---
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


---

# Preliminary troubleshooter

# Preliminary troubleshooter agentic workflow {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use the preliminary troubleshooter agentic workflow to resolve broadband and internet issues.

## Preliminary troubleshooter overview {#now-assist-tmt-preliminary-troubleshooter-agentic-workflow__section_pgh_pr2_l2c}

The preliminary troubleshooter agentic workflow 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. The workflow runs autonomously in the background without user interaction.  
The Preliminary troubleshooter agentic workflow supports these tables:

* Incident
* Change request
* Domain order
* Order task
* Service problem case
{#now-assist-tmt-preliminary-troubleshooter-agentic-workflow__ul_ygd_hvf_ggc}

Role required: sn_tmt_agentic_ai.test_and_repair_telecom_service_ai_agent

To modify the Preliminary troubleshooter 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.

## Role masking {#now-assist-tmt-preliminary-troubleshooter-agentic-workflow__section_wrj_tzk_jhc}

Required role: sn_tmt_agentic_ai.test_and_repair_telecom_service_ai_agent

Agentic workflows and their AI agents use [role masking](https://www.servicenow.com/docs/access?context=aia-role-masking&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US) to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see [Define security controls for an agentic workflow](https://www.servicenow.com/docs/access?context=define-sec-controls-aw&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).

## Preliminary troubleshooter agentic workflow {#now-assist-tmt-preliminary-troubleshooter-agentic-workflow__section_sgj_h4h_l2c}

To access the agentic workflow:

1. Navigate to AllAI Agent StudioCreate and manage.
2. Select Preliminary troubleshooter.
{#now-assist-tmt-preliminary-troubleshooter-agentic-workflow__ol_xln_bzf_m2c}

To create a new agentic workflow, 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-tmt-preliminary-troubleshooter-agentic-workflow__section_mrr_tyf_m2c}

To access the use case testing page:

1. Navigate to AllAI Agent StudioTesting.
2. On the Overview page, select Start manual test.
{#now-assist-tmt-preliminary-troubleshooter-agentic-workflow__ol_wbn_n4h_l2c}

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 agents used in the preliminary troubleshooter agentic workflow {#now-assist-tmt-preliminary-troubleshooter-agentic-workflow__section_tnt_fph_l2c}

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

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).
{#now-assist-tmt-preliminary-troubleshooter-agentic-workflow__table_gzg_pqh_l2c__entry__2}

| AI agent | AI agent role |
|-|-|
| Task information collector AI Agent V2 | Collects the task information and validates the task. |
| Customer payment status AI Agent V2 | Checks for outstanding bill payments. |
| Preliminary troubleshooter AI Agent V2 | * AI agent designed to ask questions that are fetched from the structured question generator. * Activate the structured question generator skill to generate the questions from the skill. * Summarizes the resolution plan by checking the similar cases and Knowledge Base articles. {#now-assist-tmt-preliminary-troubleshooter-agentic-workflow__ul_dwy_2nm_k3c} |
[ ]

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