The out-of-the-box Complaint Case Intake AI Agent handles common complaint case creation scenarios, but your organization likely has specific intake requirements. This video walks through how to customize this agent modifying instructions, adding tools such as policy document retrieval, and adjusting how the agent categorizes and routes complaint cases. Start here to learn about out-of-the-box settings for this AI agent: https://youtu.be/DKDVny7LE2A See the complaint case intake AI agent in action along with the AI-powered workflow to handle complaint cases end-to-end: https://youtu.be/a0yw8JfcYQ8 Understand the data relationships and best practices for grounding the AI-Powered complaint case management, from our CRM AI Academy Series Webinar here: https://www.youtube.com/watch?v=AMok9DcGUbw For more information, refer to our docs: https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/acc-complaint-case-handling-agentic-wkfl.html