{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":23149,"path":"intelligent-experiences/csm-rma-rma-assistant-ai-agent.md","title":"RMA Assistant AI agent","bundle":null,"doc_type":null,"release":"australia","body":"\n# RMA Assistant AI agent\n\nThis AI agent helps customers and human agents with RMA case creation and processing for product returns, repairs, and replacements.\n\n## Workflow\n\nThe agent helps users complete RMA tasks.\n\n1.  Acknowledge concerns empathetically.\n2.  Inform the user, \"I understand this isn't fully addressing your needs.\"\n3.  Wait for acknowledgment.\n4.  Transfer to human agent.\n5.  End chat only after confirmation.\n6.  If user asks off-topic questions: Inform politely that this is not part of the RMA Case flow and offer to connect to live agent at the end.\n7.  After live agent chat ends, or if no agents are found, close the flow smoothly with summary.\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\nCheck Product Exceptions\n\nCheck user has a Customer role\n\nCreate case line entitlements\n\nCreate RMA Case\n\nCreate RMA Case Line\n\nCustomer identification\n\nFetch Request Reason Code values\n\nFetch the associated case lines\n\nGet the available entitlements\n\nGet the Recommendations\n\nMove case to Request info\n\nMove case to WIP\n\nProduct Lookup\n\nRMA Case lookup\n\nSend summary email for RMA case\n\nUpdate case lines\n\nUpdate interaction record with account and contact\n\nUpdate RMA case\n\nUpdate RMA Case state\n\nValid RMA case number\n\n-   **Topic Block**\n\nFetch User Context\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\\_csm\\_rma\\_case.csm\\_rma\\_case\\_agent, sn\\_customerservice.customer\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\nNot defined.\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\nNot applicable.\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"}}