ServiceNow Otto for Telecommunications, Media, and Technology (TMT) Support renewals and expansion

Assess engagements and contracts due for renewal, analyze trends, and recommend renewal strategies.

Support renewals and expansion agentic workflow overview

The Support renewals and expansion agentic workflow enables customer success agents to assess the health, value, and product adoption of an engagement or contract. It provides data-driven insights and renewal play recommendations and enables customer success agents to manage multiple customer engagements efficiently. The workflow uses the Renewal Insight Engine skill to evaluate individual product metrics, health score trends, usage trends, and value scores at both the engagement and contract level. This approach provides more granular insights than the earlier decision table-based approach. See Renewal insight engine skill for details.

Customer success managers can use the Support renewals and expansion agentic workflow to:

• Track how much value has been delivered since onboarding.
• Measure progress against goals and service delivery metrics.
• Retrieve and calculate health and adoption scores.
• Analyze trends to support informed adoption and engagement decisions.
• Generate renewal likelihood assessments and expansion potential at the engagement and contract level.
• Receive up to three recommended actions, each with a specific play type, target product, priority, and reasoning.

Note:

The Support renewals and expansion agentic workflow is available in read-only mode. Before using the workflow, you must make a copy and adjust the settings according to your requirements. See Duplicate an agentic workflow for details.

Configure the Support renewals and expansion agentic workflow

Before you use the agentic workflow, you must do the following:

• Activate the Renewal Insight Engine skill in ServiceNow Otto for TMT. The skill is inactive by default and must be manually activated. See Renewal insight engine skill for details.
• Configure the following fields in the Renewal analysis AI agent:
  • Engagement adoption source sysID
  • Contract adoption source sysID
  • Health source sysID
  • Time period (in days)
  • Metric aggregation type

Note:

The source sysIDs must be configured correctly in the Data Context Engine as follows:

• Health: Source and context table must be set to Engagement.
• Engagement: Source table must be set to Sold Products and the context table must be set to Engagement.
• Contract: Source table must be set to Sold Products and the context table must be set to Contract.

For more details on configuring the data sources, see Configure the Data context engine.

Support renewals and expansion agentic workflow

Note:

Before running the workflow, you must configure the generic prompt as follows:

1. Navigate to the OneExtend Capability (sys_one_extend_capability) table by entering sys_one_extend_capability.list in the navigator.
2. Search for generic prompt and open the record.
3. In OneExtend Capability Attributes related list, set the Default to True for any of these definitions:
   • Generic Prompt (Azure OpenAI Chat)
   • Generic Prompt (Now LLM)
   • Generic Prompt Vertex AI (Google Cloud Chat Completion)
   • Generic Prompt (Amazon Bedrock Chat Completions)

When a contract is due to expire in 90 days, the customer success manager receives a notification and the Support renewals and expansion workflow is automatically triggered. The customer success manager can monitor the progress in the ServiceNow Otto panel and select one of the following scans:

• Value
• Health
• Usage
• Value & Health
• Health & Usage
• Value & Usage
• Value & Usage & Health

When the workflow is completed, two reports are generated for the engagement and the associated contract (that is due to expire in 90 days) with the following details:

• Renewal likelihood
• Expansion potential
• Recommended actions
• Adoption trend
• Health trend
• Value score

You can then select the appropriate renewal play based on the report.

Testing the agentic workflow

To access the use case testing page:

1. Navigate to All > AI Agent Studio > Testing.
2. On the Overview page, select Support renewals and expansion.

To test the use case, see Manually test the execution of an agentic workflow.

AI agents used in the Support renewals and expansion agentic workflow

The following AI agents are used to execute the instructions for the agentic workflow.

Table 1. AI agents and their role in the Support renewals and expansion agentic workflow

AI agent	AI agent role
Renewal analysis AI agent	Analyzes renewal possibilities and triggers appropriate renewal flows based on assessment results.
Value realization assessor AI agent	Analyzes value realized by tracking service metrics and customer goal achievement over time.
Success insight AI agent	Populates score data and delivers trend analysis to support informed decisions.