Telecommunications, Media, and Technology (TMT)

Access the ServiceNow Otto for Sales CRM for Telecommunications Image to task plan template AI agent in AI Agent Studio.

The ServiceNow Customer Success Management application enables service providers to streamline, automate, and measure critical workflows across the entire enterprise customer journey—from onboarding and adoption to renewals.

Activate the Group Action Framework (GAF) to enable Now Assist AI agents to collect information about the related records across your instance.

Activate Group Action Framework (GAF) to enable ServiceNow Otto AI agents to collect information about the related records across your instance.

Activate the Sales CRM for Telecommunications plugin for Sales CRM for Telecommunications if you have the admin role. The application includes demo data and activate related ServiceNow Store applications and plugins if they aren't already installed.

Add a characteristic for a test to determine the properties that are required to run and evaluate the test.

Map test definitions to a draft test group and set the order in which they run.

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

Use ServiceNow Otto components to automate the creation and resolution of service problem cases in Customer Service Problem Management.

Use ServiceNow Otto components to automate customer issue resolution in Telecommunications Customer 360.

Use ServiceNow Otto to automate enrichment and fulfillment tasks in Sales CRM for Telecommunications. AI agents suggest new tasks based on similarities with previous orders and provide flexibility by auto-correcting an agent's inputs related to new tasks.

Customer Dispute Management provides a structured process to register, investigate, and resolve customer disputes and complaints, including disputes referred to regulatory bodies.

Select a customer order, and review the account, contact, pricing, and date details to make sure that the order is correct and complete. If you're an order fulfillment manager, can approve or reject a customer order with a New state for fulfillment.OM revamp project - This topic is obsolete and has been removed from the SOM bundle on Oct 6, 2025. The content has been covered in the new approve/reject topics.

Select a service order and review the account, contact, and date details to verify that the order is correct and complete. If you're a service order manager, you can approve or reject a service order with a New state for fulfillment.

Archive retired test definitions in the Service Test Management application to take them out of the working list.

ServiceNow Product Support for Technology provides telecom and technology service providers to deliver end-to-end support while understanding customer impact, and offering transparent communication to all parties involved.

Use the Help remediate bill issues agentic workflow to handle the billing inquiry case requests and recommend better plans based on the customer usage.

If you have an admin role, you can activate the Telecommunications Customer 360 application. The Telecommunications Customer 360 (com.sn_telecom_c360) plugin is available as a separate subscription. The application includes the demo data and installations that are related to ServiceNow Store applications and plugins.

Add the Telecom Customer 360 component to a record page in UI Builder so that customer service representatives can see the 360-degree consumer or account view in the context of the record they are working on.

Add the Setup Customer360 Context data resource to the record page to enable the Telecom Customer 360 component to display the correct consumer or account view.

Follow this procedure to add the Customer 360 to any record page and enable recommended actions and diagnostics in the contextual side panel.

Generate customer health insights and recent customer issue insights for a customer or consumer account.

The billing card displays a list of the customer's billing accounts and invoices.

Telecom Customer 360 is a UI Builder component that provides a comprehensive 360 degree view of a customer record in the CRM Workspace. You can embed this component as a tab on the record page of any customer record.

Configure the variables in the billing card.

Add the Customer 360 tab to any record page using either the page collection approach or the manual component approach, depending on your page type and required features.

Configure the variables in the contact card.

Configure the variables in the data visualization card.

Configure the variables in the insights card.

Configure node settings to control which fields appear on the entity node cards in the Party Relationship Center.

Configure the variables that control what data the products card displays and how users can search and filter sold products.

Configure the variables in the all tasks card.

Configure the properties for each card, such as data tables, query conditions, and display fields.

Setup and configure the Telecommunications Customer 360 application.

The contact card displays the primary customer identification information for the account, consumer, or contact.

The data visualization card provides key customer metrics with case breakdowns and customer satisfaction score.

Extend the Telecommunications Customer 360 summary card by registering a new ServiceNow Otto skill with the orchestrator quick action and adding it to the merge order.

Telecommunications Customer 360 consolidates customer information, interaction history, products, and billing into a single view. The view displayed is based on the record type which can be account, consumer, or contact.

The card provides AI-generated customer health insights and recent customer issue insights for a consumer or a customer account.

This card displays recent customer activity associated with the account, consumer, or contact. Activity types include chat and phone interactions, as well as cases, contracts, work orders, and other activity types that you have configured.

The Telecommunications Customer 360 application provides a unified interface that aggregates data from multiple systems into a single platform. Telecommunications Customer 360 is a new application in the Australia release.

Launch agentic workflow guidance is a configuration record that determines which agentic workflow runs when a user selects it from the Recommended Actions panel. It also defines what context data is passed to the workflow during execution.

Use the Telecommunications Customer 360 application to get a unified view of customer data including account details, interaction history, product inventory, and billing, and resolve issues faster from a single workspace.

The Party Relationship Center (PRC) provides a single, unified view of all entities connected to a party, including billing accounts, sold products, related parties, and active cases.

The products card displays a list of all products associated with the account, consumer, or contact.

The Recommendations panel displays Knowledge Base article suggestions and enables you to search for Knowledge Base articles and trigger agentic workflows.

The All tasks card aggregates tasks from multiple configurable tables and displays them in a tabbed layout.

Use scripted extension points to configure the display of the cards on the Telecommunications Customer 360 consumer page.

Use Telecommunications Customer 360 to view and manage customer information from a single view.

Use this option to view and manage customer phone interaction records.

The Capture initiator details form enables you to collect the escalated complaint details for an Customer Dispute Management (CDM) case.

The Capture initiator details form enables you to collect the complaint requester details for an Customer Dispute Management (CDM) case.

The Customer Dispute Management (CDM) case includes stages and activities that guide dispute resolution from intake through closure.

Notify the customer of the outcome, capture the customer's feedback, and record closing information before closing the dispute.

The comprehensive summary of linked records skill uses the following table and field inputs to generate the summary of linked records in an Alternative Dispute Resolution (ADR) case.

Duplicate and activate the Telecommunications Customer 360 agentic workflows, and complete any additional setup a specific workflow requires.

Duplicate and activate the Sales CRM for Telecommunications AI agents, and complete any additional setup a specific agent requires.

As a provider, you can use compatibility rules to establish horizontal relationships between the specifications of multiple products, services, or resources.

Configure the ServiceNow Otto for TMT application so that your agents can use the generative AI skills in CRM Workspace and in Core UI for Telecom Customer 360.

Configure the ServiceNow Otto for TMT application so that your agents can use the generative AI skills in CRM Workspace and in Core UI for service problem case.

Set up the Sales CRM for Telecommunications application so that your agents can work on various stages of the product sales life cycle, such as sales opportunities, quotes, order capture and fulfillment, contracts and entitlements, and also the basic product catalog and pricing features used by each application.

Configure the spoke selector for Aria to enable the configuration and execution of billing requests.

Configure the task plan template to add conditions to a template item that determines when a template item is applicable for domain orders.

Create product offerings and the associated product catalogs that can be used by Sales Customer Relationship Management agents for pre-sales activities, order capture, and post-sales engagement.

With Customer Service Problem Management (CSPM) define the tests to diagnose the service problems. Implement targeted solutions based on test results to resolve those problems.

Copy a test definition to create a draft that you can edit, instead of building a similar test from the start.

Customers can create a service problem case to report an issue about the service from the Customer Service Portal.

Register a customer dispute by capturing information about the initiator, the affected product or service, and supporting documents. Resolve the dispute by investigating the issue and proposing an appropriate resolution.

Create a compatibility rule in the product catalog to define the horizontal relationships between your product, service, and resource specifications.

Create a product catalog to add your product offerings. As a provider, you can use the product catalog to define how you want to sell products to your customers.

Create and publish versioned product offerings to a product catalog so that you can define how you sell your products to your customers.

Create and publish a base version of a product specification. A product specification defines all the product options that apply to a customer-facing product you sell, and designates how to fulfill these options. It contains information such as the product description, pricing, eligibility, and product options.

Create and publish a version of an existing specification in a Published state so that you can offer an improved version of it to your customers in your product catalog.

Create and publish a version of an existing product offering in a Published state so that you can offer an improved version of it in your product catalog.

Create and publish a template so that you can define the 5G network services for your organization.

Create and publish a base version of a resource specification to define all the resource options for a customer-facing product that you sell and to designate how to fulfill these options.

Create a service problem case using playbook for a customer raised issue so that an agent can work on it and resolve the service-related problem.

Create and publish a base version of a service specification. A service specification defines all the service options that apply to a customer-facing product you sell, and designates how to fulfill these options.

Create the specification relationships and optional decomposition rules that define the associations between the product, service, and resource specifications for a product that you offer. These relationships impact how an order is fulfilled for a customer.

Create a test group to group related service tests, such as speed and ping tests, to streamline diagnostics for specific service types or product models in Service Test Management.

Create a test definition to define tests that can help troubleshoot a problem encountered by a particular type of service or product model. For example, use a speed test to troubleshoot the internet-related issues.

Create and publish the specification versions that list the improved products and services that you can offer to your customers in a technical product catalog.

As a product catalog manager, you can create and publish the product offering versions that list enhanced products and services that you can offer to your customers.

If you have a Customer Service Problem Management subscription, you can submit outbound service test run requests to various external systems by integrating the Customer Service Problem Management application with the external southbound systems.

Efficiently identify and resolve service problems experienced by the customers with the ServiceNow Customer Service Problem Management (CSPM) application. Technology, media, and telecommunications (TMT) service providers can streamline their service management processes and ensure a seamless experience for their customers by leveraging this application.

Customer Service Problem Management uses the following system properties, which are located in the System Properties [sys_properties] table.

Reference topics provide additional information about Customer Service Problem Management.

The deadlock letter draft generation skill uses the following table and field inputs to generate a deadlock letter for an ADR case.

Add a characteristic to a test group so that its test definitions can inherit the characteristic and the test group run can show it.

Add conditions to the relationship between a specification and a test group so that the test group applies only to product inventory records that meet the conditions.

Establish a relationship between test groups and their respective specifications or product model to determine the tests that must be executed for a given inventory. This relationship confirms that the appropriate tests are identified and executed based on the defined specifications. Without this association, the system can’t accurately assign the necessary tests for each inventory item.

Add a test decomposition rule to the mapping between a test group and a test definition to specify the characteristic and characteristic option that the rule uses.

Define the values that a test captures, such as the metric, the unit, and how often the value is captured.

Define relationships for a test definition to connect and associate it with other test specifications. This process ensures comprehensive testing coverage and that the tests are aligned with the testing goals.

Set actions or responses to trigger when the test measure results fall outside the predefined acceptable limits.

Set the limits for a test measure definition that a captured value is checked against. When a value breaks a limit, the system records a threshold rule violation.

By defining attribute-mapping rules between two specifications in the product catalog, your fulfillment agents can access all relevant characteristic values in your product, service, and resource orders.

Create rules-driven attribute mappings to define the relationships and associations between and among product, service, and resource specifications, and how attribute values propagate between these mappings.

Domain separation provides a structured and efficient way to manage complex, multi-tiered organizational environments. It enables tailored access and control, ensuring that users see only the data relevant to their domain, enhancing security and efficiency.

Learn how you, as a service provider, can use the Customer Service Problem Management (CSPM) application to streamline the resolution process for handling service-related problems experienced by your customers.

Data Center and Network Asset Management delivers end-to-end lifecycle management across all data center assets to increase visibility, reduce downtime, maximize usable life, and minimize risk.

Sales CRM for Telecommunications consolidates product catalog, sales, and order fulfillment on one platform. It carries quote line items through to fulfilled services and decomposes customer orders into domain orders using catalog-defined rules.

The Service Order Management workspace form enables you to select service orders for review and modification.OM revamp project - This topic is obsolete and has been removed from the SOM bundle on Oct 28, 2025.

Upload an image of the fulfillment journey so the ServiceNow Otto for Sales CRM for Telecommunications AI agent can convert it into a task plan template for a specification and order action.

If no fulfillment journey image is available for a specification, use the ServiceNow Otto for Sales CRM for Telecommunications AI agent to generate a task plan template from tasks used in similar past orders.

Learn about the terms and concepts that are unique to Customer Service Problem Management.

Test measures, threshold rule violations, and applied consequences are sent by external systems and stored against a parent record. When a duplicate is received, the system updates the existing record rather than creating a new one.

The comprehensive summary of linked records skill uses the following table and field inputs to generate the summary of linked records in an Alternative Dispute Resolution (ADR) case.

Install all eligible Data Center and Network Asset Management applications from a single ServiceNow Store product. Use this procedure to install the apps your organization is entitled to in one step.

Install the Service Test Management application so that you can define tests, group them, and record the results that they produce.

Install the ServiceNow Otto for TMT sn_tmt_gen_ai plugin to configure and use agentic workflows and skills in CTelecom Customer 360.

Install the ServiceNow Otto for TMT sn_tmt_gen_ai plugin to configure and use agentic workflows and skills in Customer Service Problem Management.

Activate the Customer Service Problem Management plugin (sn_sprb_mgmt) for Customer Service Problem Management if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and activate related ServiceNow Store applications and plugins if they aren't already installed.

Sales CRM for Telecommunications supports intent-based order fulfillment, translating non-catalog configuration inputs into order tasks without requiring explicit catalog entries for every product variant.

Investigate customer disputes by reviewing previous records, linking relevant cases, and documenting findings to support resolution decisions.

The knowledge article generation skill includes the inputs that identify the table and fields that are used when the knowledge article draft is generated for a case.

Move, Add, Change, Disconnect (MACD) for Product Inventory (PI) enables the Advanced Configurator to manage provisioned product instances during a change flow. The configurator handles PI records differently based on the product offer type and whether pricing is enabled.

Map a characteristic of a test group to a test definition so that the test definition inherits the characteristic from the group.

Sales CRM for Telecommunications decomposes a customer order into multiple parallel domain orders. Each order is routed to the appropriate fulfillment domain using catalog-defined subflows and TMF Open API standards. Dependency sequencing coordinates service design, resource provisioning, and field operations.

Review the fields on the Measure Consequence form.

Use the Analyze network incidents agentic workflow to resolve incidents, helping customer agents to resolve network tickets by tracking them and creating an actionable task.

Configure the graph questionnaire to add or modify the new queries to retrieve the knowledge graph data.

Use this agentic workflow to resolve customer voice quality issues.

Use this agent to automatically create a customer move order capture journey.

Use the AI agent to automatically create the fallout records based on reported issues on the task's notes.

Use the AI agent to create a task plan template for a given specification. The agent uses an uploaded image file, or falls back to tasks from the closest matching specification when no image is available.

Generates the requester's sentiment and the reasoning behind it on the complaint cases in the ServiceNow Otto for TMT application. Make informed decisions on complaint cases based on sentiment to link the cases on the Alternative Dispute Resolution (ADR) case record.

The Customer Service Problem Management agentic workflows resolve broadband and internet issues. Use these standalone AI agents to autonomously complete service problem case tasks. They help customer agents resolve network tickets by tracking them and creating actionable tasks. They also handle billing inquiry case requests.

Generate a deadlock letter for Alternative Dispute Resolution (ADR) case. Quickly create the details of the deadlock letter by using the deadlock letter draft generation skill in the ServiceNow Otto for TMT application.

Generate the knowledge articles for resolved and closed cases within the CRM Workspace and classic environment with ServiceNow Otto.

Generate the resolution notes for an Alternative Dispute Resolution (ADR) case by using the resolution notes generation for ADR skill in the ServiceNow Otto for TMT application.

Generate the resolution notes for a service problem case by using the resolution notes generation skill in the ServiceNow Otto for TMT application.

Install the ServiceNow Otto for Sales CRM for Telecommunications sn_somt_gen_ai plugin to configure and use agentic workflows and skills in Sales CRM for Telecommunications.

Use the preliminary troubleshooter agentic workflow to resolve broadband and internet issues.

Use the Service test and repair agentic workflow to run the test groups that are mapped to a task.

Use the Smart Actions for Telecom agentic workflow to retrieve customer data and get a summary with a recommended next action for a customer account or consumer.

Generate a summary from the fields that you selected on the service problem case record. Quickly understand the case context by using the service problem case summarization skill in the ServiceNow Otto for TMT application.

Summarize the service details mentioning the current situation, any critical actions to be taken and find the root cause indicators using the knowledge graph and service summary skill.

Generate a comprehensive summary of the service problem case records that you have linked on the Alternative Dispute Resolution (ADR) case. Quickly understand case details linked to a customer complaint using the comprehensive summary of linked records skill in the ServiceNow Otto for TMT application.

Generate the test run summary for a service problem case record to quickly understand the context of test outcomes and the root cause of the problem.

The Telecom Customer Enterprise Graph connects telecom customer and service data to provide context for AI agents in the Smart Actions for Telecom agentic workflow.

As a provider, learn how to change a service order inventory record in the ServiceNow AI Platform for your consumers.OM revamp project - This topic has been removed from the SOM bundle on Oct 14, 2025. Content has been covered in the new create-macd-orders.dita topic.

As a provider, use Order Capture to create a service order in the ServiceNow AI Platform for your consumers or internal personnel.OM revamp project - This topic is redundant and obsolete and has been removed from the SOM bundle on Oct 6, 2025.

As a provider, disconnect a service, or service order, in the ServiceNow AI Platform for your customers. For example, you might want to disconnect your current 4G connectivity to upgrade it to 5G connectivity.OM revamp project - This topic has been removed from the SOM bundle on Oct 14, 2025. Content has been covered in the new create-macd-orders.dita topic.

With Order Capture, your service agents can directly enter multi-site service orders with one or more services on behalf of your customers. They can also manually create service change requests and disconnect orders in the ServiceNow AI Platform. Order Capture is supported in the San Diego release and later releases.OM revamp project - This topic is redundant and obsolete. The content is covered in the newly created topics. This topic has been removed from the SOM bundle on OCt 6, 2025.

Use the order enrichment AI agent to collect customer order information, identify if the order needs enrichment, and create enrichment tasks.

Use the order fulfillment AI agent to identify the tasks required for domain orders by using historical data from similar orders.

Order priority is calculated based on the rank defined in the decision table and the weightage assigned to each table.

As a customer, you must complete some configuration tasks so that you can set up the Order Management application.

Define a source specification in a compatibility rule so that you can create a horizontal relationship in your product catalog.

Learn how your organization can use the Order Management application to fulfill customer orders.OM revamp project - This topic has been removed from SOM bundle on Oct 14, 2025.

Submit outbound service order requests to external systems by integrating Order Management with southbound systems. This integration enables automated order fulfillment across your service provider ecosystem.

AWA can be used to automatically route customer orders based on priority to specific agent categories.

As a provider, you can configure various parameters to prioritize and route orders to ensure that they are fulfilled on time.

Manually update the priority field on customer order, order line items, domain orders, and order task forms.

As a provider, revise the outbound request that was previously created for a service order by using the Order Management for Telecommunications, Media, and Technology application. This way, you can share any inflight order changes with the external systems during the order fulfillment process.OM revamp project - unable to validate this task against the UI.

Sales CRM for Telecommunications instantiates product inventory from the PSR catalog definition used to configure the quote. It manages the product lifecycle through the order, closing the loop between order submission and service activation.

Publish a test group so that you can relate it to a specification or a product model and your teams see only approved test groups.

Publish a test definition in the Service Test Management application so that test runs can reference it and your teams see only approved tests.

Quote to order (Q2O) automates the customer lifecycle from lead capture through contract acceptance to order fulfillment, reducing manual handoffs and order failures across sales and operations teams.

The resolution notes generation for ADR skill uses the following table and field inputs to generate the resolution notes for an ADR case.

The resolution notes generation skill includes the inputs that identify the table and fields that are used when the resolution notes are generated for a service problem case.

Resolve customer disputes by creating resolution tasks, documenting dispute analysis, and proposing solutions. Complete this stage after investigation and before closure.

The table architecture that supports the Order Management for Telecommunications, Media, and Technology application has been restructured. Existing customers who upgraded from earlier releases to the San Diego release must first run a Post upgrade Script to reparent the order tables and then perform column promotions.OM revamp project - This topic is obsolete and has been removed from the SOM bundle on Oct 27, 2025.

Move a published product offering version to a Retired or Archived state when it is no longer in use or being sold to your customers. When you retire a product offering version, you can't use it in a product catalog.

Move a published slice template to a Retired or Archived state when the template is no longer in use. When you retire a template, you can't use it in a service specification.

Move a published specification version to a Retired or Archived state when the version is no longer in use or being sold to your customers. When you retire a specification version, you can't use it in a product offering or create a specification version.

Retire published test definitions that you no longer use, so that new test runs can't reference them.

Retire a published test group that your teams no longer use in the Service Test Management application.

When a published specification or product offering is no longer being used, you can retire it. A retired version stays in the operational tables, but you can't use it in a product offering or create specification versions from it. To remove a retired version from the operational tables, archive it. Archiving doesn't permanently delete the version.

Check the action that was applied because of a violation and whether the action repeats.

Check the state of a test group run and the test runs that it produced.

Check the values that a test run captured and whether each value met the limits of its threshold rules.

Check the state and result of a test run, the test definition and test group run that it belongs to, and the test measures that it captured.

Check which threshold rule a test measure broke, how severe the violation is, and the values that it was compared against.

Review the account, contact, dates, line items, and related details on the selected service order to make sure that everything is correct and complete. You perform these tasks in the same Customer Orders form that you use to review customer orders.OM revamp project - This topic is obsolete and has been removed from the SOM bundle on Oct 7, 2025.

Order decomposition is the process of breaking down an approved customer or service order into a set of smaller, manageable domain orders for fulfillment. This process is driven by definitions in the product catalog to ensure that all necessary components are provisioned correctly. Learn about the decomposition process for customer and service order and their differences.

Learn how the Order Management application creates and maintains the customer product and service inventory. By using this application, you can maintain an accurate inventory of your customer products and services.

The ServiceNow Sales CRM for Telecommunications enables to unify your sales, fulfillment, and service operations on one platform.

Learn how the ServiceNow Sales CRM for Telecommunications application can help your organization manage the sales-to-fulfillment cycle for your customers. By adopting an integrated approach to quoting, ordering, and service delivery, you can increase operational efficiency and improve your customer experience.

Service Order Management (SOM) is a domain of order management that is responsible for the end-to-end life cycle of service requests. Learn how service orders are captured Order Management, and how your fulfillment managers and agents review, orchestrate, and fulfill them.OM revamp project - This topic has been removed from the SOM bundle on Oct 7, 2025. The viable content has been moved to newer topics.

Learn how your organization can perform post-approval service order fulfillment. By using this application, you can ensure that your service orders are fulfilled correctly.OM revamp project - This topic is obsolete and has been removed from the SOM bundle on Oct 7, 2025.

Learn how a service order is decomposed into its domain orders for fulfillment.OM content revamp - This topic has been removed from the SOM bundle. Common content that applies to both customer and service order has been moved to the order-,gt-order-decomposition.dita and order-decomposition-examples.dita topics.

Learn how your order fulfillment manager can review service orders for fulfillment by using the Order Management application. With this application, you can make sure that your service orders are fulfilled correctly.OM revamp project - This topic is obsolete and has been removed from the SOM bundle on Oct 7, 2025.

Review the domain resource orders that were generated for a selected service order line item so that you can ensure that all the related details are correct and complete.OM revamp project - This topic is obsolete and has been removed from the SOM bundle on Oct 7, 2025.

Review the account, contact, pricing, and date details on a telecommunications service order to make sure that it is correct and complete. You can also revise or request a cancellation of the service order. OM revamp project - This topic has been removed from the SOM bundle on Oct 14, 2025.

Review the line items and the related details of the selected service order to make sure that all line items and details are correct and complete. The related details include the service order line item characteristics and contacts.OM revamp project - This topic is obsolete and has been removed from the SOM bundle on Oct 7, 2025.

Review the domain service orders that were generated for a selected service order line item so that you can make sure that all the related details are correct and complete.OM revamp project - This topic is obsolete and has been removed from the SOM bundle on Oct 7, 2025.

Review and update the characteristic option values that are associated with a service order to make sure that the customer's selections are correct.OM revamp project - This topic is obsolete and has been removed from the SOM bundle on Oct 7, 2025.

Review and update your customer's current contact information that is associated with a service order line item so that you can make sure that your customer's information is correct.OM revamp project - This topic is obsolete and has been removed from the SOM bundle on Oct 7, 2025.

Review and update the service specifications for a service order line item so that you can make sure that the specifications are correct and complete. A service specification is a template that you can use to define, at a functional level, a product that a service provider sells to the customer.OM revamp project - This topic is obsolete and has been removed from the SOM bundle on Oct 7, 2025.

Review and update the fulfillment tasks that are associated with a service order, or order orchestration plan, so that you can make sure that all tasks are properly completed.OM content revamp project - This is a redundant topic and has been removed from the SOM bundle on Oct 9, 2025. A common topic for customer and service orders (order-mgt-customer-order-tasks.dita) has been preserved with combined content.

Learn how to create and maintain the customer service inventory. By using the Order Management application, you can maintain an accurate information of your customer services.OM revamp project - This topic is obsolete and has been removed from the SOM bundle on Oct 14, 2025.

The record page provides a simplified view of Service Problem cases. Agents can see Customer 360 data and resolve cases from this view.

The Service Problem Case sentiment analysis skill uses the following table and field inputs to analyze the customer sentiment on a service problem case.

The service problem case summarization skill includes the inputs that identify the table and fields that are used when a service problem case summary is generated.

Review the request type, its inputs and output, and the request definition that selects the adapter flow that runs a test against an external system.

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

Review the generative AI skills available for Customer Service Problem Management, what each one does, and where to use it.

ServiceNow Otto generative AI skills in Sales CRM for Telecommunications help agents summarize orders, draft communications, and surface task suggestions directly on records and in the ServiceNow Otto panel.

Use test groups to define manual or automated testing strategies, apply shared characteristics across test definitions, and limit scope using conditions tied to product inventory records.

Define test definition to specify the parameters, metrics, and threshold rules for a service test in the Service Test Management application.

Look up the table and field inputs that each Telecommunications Customer 360 skill relies on to generate a summary, insight, or draft.

Look up the table and field inputs that each Customer Service Problem Management skill relies on to generate a summary, insight, or draft.

Use the task plan template to define tasks and their dependencies that are needed to orchestrate the fulfillment journey for a product to standardize fulfillment processes across products.

Sales CRM for Telecommunications is a comprehensive order management solution designed specifically for telecommunications service providers. Sales CRM for Telecommunications serves as a critical orchestration layer within the larger telecommunications ecosystem, integrating with key systems to manage the complete journey from prospect identification to service activation.

The Sales CRM for Telecommunications PSR catalog entities, product offering, product specification, customer facing service specification, resource facing service specification, and resource specification map directly to the corresponding entities in the TM Forum (TMF) shared information and data (SID) model.

Use the ServiceNow Otto for Sales CRM for Telecommunications application to automate enrichment and fulfillment tasks. This helps customers introduce new offerings without the need to build complex subflows. These AI Agents automatically suggest new tasks based on similarities with previous orders and also provide flexibility by auto-correcting the agent’s inputs related to new tasks.

The Sales CRM for Telecommunications Product, Service, and Resource (PSR) catalog is a unified catalog that defines all required entities in a single location. It is based on the TM Forum (TMF) Shared Information and Data (SID) model.

The Sales CRM for Telecommunications workflow shows the end-to-end process for managing sales orders, from initial prospect identification through order closure.

Review the fields on the Specification To Test Group Relationship form and the rules that govern which combinations the system saves.

Several types of components are installed with activation of the Customer Service Problem Management application, including tables, user roles, and business rules.

Customer Service Problem Management (CSPM) provides a framework that enables you to follow a structured approach to handle and resolve customer-reported issues. The framework ensures a seamless and satisfactory customer experience.

The Service Test Management data model uses separate tables to define tests and to store test results. Understand this separation before you configure test groups, test definitions, or threshold rules.

Use these standalone AI agents to autonomously complete ServiceNow Otto for Sales CRM for Telecommunications tasks.

Service Test Management uses flows and subflows to run tests in the background. Events, a spoke selector, and templates start and extend them. You can add your own flows and extension points to customize the behavior.

Service Test Management uses several record types that work together to define, execute, and evaluate tests.

Configure Service Test Management to define, execute, and monitor service tests.

Find the cause of a Service Test Management error message and the action that resolves it.

Service Test Management (STM) enables service providers to define, execute, and monitor service tests in real time, and to review test results and resolve threshold violations.

Find the flows, subflows, custom actions, events, and clean-up rules that Service Test Management installs to run tests in the background.

Learn how to install Service Test Management and review the plugins that are activated with it.

Define tests, set measurable thresholds, and monitor real-time execution with accuracy using the ServiceNow (STM) application. Streamline your testing process to improve performance, verify reliability, and deliver consistent results in every scenario.

Find the plugins, roles, tables, form fields, choice values, and error messages that Service Test Management installs.

Find the Service Test Management features that are described in the Customer Service Problem Management documentation.

Review the plugins that Service Test Management requires and the optional plugins that add characteristics, test decomposition, and conditional test groups.

Review the roles that Service Test Management installs, what each role can access, and the roles that each one contains.

Test group runs and test runs move through system-controlled states. The state determines what the system does next, what an external system can update, and when records are deleted.

Define the test definitions, test measures, threshold rules, consequences, and test groups that your teams run against telecom services.

Review the states and the choice list values that the Service Test Management records use.

Review test runs, the measures captured for them, and the violations and consequences that the measures raise.

Understand the end-to-end workflow for service test management, from creating test definitions and setting threshold rules to publishing tests, grouping them with inventory, and recording test run results.

Use the Telecom Customer 360 guided setup to configure the unified customer view for your organization. Complete the three setup tasks to define your cards and configure their data and settings. Verify the page layout before customer service agents use it.

The ServiceNow Telecommunications, Media, and Technology (TMT) unifies customer care, order management, network operations, and partner ecosystems on one AI-powered platform to modernize service provider operations.

With the ServiceNow Telecommunications Network Inventory application, you can build a digital representation of your physical and logical networks, and the services that are provisioned to your customers. This network inventory contains the assets, services, and the relationships that define the infrastructure of your telecommunications networks.

Reference topics provide additional information about Telecommunications Customer 360.

Learn how Telecommunications Service Operations Management (TSOM) empowers communication service providers (CSPs) to proactively monitor, analyze, and resolve network and service issues before they impact customers. Built on the ServiceNow AI Platform, TSOM delivers a unified operations view across distributed, multi-domain telecom environments, helping teams improve service availability, operational efficiency, and customer satisfaction.

Review the fields on the Test Characteristic form and the rules that govern which characteristics you can add.

Review the fields on the Service Test Definition form.

A test definition specifies the parameters, metrics, and threshold rules for a service test. Use test definitions to identify the root cause of service problems across service types, product models, and inventory.

Define characteristics on a test group so that its test definitions can inherit them and the test group run can show them.

Review the fields on the Service Test Group form.

Find out which characteristics appear on a test group run and which value is shown when a test group and a test definition define the same characteristic.

A test group run captures one execution of a published test group and provides a structured record of test runs, measures, and characteristics.

A test group organizes related test definitions and measurement consequences to help identify the root cause of a service problem. Use test groups to define manual or automated testing strategies, apply shared characteristics across test definitions, and limit scope using conditions tied to product inventory records.

Test the ServiceNow Otto for Sales CRM for Telecommunications Image to task plan template AI agent use case.