{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":23137,"path":"intelligent-experiences/csm-cc-complaint-case-research-plan-agent-ai-agent.md","title":"Complaint case research plan AI agent","bundle":null,"doc_type":null,"release":"australia","body":"\n# Complaint case research plan AI agent\n\nAnalyzes \"Under Review\" complaint cases to identify previously attempted troubleshooting steps and recommends new solutions from similar closed cases and knowledge articles. Prioritizes relevant suggestions, presents them with source attribution, updates work notes, and creates case task plans based on successful resolution patterns. Filters redundant recommendations and ensures proper workflow integration within case management systems.\n\n## Workflow\n\nThe agent helps users complete tasks related to complaint case research plan agent.\n\n1.  Retrieve case details.\n2.  Display previously attempted troubleshooting steps, if applicable.\n3.  Search for similar cases and knowledge articles.\n4.  Analyze troubleshooting steps and similar cases.\n5.  Generate a list of unique troubleshooting steps and present it to the customer, including links to sources.\n6.  Ask customer if they want to add these case tasks to the case.\n7.  Confirm with user and end the process.\n\n<table><thead><tr><th>\n\nField\n\n</th><th>\n\nDescription\n\n</th></tr></thead><tbody><tr><td>\n\nAllow third party to access this AI agent\n\n</td><td>\n\nWhen 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.\n\n</td></tr><tr><td>\n\nAllow AI specialists to access this AI agent\n\n</td><td>\n\nWhen 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.\n\n</td></tr><tr><td>\n\nManage long-term memory\n\n</td><td>\n\nWhen 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/australia/markdown/australia/intelligent-experiences/na-aia-reference.md).\n\n</td></tr><tr><td>\n\nTools\n\n</td><td>\n\n-   **Script**\n\nCreate case tasks\n\nGet case details using number and fields\n\nGet case task details\n\nUpdate worknotes\n\n-   **Search retrieval**\n\nGet Similar complaint cases and Relevant knowledge articles\n\n\n</td></tr><tr><td>\n\nAllowed user roles The specific user roles that can access this AI agent.\n\n</td><td>\n\nsn\\_customerservice\\_agent, sn\\_customerservice.consumer\\_agent\n\n</td></tr><tr><td>\n\nData access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take.\n\n</td><td>\n\nsn\\_customerservice\\_agent, sn\\_customerservice.consumer\\_agent\n\n</td></tr><tr><td>\n\nTriggers\n\n</td><td>\n\nOptional. 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/australia/markdown/australia/intelligent-experiences/add-trigger-aia.md).\n\n</td></tr><tr><td>\n\nChannels\n\n</td><td>\n\nConfigure an assistant for Virtual Agent or ServiceNow Otto panel using [Assistant Designer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/configure-now-assist-va.md).\n\n</td></tr><tr><td>\n\nUsed in agentic workflows\n\n</td><td>\n\nAccelerate Complaint Case Handling\n\n</td></tr></tbody>\n</table>Learn more about Customer Service Management at [Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/c_CustomerServiceManagement.md).\n\n**Parent Topic:**[Customer Service Management AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/csm-ai-agents-overview.md)\n\n"}}