{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":23151,"path":"intelligent-experiences/csm-triage-cases-planner-ai-agent.md","title":"Triage cases planner AI agent","bundle":null,"doc_type":null,"release":"australia","body":"\n# Triage cases planner AI agent\n\nThis AI agent triages cases. It takes appropriate actions based on the record's sentiment and intents. It is intended for agents and end-users who need assistance in resolving queries efficiently, as well as assessing a record for possible case creation.\n\n## Workflow\n\nThe agent helps users complete tasks related to triage cases planner.\n\n1.  Invoke the context validator AI agent to validate the record.\n2.  If the sentiment is negative, use the case creation AI agent to create a case. If the sentiment is neutral or positive, proceed to step 3.\n3.  Invoke the informational queries AI agent to process informational intents.\n4.  Invoke the transactional queries AI agent to process the list of transactional intents.\n5.  Invoke the case creation AI agent from the team to create the case.\n6.  Generate a customer reply.\n7.  Invoke the email response AI agent to generate and send an email response.\n8.  Generate the execution overview and add it to the case work notes.\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\nGenerate Customer Reply Content\n\nGet list of intent of specific type\n\n-   **Flow Action**\n\nUpdate source record worknotes\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\\_esm\\_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\\_esm\\_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\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"}}