---
sourceDocument: Zurich Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Troubleshooting steps identification AI agent

# Using Troubleshooting steps identification AI agent {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

The Troubleshooting steps identification AI agent analyzes case context by comparing it with knowledge articles, similar cases, and standard operating documents. It then proposes additional troubleshooting steps.

## Troubleshooting steps identification AI agent overview {#troubleshooting-steps-identification-ai-agent__section_in2_rd5_w2c}

This agent is typically used in standalone mode. Any agentic workflow that interacts with Customer Service Management (CSM) cases can use it.  
This AI agent does the following actions:

* Gathers the context from the case, including the attempted steps.
* Identifies the missing context by analyzing the similar cases, knowledge base articles, and Standard Operating Procedure (SOP) documents that are attached to knowledge base articles.
* Proposes additional troubleshooting steps.
{#troubleshooting-steps-identification-ai-agent__ul_icl_d25_w2c}

Agentic workflows can access this AI agent in Core UI or CSM/FSM workspace.

## Configure AI Search for the Troubleshooting steps identification AI agent {#troubleshooting-steps-identification-ai-agent__section_k5z_3cb_z2c}

You must configure AI Search so that this AI agent can fetch similar cases and relevant knowledge articles For more information, see [Configure AI Search to use with the Troubleshooting steps identification AI agent](https://www.servicenow.com/docs/z8SC0hiKCgqo0_a9FxE~Yg "Configure AI Search with the Troubleshooting steps identification AI agent to fetch the relevant cases and knowledge articles that could help solve your issue.") and [Configure the Troubleshooting steps identification AI agent to use the Search retrieval tool](https://www.servicenow.com/docs/L9m581ZT1cBSO54HiV982g "Configure the Troubleshooting steps identification AI agent to use the Search retrieval tool to fetch relevant cases and knowledge articles, including their attachments, to help solve your issue.").

## Limitations {#troubleshooting-steps-identification-ai-agent__section_tzg_mcb_z2c}

The document types supported for AI Search and document processing are:

* Microsoft Word (.docx)

* Plain Text (.txt)

* Portable Document Format (.pdf)

{#troubleshooting-steps-identification-ai-agent__ul_zbq_ncb_z2c}

When fetching text from knowledge articles, this AI agent can fetch only the article_body field from the kb_knowledge table.

## Access control lists (ACLs) {#troubleshooting-steps-identification-ai-agent__section_qlb_4mb_pgc}

Access Control Lists (ACLs) are preconfigured for the troubleshooting steps identification AI Agent, including their associated flows and actions. By default, ACLs are configured for the sn_esm_agent role. Customers can modify
these ACLs to align with their specific business requirements and security policies.  
To manually update ACLs for custom roles:

1. Go to the **sys_security_acl** table.
2. Use filters to locate ACLs related to your use case, AI agent, and internal flows or actions.
3. Add your custom role to each relevant ACL record.
{#troubleshooting-steps-identification-ai-agent__ol_a2d_zhx_jgc}
**Related topics**   

* [AI Agent Studio overview](https://www.servicenow.com/docs/access?context=ai-agent-studio&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US)
* [Find AI agents](https://www.servicenow.com/docs/access?context=find-ai-agents&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US)
* [AI Agent Studio](https://www.servicenow.com/docs/access?context=na-ai-agents&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US)
* [Install ServiceNow Otto AI agents](https://www.servicenow.com/docs/access?context=install-ai-agents-plugins&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US)