1p_w4z_b3c}

To access the use case:

1. Navigate to AllAI Agent StudioCreate and manage.
2. Select Squad Resource Identifier.
{#now-assist-squad-resource-identifier__ol_hvw_kpz_b3c}

To create a use case, see [Create an agentic workflow](https://www.servicenow.com/docs/access?context=configure-use-case-ai-agents&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).

## Testing the agentic workflow {#now-assist-squad-resource-identifier__section_zkw_qpz_b3c}

To access the use case testing page:

1. Navigate to AllAI Agent StudioTesting.
2. On the Overview page, select Test use cases.
{#now-assist-squad-resource-identifier__ol_kdq_xpz_b3c}

To test the use case, see [Manually test the execution of an agentic workflow](https://www.servicenow.com/docs/access?context=test-aia-use-case&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).

## AI agent used in the Squad resource identifier agentic workflow {#now-assist-squad-resource-identifier__section_pb1_zpz_b3c}

The following AI agent is used to execute the instructions for the agentic workflow.  
{#now-assist-squad-resource-identifier__table_o3k_x3b_23c__entry__2}

| AI agent | AI agent role |
|-|-|
| User resource recommender AI agent | Analyzes user data to identify the most relevant candidates, ranks them by priority, and automatically populates the input record with top-performing users. |
[Table 1. AI agent and their role in the Squad resource identifier agentic workflow]

{#now-assist-squad-resource-identifier__table_o3k_x3b_23c}

To create an AI agent, see [Create an AI agent](https://www.servicenow.com/docs/access?context=configure-next-best-action-agent&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).

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