Success health monitor AI agent
The agent retrieves metric trend analysis for engagements. It creates a risk signal or risk occurrence for each engagement whose health metrics are declining.
Workflow
The agent monitors engagement health and creates risk records without asking the user for input.
- Fetch the metric trend data for the engagements.
- Identify the engagements that need a risk record from the trend summaries, and display the list to the user.
- Create a risk signal or risk occurrence for each engagement on the list. The short description includes the engagement title and the reason, Health Declined, and the description includes the metric trend analysis.
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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 |
Fetch metric trend data from system
Create risk signal or risk occurrence |
|
Allowed user roles The specific user roles that can access this AI agent. |
Not defined. |
|
Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. |
sn_acct_lc.customer_success_agent |
|
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 |
Monitor engagement health agentic workflow |
Parent Topic:Customer Success Management AI agents
--- title: Success health monitor AI agent description: The agent retrieves metric trend analysis for engagements. It creates a risk signal or risk occurrence for each engagement whose health metrics are declining. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/tmt-success-health-monitor-ai-agent.html release: australia topic_type: reference last_updated: "2026-10-27" reading_time_minutes: 2 breadcrumb: [Customer Success Management AI agents, Telecommunications, Media and Technology AI agents, Telecom, Media and Tech AI agents, AI agents library, AI agents and agentic workflows, Enable AI Experiences] --- # Success health monitor AI agent The agent retrieves metric trend analysis for engagements. It creates a risk signal or risk occurrence for each engagement whose health metrics are declining. ## Workflow The agent monitors engagement health and creates risk records without asking the user for input. 1. Fetch the metric trend data for the engagements. 2. Identify the engagements that need a risk record from the trend summaries, and display the list to the user. 3. Create a risk signal or risk occurrence for each engagement on the list. The short description includes the engagement title and the reason, Health Declined, and the description includes the metric trend analysis. <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> - **Flow Action** Fetch metric trend data from system - **Script** Create risk signal or risk occurrence </td></tr><tr><td> Allowed user roles The specific user roles that can access this AI agent. </td><td> Not defined. </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\_acct\_lc.customer\_success\_agent </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> Monitor engagement health agentic workflow </td></tr></tbody> </table>Learn more about Customer Success Management at [Customer Success Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/acct-lifecycle-events/account-lifecycle-events-landing.md). **Parent Topic:**[Customer Success Management AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/customer-success-ai-agents-overview.md)
| title | Success health monitor AI agent |
| description | The agent retrieves metric trend analysis for engagements. It creates a risk signal or risk occurrence for each engagement whose health metrics are declining. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/intelligent-experiences/tmt-success-health-monitor-ai-agent.html |
| release | australia |
| topic_type | reference |
| last_updated | 2026-10-27 |
| reading_time_minutes | 2 |
| breadcrumb | Customer Success Management AI agentsTelecommunicationsMedia and Technology AI agentsTelecomMedia and Tech AI agentsAI agents libraryAI agents and agentic workflowsEnable AI Experiences |