Success risk solution AI agent
The agent resolves unaddressed risk signals. It identifies success plays based on machine learning similarity, AI Search, or a decision table, and starts the solution flows for the selected risk.
Workflow
The agent helps the user address a risk signal by starting solutions for it.
- Retrieve the solutions for the selected risk.
- If no solutions are found, display a link to the success play catalog so that the user can add an ad hoc success play, and end the session.
- Check the required inputs for each selected solution flow.
- Ask the user for each input value, in a logical order such as start date before end date.
- Start the solution for the risk with the values that the user provided. Repeat for each selected solution.
- Tell the user that solution creation has started, and display a link to the success play catalog for adding an ad hoc success play.
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Field |
Description |
|---|---|
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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 |
Check for required user inputs
Create solution for risk using flow Get success catalog link
Retrieve risk solutions |
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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 |
Parent Topic:Customer Success Management AI agents
--- title: Success risk solution AI agent description: The agent resolves unaddressed risk signals. It identifies success plays based on machine learning similarity, AI Search, or a decision table, and starts the solution flows for the selected risk. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/tmt-success-risk-solution-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 risk solution AI agent The agent resolves unaddressed risk signals. It identifies success plays based on machine learning similarity, AI Search, or a decision table, and starts the solution flows for the selected risk. ## Workflow The agent helps the user address a risk signal by starting solutions for it. 1. Retrieve the solutions for the selected risk. 2. If no solutions are found, display a link to the success play catalog so that the user can add an ad hoc success play, and end the session. 3. Check the required inputs for each selected solution flow. 4. Ask the user for each input value, in a logical order such as start date before end date. 5. Start the solution for the risk with the values that the user provided. Repeat for each selected solution. 6. Tell the user that solution creation has started, and display a link to the success play catalog for adding an ad hoc success play. <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** Check for required user inputs - **Script** Create solution for risk using flow Get success catalog link - **Topic** Retrieve risk solutions </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> </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 risk solution AI agent |
| description | The agent resolves unaddressed risk signals. It identifies success plays based on machine learning similarity, AI Search, or a decision table, and starts the solution flows for the selected risk. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/intelligent-experiences/tmt-success-risk-solution-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 |