--- 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 --- # Order fulfillment AI agent # ServiceNow Otto for Sales CRM for Telecommunications AI agent collection order fulfillment AI agent {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of ServiceNow Otto for Sales CRM for Telecommunications AI Agent Collection Order Fulfillment AI Agent The Order Fulfillment AI Agent in ServiceNow Otto for Sales CRM for Telecommunications automates the identification and creation of tasks required to fulfill domain orders. It leverages historical order data and a large language model (LLM) to generate relevant order tasks, ensuring comprehensive task planning for order fulfillment. Show full answer Show less This agent decomposes domain orders to retrieve and create fulfillment tasks, relying on historical data from similar orders. If predefined tasks from decision tables are unavailable, it falls back on default flows that include service order, resource order, and product order trigger fulfillment AI agents. These flows handle task creation for order line items during fulfillment. ## Key Features * **Historical Data Utilization:** Uses prior order tasks to inform current task creation, enhancing accuracy and relevance. * **Fallback to Large Language Model (LLM):** Employs LLM when historical data is insufficient, ensuring continuous task generation capability. * **Decision Table Configuration:** Supports customization of fulfillment tasks through decision tables, allowing tailored task definitions per product offering or category. * **Default Fulfillment Flows:** Includes built-in AI agents that trigger task creation if decision table tasks are missing. * **Task Plan Template Generation:** Integrates AI Search to find related order tasks based on specifications and generates task plan templates to streamline fulfillment. * **Integration with Group Action Framework (GAF):** Adds AI-generated tasks alongside those created by GAF, enhancing task management capabilities. * **Autonomous Operation:** The AI agent can trigger autonomously when the Active button is enabled in the Edit trigger form. ## Practical Usage and Configuration * To modify the AI agent, duplicate the existing agentic workflow and adjust the settings as needed. * Activating the Group Action Framework complements the AI agent's task creation; instructions are provided under "Activate Group Action Framework for ServiceNow Otto for Sales CRM for Telecommunications." * Access the AI agent via **All \> AI Agent Studio \> Create and manage**, then select the Order Fulfillment AI agent. * Testing of the AI agent can be performed through **All \> AI Agent Studio \> Testing** by selecting **Test use cases**. * The required role to use this AI agent is **snsomtgenai.salesandorderfulfillmentaiagent**. ## Why It Matters This AI agent streamlines and automates the complex task of order fulfillment by intelligently generating and managing the necessary tasks based on historical patterns and AI capabilities. This reduces manual effort, improves accuracy, and accelerates order processing within telecommunications sales CRM operations. Use the order fulfillment AI agent to identify the tasks required for domain orders by using historical data from similar orders. ## Order fulfillment AI agent overview {#order-fulfillment-agent-somt__section_uwk_pvc_hhc} The order fulfillment AI agent uses historic order tasks to create the order tasks. If the historic data doesn't return any results, then a large language model (LLM) is used to get the response. After decomposition, the order fulfillment AI agent creates order tasks by checking historical and applicable tasks. Based on the domain order, this agent retrieves a list of tasks that must be fulfilled. For each such domain order, the agent uses historical data from similar orders to find all such tasks. If the Product offering or Category fulfillment tasks defined in the decision table aren't available, the system uses default flows to create fulfillment tasks. These default flows include the Service order trigger fulfillment AI agent, resource order trigger fulfillment AI agent, and Product order trigger fulfillment AI agent. They create fulfillment tasks for an order line item during the fulfillment process. For more information on configuring decision tables, see [Decision tables](https://www.servicenow.com/docs/access?context=decision-table&version=brazil&pubname=brazil-application-development&ft:locale=en-US). When a domain order is created, if a fulfillment process isn't defined for that domain order specification category, a place order task is created. When this task is assigned to an agent, it triggers the order fulfillment AI agent for this domain order. To modify the order fulfillment AI agent, [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. The order fulfillment AI agent adds tasks apart from the generated tasks from Group Action Framework (GAF). To activate the 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."). The GAF and AI search are both used for order tasks. The order fulfillment AI agent finds tasks by using AI Search on order tasks associated with the same specification. The agent uses these tasks to generate a task plan template. For details, see [Generate a task plan template without an image](https://www.servicenow.com/docs/ZaQNCdVYx5GcCbFIiaRNww "If no fulfillment journey image is available for a specification, use the ServiceNow Otto for Sales CRM for Telecommunications AI agent to generate a task plan template from tasks used in similar past orders."). Role required: sn_somt_gen_ai.sales_and _order_fulfillment_ai_agent Important: In the Edit trigger form, make sure that the Active button is turned on to enable the AI agent to trigger autonomously. ## Order Fulfillment AI agent {#order-fulfillment-agent-somt__section_lnm_hhg_hhc} To access the AI agent: 1. Navigate to AllAI Agent StudioCreate and manage. 2. Select Order Fulfillment AI agent. {#order-fulfillment-agent-somt__ol_cby_jhg_hhc} Important: In the Edit trigger form, make sure that the Active button is turned on to enable the AI agent to trigger autonomously. ## Testing the AI agent {#order-fulfillment-agent-somt__section_ejq_mhg_hhc} To access the use case testing page: * Navigate to AllAI Agent StudioTesting. * On the Overview page, select Test use cases. {#order-fulfillment-agent-somt__ul_ixr_nhg_hhc} *[\>]: and then