Order fallout AI Agent
This Sales Customer Relationship Management agent analyzes order task comments and work notes to detect issues matching known fallout types, creates fallout records for any matches, and summarizes the results.
Workflow
- Fetch the task details for the given order task number.
- Get the list of recognized fallout types from the system.
- Compare the work notes against available fallout types and create any matching fallouts that are identified.
- Display a summary of all steps taken, including any created fallout numbers, or note that none were found.
|
Field |
Description |
|---|---|
|
Allow third party to access this AI agent |
When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the External discoverable field. |
|
Allow AI specialists to access this AI agent |
When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the Specialist enabled field. |
|
Manage long-term memory |
When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see ServiceNow Otto AI agents reference. |
|
Tools |
Create validated and confirmed fallouts Find all available fallout types Find all notes for order task |
|
Allowed user roles The specific user roles that can access this AI agent. |
sn_somt_gen_ai.sales_and_order_fulfillment_ai_agent |
|
Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. |
actsub_user, agent_schedule_user, agent_workspace_user, app_service_user, assignment_workbench, awa_agent, baseline_user, canvas_user, chat_admin, cmdb_ms_user, cmdb_query_builder, cmdb_query_builder_read, cmdb_read, data_manager_user, decision_table_reader, demand_user, dependency_views, document_management_user, email_client_template_read, email_composer, fsm_skill_user, interaction_agent, inventory_user, it_demand_user, it_project_portfolio_user, it_project_user, knowledge, notify_view, now_assist_panel_user, personalize_form, planning_console_user, platform_ml_di.creation_agent, platform_ml_read, pps_resource, project_portfolio_user, project_user, prompt_library_user, quickactions_user, service_fulfiller, skill_user, sn_ai_filter_assist.user, sn_ai_filter_tracker.user, sn_apptmnt_booking.appointment_booking_user, sn_bm_client.benchmark_data_viewer, sn_change_read, sn_cmdb_user, sn_csm_case_types.service_definition_viewer, sn_csm_household.viewer, sn_csm_pricing.pricelist_viewer, sn_customerservice.case_viewer, sn_customerservice.consumer_agent, sn_customerservice.csm_workspace_user, sn_customerservice.customer_data_viewer, sn_customerservice_agent, sn_esm_agent, sn_fallout_mgmt.fallout_agent, sn_fallout_mgmt.fallout_creator, sn_fallout_mgmt.fallout_viewer, sn_gaf.data_viewer, sn_gaf.data_writer, sn_gd_guidance.guidance_user, sn_gf.goal_user, sn_gf.goal_user_read, sn_gf.strategy_planner, sn_gf.strategy_planner_read, sn_ind_tmt_orm.fulfillment_viewer, sn_ind_tmt_orm.fulfillment_writer, sn_ind_tmt_orm.order_creator, sn_ind_tmt_orm.order_fulfilment_agent, sn_ind_tmt_orm.order_viewer, sn_itam_recomm.recommendations_read, sn_l2c_core.entity_mapping_viewer, sn_lookup_verify_user, sn_nb_action.next_best_action_user, sn_ord_qual_mgmt.alternate_proposal_create, sn_ord_qual_mgmt.alternate_proposal_read, sn_ord_qual_mgmt.alternate_proposal_write, sn_prd_invt.product_inventory_operations_read, sn_prd_invt.product_inventory_relationship_create, sn_prd_invt.product_inventory_relationship_read, sn_prd_invt.product_inventory_relationship_write, sn_prd_invt.product_inventory_viewer, sn_prd_pm.characteristics_viewer, sn_prd_pm.product_catalog_viewer, sn_prd_pm.product_model_characteristic_viewer, sn_pss_core.service_contract_viewer, sn_query_gen.user, sn_req_criteria.viewer, sn_service_org.customer_criteria_read, sn_service_org.service_criteria_read, sn_shn.editor, sn_shn.user, sn_sla_definition_read, sn_somt_gen_ai.sales_and_order_fulfillment_ai_agent, sn_sow.sow_home, sn_sow.sow_list, sn_sow.sow_user, sn_sttrm_condition_read, sn_templated_snip.template_snippet_reader, sn_tmt_core.inbound_queue_read, sn_tmt_core.outbound_request_read, sn_tmt_core.outbound_request_write, sn_udc.basic_read, sn_uib_collab.user, sn_uxc_gen_ai.platform_ai_image_processor, sn_uxc_gen_ai.platform_ai_record_mgmt, sn_workflow_studio.workflow_studio_read, survey_reader, task_activity_reader, task_activity_writer, task_editor, template_editor, template_read_global, territory_user, timecard_user, view_changer, wm_basic, wm_read, workspace_user |
|
Triggers |
Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent. |
|
Channels |
Configure an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer. |
|
Used in agentic workflows |
Not applicable. |
Parent Topic:Order Management AI agents
--- title: Order fallout AI Agent description: This Sales Customer Relationship Management agent analyzes order task comments and work notes to detect issues matching known fallout types, creates fallout records for any matches, and summarizes the results. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/som-order-fallout-ai-agent.html release: australia topic_type: reference last_updated: "2026-09-10" reading_time_minutes: 2 breadcrumb: [Order Management AI agents, Sales CRM AI agents, Sales CRM, AI agents library, AI agents and agentic workflows, Enable AI Experiences] --- # Order fallout AI Agent This Sales Customer Relationship Management agent analyzes order task comments and work notes to detect issues matching known fallout types, creates fallout records for any matches, and summarizes the results. ## Workflow 1. Fetch the task details for the given order task number. 2. Get the list of recognized fallout types from the system. 3. Compare the work notes against available fallout types and create any matching fallouts that are identified. 4. Display a summary of all steps taken, including any created fallout numbers, or note that none were found. <table><thead><tr><th> Field </th><th> Description </th></tr></thead><tbody><tr><td> Allow third party to access this AI agent </td><td> When enabled, third-party AI agents can use this agent. This value is off \(false\) by default. This setting is defined in the AI Agent configs \[sn\_aia\_agent\_config\] table on the External discoverable field. </td></tr><tr><td> Allow AI specialists to access this AI agent </td><td> When enabled, AI specialists can use this agent. This value is off \(false\) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs \[sn\_aia\_agent\_config\] table on the Specialist enabled field. </td></tr><tr><td> Manage long-term memory </td><td> When enabled, all previous user interactions are used as context for the LLM. This value is off \(false\) by default. This setting is defined by the **sn\_aia.ltm.enable\_long\_term\_memory** system property. For more information, see [ServiceNow Otto AI agents reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/na-aia-reference.md). </td></tr><tr><td> Tools </td><td> - **Scripts** Create validated and confirmed fallouts Find all available fallout types Find all notes for order task </td></tr><tr><td> Allowed user roles The specific user roles that can access this AI agent. </td><td> sn\_somt\_gen\_ai.sales\_and\_order\_fulfillment\_ai\_agent </td></tr><tr><td> Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. </td><td> actsub\_user, agent\_schedule\_user, agent\_workspace\_user, app\_service\_user, assignment\_workbench, awa\_agent, baseline\_user, canvas\_user, chat\_admin, cmdb\_ms\_user, cmdb\_query\_builder, cmdb\_query\_builder\_read, cmdb\_read, data\_manager\_user, decision\_table\_reader, demand\_user, dependency\_views, document\_management\_user, email\_client\_template\_read, email\_composer, fsm\_skill\_user, interaction\_agent, inventory\_user, it\_demand\_user, it\_project\_portfolio\_user, it\_project\_user, knowledge, notify\_view, now\_assist\_panel\_user, personalize\_form, planning\_console\_user, platform\_ml\_di.creation\_agent, platform\_ml\_read, pps\_resource, project\_portfolio\_user, project\_user, prompt\_library\_user, quickactions\_user, service\_fulfiller, skill\_user, sn\_ai\_filter\_assist.user, sn\_ai\_filter\_tracker.user, sn\_apptmnt\_booking.appointment\_booking\_user, sn\_bm\_client.benchmark\_data\_viewer, sn\_change\_read, sn\_cmdb\_user, sn\_csm\_case\_types.service\_definition\_viewer, sn\_csm\_household.viewer, sn\_csm\_pricing.pricelist\_viewer, sn\_customerservice.case\_viewer, sn\_customerservice.consumer\_agent, sn\_customerservice.csm\_workspace\_user, sn\_customerservice.customer\_data\_viewer, sn\_customerservice\_agent, sn\_esm\_agent, sn\_fallout\_mgmt.fallout\_agent, sn\_fallout\_mgmt.fallout\_creator, sn\_fallout\_mgmt.fallout\_viewer, sn\_gaf.data\_viewer, sn\_gaf.data\_writer, sn\_gd\_guidance.guidance\_user, sn\_gf.goal\_user, sn\_gf.goal\_user\_read, sn\_gf.strategy\_planner, sn\_gf.strategy\_planner\_read, sn\_ind\_tmt\_orm.fulfillment\_viewer, sn\_ind\_tmt\_orm.fulfillment\_writer, sn\_ind\_tmt\_orm.order\_creator, sn\_ind\_tmt\_orm.order\_fulfilment\_agent, sn\_ind\_tmt\_orm.order\_viewer, sn\_itam\_recomm.recommendations\_read, sn\_l2c\_core.entity\_mapping\_viewer, sn\_lookup\_verify\_user, sn\_nb\_action.next\_best\_action\_user, sn\_ord\_qual\_mgmt.alternate\_proposal\_create, sn\_ord\_qual\_mgmt.alternate\_proposal\_read, sn\_ord\_qual\_mgmt.alternate\_proposal\_write, sn\_prd\_invt.product\_inventory\_operations\_read, sn\_prd\_invt.product\_inventory\_relationship\_create, sn\_prd\_invt.product\_inventory\_relationship\_read, sn\_prd\_invt.product\_inventory\_relationship\_write, sn\_prd\_invt.product\_inventory\_viewer, sn\_prd\_pm.characteristics\_viewer, sn\_prd\_pm.product\_catalog\_viewer, sn\_prd\_pm.product\_model\_characteristic\_viewer, sn\_pss\_core.service\_contract\_viewer, sn\_query\_gen.user, sn\_req\_criteria.viewer, sn\_service\_org.customer\_criteria\_read, sn\_service\_org.service\_criteria\_read, sn\_shn.editor, sn\_shn.user, sn\_sla\_definition\_read, sn\_somt\_gen\_ai.sales\_and\_order\_fulfillment\_ai\_agent, sn\_sow.sow\_home, sn\_sow.sow\_list, sn\_sow.sow\_user, sn\_sttrm\_condition\_read, sn\_templated\_snip.template\_snippet\_reader, sn\_tmt\_core.inbound\_queue\_read, sn\_tmt\_core.outbound\_request\_read, sn\_tmt\_core.outbound\_request\_write, sn\_udc.basic\_read, sn\_uib\_collab.user, sn\_uxc\_gen\_ai.platform\_ai\_image\_processor, sn\_uxc\_gen\_ai.platform\_ai\_record\_mgmt, sn\_workflow\_studio.workflow\_studio\_read, survey\_reader, task\_activity\_reader, task\_activity\_writer, task\_editor, template\_editor, template\_read\_global, territory\_user, timecard\_user, view\_changer, wm\_basic, wm\_read, workspace\_user </td></tr><tr><td> Triggers </td><td> Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/add-trigger-aia.md). </td></tr><tr><td> Channels </td><td> Configure an assistant for Virtual Agent or ServiceNow Otto panel using [Assistant Designer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/configure-now-assist-va.md). </td></tr><tr><td> Used in agentic workflows </td><td> Not applicable. </td></tr></tbody> </table>Learn more about Sales Customer Relationship Management at [Sales Customer Relationship Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/order-management/order-mgt-overview.md). **Parent Topic:**[Order Management AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/om-ai-agents-overview.md)
| title | Order fallout AI Agent |
| description | This Sales Customer Relationship Management agent analyzes order task comments and work notes to detect issues matching known fallout types, creates fallout records for any matches, and summarizes the results. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/intelligent-experiences/som-order-fallout-ai-agent.html |
| release | australia |
| topic_type | reference |
| last_updated | 2026-09-10 |
| reading_time_minutes | 2 |
| breadcrumb | Order Management AI agentsSales CRM AI agentsSales CRMAI agents libraryAI agents and agentic workflowsEnable AI Experiences |