Order fulfillment AI agent
This Sales Customer Relationship Management agent identifies fulfillment tasks for a domain order by checking historic tasks from similar orders, confirms the task list with the user, and creates them.
Workflow
- Fetch the details for the given domain order number.
- Check for existing historic fulfillment tasks for the order and display any that are found.
- Present the task list and ask the user to confirm. If rejected, let the user provide their own task list, validate it, and confirm again.
- Create the fulfillment tasks in the system.
- Update the trigger task status to completed.
- Display a mandatory summary of all steps taken, including each created task's name and sys_id.
|
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 fulfillment tasks Fetch domain order record details. Find available fulfillment tasks for given specification Find fulfillment tasks from similar specification using RAG Update trigger task state. Validate task names |
|
Allowed user roles The specific user roles that can access this AI agent. |
sn_prd_pm.product_catalog_admin, 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. |
sn_ind_tmt_orm.order_fulfilment_agent, sn_gaf.data_writer |
|
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 |
Design Telecom Order Fulfilment Template |
Parent Topic:Order Management AI agents
--- title: Order fulfillment AI agent description: This Sales Customer Relationship Management agent identifies fulfillment tasks for a domain order by checking historic tasks from similar orders, confirms the task list with the user, and creates them. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/som-order-fulfillment-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 fulfillment AI agent This Sales Customer Relationship Management agent identifies fulfillment tasks for a domain order by checking historic tasks from similar orders, confirms the task list with the user, and creates them. ## Workflow 1. Fetch the details for the given domain order number. 2. Check for existing historic fulfillment tasks for the order and display any that are found. 3. Present the task list and ask the user to confirm. If rejected, let the user provide their own task list, validate it, and confirm again. 4. Create the fulfillment tasks in the system. 5. Update the trigger task status to completed. 6. Display a mandatory summary of all steps taken, including each created task's name and sys\_id. <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 fulfillment tasks Fetch domain order record details. Find available fulfillment tasks for given specification Find fulfillment tasks from similar specification using RAG Update trigger task state. Validate task names </td></tr><tr><td> Allowed user roles The specific user roles that can access this AI agent. </td><td> sn\_prd\_pm.product\_catalog\_admin, 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> sn\_ind\_tmt\_orm.order\_fulfilment\_agent, sn\_gaf.data\_writer </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> Design Telecom Order Fulfilment Template </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 fulfillment AI agent |
| description | This Sales Customer Relationship Management agent identifies fulfillment tasks for a domain order by checking historic tasks from similar orders, confirms the task list with the user, and creates them. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/intelligent-experiences/som-order-fulfillment-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 |