Configuring AI capabilities in Sales CRM

  • Release version: Australia
  • Updated August 4, 2026
  • 2 minutes to read
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    Summary of Configuring AI capabilities in Sales CRM

    ServiceNow enables AI capabilities in Sales CRM through a structured, tiered approach consisting of Foundation, Advanced, and Prime product tiers, each adding progressive AI functionality. To activate AI features, customers must first install and configure specific ServiceNow Otto applications tailored to Sales Automation, Configure Price Quote (CPQ), and Order Management. These AI capabilities enhance sales processes by automating workflows, summarizing data, scoring opportunities, and managing approvals and orders.

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    Key Configuration Steps

    Before enabling AI skills, install the following essential plugins via the Application Manager:

    • ServiceNow Otto for Sales Automation (snsomgenai)
    • ServiceNow Otto for CPQ (snsomgenaicpq)
    • ServiceNow Otto for Order Management (snsomgenaiom)

    AI skills are not activated automatically after plugin installation; they must be enabled explicitly within the AI Admin Hub console.

    Configuring AI Features by Application

    • Sales Automation: Configure nurturing leads with agentic workflows, enable CRM conversational queries, customize opportunity summarization, set up machine learning-based opportunity scoring and insights, and install AI sales activity association.
    • CPQ: Customize quote summarization skills and configure Advanced Approval Management AI.
    • Order Management: Customize order summarization skills, configure Manage Order Operations, and Manage Invoice Operations applications.

    Domain Separation and Data Privacy

    AI skills operate in the global domain by default, but in domain-separated environments, AI processes only data within the user's domain to maintain data isolation and security. There is no data co-mingling, and generative AI services do not retain any prompts or responses, ensuring privacy and compliance.

    Practical Benefits for ServiceNow Customers

    • Streamlined sales processes with AI-driven lead nurturing and opportunity management.
    • Improved quote and order management through AI summarization and automation.
    • Enhanced data security in multi-domain environments with robust domain separation.
    • Ability to tailor AI capabilities to specific business needs by selectively enabling and customizing skills.

    Use the AI Admin Hub console to activate the various AI applications and skills that you're entitled to use.

    Installation overview

    ServiceNow structures its products and packages in three tiers: Foundation, Advanced, and Prime. Each tier incorporates AI and builds progressively on the previous one with additional AI capabilities, agents, and governance tools. For more information about product tiers, see ServiceNow product tiers.

    Before installing the ServiceNow Otto plugins, review the ServiceNow® AI implementation for best practices and additional resources.

    You must install at least one ServiceNow Otto application before you can configure any skills. Install the following plugins using the Application Manager to enable AI skills and capabilities for Sales CRM:
    • ServiceNow Otto for Sales Automation (sn_som_gen_ai)
    • ServiceNow Otto for CPQ (sn_som_gen_ai_cpq)
    • ServiceNow Otto for Order Management (sn_som_gen_ai_om)

    For more information on installing AI plugins, see Install plugins for ServiceNow Otto.

    Note:
    In Sales CRM, AI skills aren't automatically enabled after plugin activation. You must enable them from the AI Admin Hub console.

    Configuration tasks

    Perform the tasks listed in the following tables to enable the respective AI skill or feature.

    Table 1. ServiceNow Otto for Sales Automation configuration tasks
    AI feature Configuration task
    Nurturing leads using agentic workflow Nurturing leads using agentic workflow
    CRM conversational query CRM conversational query
    Summarize opportunities Customize the opportunity summarization skill in ServiceNow Otto for Sales Automation
    Set up ML-based opportunity scoring and insights
    AI sales activity association Install AI sales activity association
    Table 2. ServiceNow Otto for CPQ configuration tasks
    AI feature Configuration task
    Summarize a quote using quote summarization Customize a quote summarization skill in ServiceNow Otto for Configure, Price, Quote (CPQ)
    Using Advanced Approval Management AI Configuring Advanced Approval Management AI
    Table 3. ServiceNow Otto for Order Management configuration tasks
    AI feature Configuration task
    Summarize an order using Summarization for Order Management Customize an order summarization skill in ServiceNow Otto for Order Management
    Manage order operations Configuring the Manage Order Operations application
    Manage invoice operations Configuring the Manage Invoice Operations application

    Skills in global domain reuse

    By default, all skills exist in the global domain. When you use AI in a domain-separated environment, users are only able to access data in their domain. For example, if a user uses the summarization skill, AI only uses material that exists in the user's domain when generating that summary. Additionally, there is no co-mingling of data for domain-separated instances when using generative AI skills. The data resides only on the instance, and the shared services used for generative AI do not persist any requests (prompts) and responses. For more information, see Domain separation in the AI Admin Hub console. (Note that global domain is not the same as global scope. For more information, see Exploring Next Experience pickers.)