User resource recommender AI agent

reference brazil Updated Oct 27, 2026 2 min read tmt-user-resource-recommender-ai-agent.md

The agent filters and ranks users by relevance and adds the top-ranked users to the input record. It runs without user interaction by using the context that starts it.

Workflow

The agent recommends users for a record without asking the user for input.

Validate the record that started the agent. Stop without a message if the record isn't supported.
Rank the users from the user pool.
Display the top-ranked users and add them to the record.
End with the message Squad Recommendation completed.

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	Script Rank Users Topic Display top users Validate record
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	Squad resource identifier agentic workflow

Learn more about Customer Success Management at [Customer Success Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-events-landing.md).

Parent Topic:Customer Success Management AI agents

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---
title: User resource recommender AI agent
description: The agent filters and ranks users by relevance and adds the top-ranked users to the input record. It runs without user interaction by using the context that starts it.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/intelligent-experiences/tmt-user-resource-recommender-ai-agent.html
release: brazil
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]
---

# User resource recommender AI agent

The agent filters and ranks users by relevance and adds the top-ranked users to the input record. It runs without user interaction by using the context that starts it.

## Workflow

The agent recommends users for a record without asking the user for input.

1.  Validate the record that started the agent. Stop without a message if the record isn't supported.
2.  Rank the users from the user pool.
3.  Display the top-ranked users and add them to the record.
4.  End with the message Squad Recommendation completed.

<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/brazil/markdown/intelligent-experiences/na-aia-reference.md).

</td></tr><tr><td>

Tools

</td><td>

-   **Script**

Rank Users

-   **Topic**

Display top users

Validate record


</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/brazil/markdown/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/brazil/markdown/conversational-interfaces/configure-now-assist-va.md).

</td></tr><tr><td>

Used in agentic workflows

</td><td>

[Squad resource identifier agentic workflow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/now-assist-squad-resource-identifier.md)

</td></tr></tbody>
</table>Learn more about Customer Success Management at [Customer Success Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-events-landing.md).

**Parent Topic:**[Customer Success Management AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/customer-success-ai-agents-overview.md)