ServiceNow agentic workflows in Sales CRM for Telecommunications

---
title: ServiceNow agentic workflows in Sales CRM for Telecommunications
description: Agentic workflows in Sales CRM for Telecommunications use AI agents to automate the order life cycle, from move order capture to fulfillment.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/telecom-media-technology/servicenow-agentic-workflows-in-sales-crm-for-telecommunications.html
release: australia
topic_type: concept
last_updated: "2026-11-06"
reading_time_minutes: 3
breadcrumb: [AI in Sales CRM for Telecommunications, Explore, Sales Customer Relationship Management for Telecommunications, Telecommunications, Media, and Technology \(TMT\)]
---

# ServiceNow agentic workflows in Sales CRM for Telecommunications

Agentic workflows in Sales CRM for Telecommunications use AI agents to automate the order life cycle, from move order capture to fulfillment.

The following AI agents are available for Sales CRM for Telecommunications.

-   **Move order voice AI agent**

    Collects move order details over the phone, matches the gathered information to existing records, and creates a move order. See [ServiceNow Otto for Sales Customer Relationship Management for Telecommunications AI agent Move order voice AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/now-assist-move-order-somt.md).

-   **Order enrichment AI agent**

    Uses historical data from similar orders to determine which enrichment tasks a line item requires, then triggers the order fulfillment AI agent when the enrichment task closes.

    See [ServiceNow Otto for Sales Customer Relationship Management for Telecommunications AI agent collection order enrichment AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/order-enrichment-agent-somt.md).

-   **Order fulfillment AI agent**

    Identifies the fulfillment tasks required for a domain order using historical and AI Search results, falling back to a large language model when no historical match exists. See [ServiceNow Otto for Sales CRM for Telecommunications AI agent collection order fulfillment AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/order-fulfillment-agent-somt.md).

-   **Order fallout AI agent**

    Analyzes order task work notes to identify reported issues and automatically creates the matching fallout records. See [ServiceNow Otto for Sales CRM for Telecommunications AI agent Order fallout AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/now-assist-order-fallout-somt.md).

-   **Image to task plan template AI agent**

    Builds a task plan template for a specification and order action from an uploaded fulfillment-journey image, or from historical order tasks when no image is available. See [ServiceNow Otto for Sales CRM for Telecommunications AI agent Image to task plan template AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/now-assist-task-template-generation-somt.md).


Agentic workflows and AI agent records included with the base system are read-only. Before you use one, 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 agents, see [Using agentic workflows in ServiceNow Otto for Sales CRM for Telecommunications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/using-aiagents-somt.md) and [Configure agentic workflows for Sales CRM for Telecommunications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/configure-agentic-workflows-in-sales-crm-for-telecommunications.md).

**Related topics**  


[ServiceNow Otto for Sales Customer Relationship Management for Telecommunications AI agent Move order voice AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/now-assist-move-order-somt.md)

[ServiceNow Otto for Sales Customer Relationship Management for Telecommunications AI agent collection order enrichment AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/order-enrichment-agent-somt.md)

[ServiceNow Otto for Sales CRM for Telecommunications AI agent collection order fulfillment AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/order-fulfillment-agent-somt.md)

[ServiceNow Otto for Sales CRM for Telecommunications AI agent Order fallout AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/now-assist-order-fallout-somt.md)

[ServiceNow Otto for Sales CRM for Telecommunications AI agent Image to task plan template AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/now-assist-task-template-generation-somt.md)

[Using agentic workflows in ServiceNow Otto for Sales CRM for Telecommunications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/using-aiagents-somt.md)

[Configure agentic workflows for Sales CRM for Telecommunications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/configure-agentic-workflows-in-sales-crm-for-telecommunications.md)