ServiceNow Otto agentic workflows

concept brazil Updated Sep 22, 2026 2 min read account-lifecycle-otto-workflows.md

Customer Success Management agentic workflows collect health data, monitor engagement health scores, analyze and resolve risks, support renewals, schedule touchpoint meetings, identify squad resources, and summarize full account context.

The following agentic workflows are available for Customer Success Management. Each workflow's full overview is documented in the Using section, next to the record and skill it pairs with.

Monitor engagement health

Monitors the health score of active engagements and generates risk signals when a decline is detected. See Dashboards.
Recommend risk signal solutions

Analyzes unaddressed risk signals and recommends solutions with minimal user intervention. See Risk and issues page.
Draft and schedule touchpoint meetings

Creates and schedules a touchpoint meeting automatically when a risk signal's probability is high. See Touchpoints.
Support renewals and expansion

Assesses engagement and contract health, value, and adoption, and recommends renewal and expansion plays. See Manage engagements.
Squad resource identifier

Identifies and recommends internal experts to support success plays, initiatives, or escalations, based on skill set, region, and availability. See Manage engagements.
Product release email communication

Drafts, refines, and distributes product release announcement emails to customers when a Digital Product Release record is completed. See Touchpoints.

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.

To activate and configure these workflows, see Configure agentic workflows for Customer Success Management.

Related topics

Dashboards

Manage engagements

Touchpoints

Configure agentic workflows for Customer Success Management

Keywords agentic workflowsCustomer Success Management

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---
title: ServiceNow Otto agentic workflows
description: Customer Success Management agentic workflows collect health data, monitor engagement health scores, analyze and resolve risks, support renewals, schedule touchpoint meetings, identify squad resources, and summarize full account context.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/acct-lifecycle-events/account-lifecycle-otto-workflows.html
release: brazil
topic_type: concept
last_updated: "2026-09-22"
reading_time_minutes: 2
keywords: [agentic workflows, Customer Success Management]
breadcrumb: [AI in Customer Success Management, Explore, Customer Success Management]
---

# ServiceNow Otto agentic workflows

Customer Success Management agentic workflows collect health data, monitor engagement health scores, analyze and resolve risks, support renewals, schedule touchpoint meetings, identify squad resources, and summarize full account context.

The following agentic workflows are available for Customer Success Management. Each workflow's full overview is documented in the Using section, next to the record and skill it pairs with.

-   **Monitor engagement health**

    Monitors the health score of active engagements and generates risk signals when a decline is detected. See [Dashboards](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-dashboards.md).

-   **Recommend risk signal solutions**

    Analyzes unaddressed risk signals and recommends solutions with minimal user intervention. See [Risk and issues page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-risk-issues-page.md).

-   **Draft and schedule touchpoint meetings**

    Creates and schedules a touchpoint meeting automatically when a risk signal's probability is high. See [Touchpoints](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-use-touchpoints.md).

-   **Support renewals and expansion**

    Assesses engagement and contract health, value, and adoption, and recommends renewal and expansion plays. See [Manage engagements](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-manage-engage.md).

-   **Squad resource identifier**

    Identifies and recommends internal experts to support success plays, initiatives, or escalations, based on skill set, region, and availability. See [Manage engagements](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-manage-engage.md).

-   **Product release email communication**

    Drafts, refines, and distributes product release announcement emails to customers when a Digital Product Release record is completed. See [Touchpoints](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-use-touchpoints.md).


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/brazil/markdown/intelligent-experiences/clone-aia-usecase.md).

To activate and configure these workflows, see [Configure agentic workflows for Customer Success Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-otto-workflows-config.md).

**Related topics**  


[Dashboards](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-dashboards.md)

[Manage engagements](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-manage-engage.md)

[Touchpoints](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-use-touchpoints.md)

[Configure agentic workflows for Customer Success Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-otto-workflows-config.md)