--- 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 --- # ServiceNow agentic workflows in Sales CRM for Telecommunications # ServiceNow agentic workflows in 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 Agentic workflows in Sales CRM for Telecommunications use AI agents to automate the order life cycle, from move order capture to fulfillment. The following AI agents are available for Sales CRM for Telecommunications. Move order voice AI agent : Collects move order details over the phone, matches the gathered information to existing records, and creates a move order. 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."). Order enrichment AI agent : Uses historical data from similar orders to determine which enrichment tasks a line item requires, then triggers the order fulfillment AI agent when the enrichment task closes. 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."). Order fulfillment AI agent : Identifies the fulfillment tasks required for a domain order using historical and AI Search results, falling back to a large language model when no historical match exists. 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."). Order fallout AI agent : Analyzes order task work notes to identify reported issues and automatically creates the matching fallout records. 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."). Image to task plan template AI agent : Builds a task plan template for a specification and order action from an uploaded fulfillment-journey image, or from historical order tasks when no image is available. 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."). Agentic workflows and AI agent records included with the base system are read-only. Before you use one, duplicate it and adjust the settings for your instance. 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). To activate and configure these agents, see [Using agentic workflows in ServiceNow Otto for Sales CRM for Telecommunications](https://www.servicenow.com/docs/kHOiX9q5zkc7b9irqKWctA "Use the ServiceNow Otto for Sales CRM for Telecommunications to complete tasks autonomously.") and [Configure agentic workflows for Sales CRM for Telecommunications](https://www.servicenow.com/docs/TLV2QyI7wid3sgwuGPNXGQ "Duplicate and activate the Sales CRM for Telecommunications AI agents, and complete any additional setup a specific agent requires."). **Related concepts** * [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.") * [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.") * [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.") * [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.") * [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.") * [Using agentic workflows in ServiceNow Otto for Sales CRM for Telecommunications](https://www.servicenow.com/docs/kHOiX9q5zkc7b9irqKWctA "Use the ServiceNow Otto for Sales CRM for Telecommunications to complete tasks autonomously.") * [Configure agentic workflows for Sales CRM for Telecommunications](https://www.servicenow.com/docs/TLV2QyI7wid3sgwuGPNXGQ "Duplicate and activate the Sales CRM for Telecommunications AI agents, and complete any additional setup a specific agent requires.")