Agentic workflows in Customer Service Problem Management

---
title: Agentic workflows in Customer Service Problem Management
description: Customer Service Problem Management agentic workflows use AI agents to help customer service agents resolve service problem cases.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/telecom-media-technology/agentic-workflows-cspm.html
release: australia
topic_type: concept
last_updated: "2026-09-24"
reading_time_minutes: 1
breadcrumb: [AI in Customer Service Problem Management, Explore, Customer Service Problem Management, Telecommunications, Media, and Technology \(TMT\)]
---

# Agentic workflows in Customer Service Problem Management

Customer Service Problem Management agentic workflows use AI agents to help customer service agents resolve service problem cases.

The Customer Service Problem Management agentic workflows use AI agents to help customer service agents resolve broadband and internet issues. The agents track the related network tickets and create actionable tasks to move each problem toward resolution. Each workflow works toward a defined goal and uses context from the case to decide what to do next.

The following agentic workflows are available for Customer Service Problem Management.

|Agentic workflow|Description|
|----------------|-----------|
|[Preliminary trouble shooter](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/now-assist-tmt-preliminary-troubleshooter-agentic-workflow.md)|Resolves customer issues such as internet or broadband problems. This agentic workflow processes task requests that require payment status, contextual information from similar cases, and Knowledge Base articles.|
|[Service test and repair](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/now-assist-tmt-service-test-repair-agentic-workflow.md)|Resolves the customer issues using a team of agents in the service test and repair agentic workflow. This agentic workflow processes task requests that require to run the test groups that are mapped to a task and create repair tasks for the failed test runs.|
|[Help remediate bill issues](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/billissue-remediation-usecase.md)|Handles the billing inquiry case requests and recommend better plans based on the customer usage.|
|[Analyze network incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/network-incident-analysis-usecase.md)|Resolves the customer issues using a team of AI agents in the Analyze network incidents agentic workflow. It assists the customer agents in resolving a given incident.|
|[Customer voice quality resolution](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/now-assist-customer-voice.md)|Resolve customer voice quality issues. This agentic workflow gathers customer information, collects the subscriber experience profile from RADCOM, and creates a service problem case.|

Agentic workflows included with the base system are read-only. Before you use one, you must duplicate it and adjust the settings for your instance. See [Duplicate an agentic workflow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/clone-aia-usecase.md).

To activate and configure these workflows, see [https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/configure-agentic-workflows-cspm.md](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/configure-agentic-workflows-cspm.md).