--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Opportunity AI agent # Opportunity AI agent {#ariaid-title1} Release version: Australia Updated October 5, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Opportunity AI agent The Opportunity AI agent in ServiceNow streamlines the management of sales opportunities and their related records, including accounts, contacts, touchpoints, tasks, line items, competitors, and meetings. It leverages natural language processing to help users read, create, update, and summarize opportunities efficiently within the platform. Before applying any changes to key records like opportunities, accounts, contacts, or line items, the agent previews modifications and requires user approval, ensuring accuracy and control. Show full answer Show less ## Key Features * **Natural Language Interaction:** Users can manage opportunity-related records through intuitive, conversational requests, with the agent identifying the intended actions and related records automatically. * **Clarification and Precision:** If a request is ambiguous or unsupported, the agent asks clarifying questions to ensure correct execution. * **Record Handling:** The agent uses the record named by the user or the one currently open in the workspace to provide relevant information or updates. * **Search and Summarization:** Retrieves and displays matching records or opportunity summaries, showing up to the first 10 results to maintain clarity. * **Guided Creation:** When creating new opportunities, the agent assists in selecting appropriate sales cycle types and stages to align with the sales process. * **Change Preview and Approval:** Changes to opportunities, accounts, contacts, and line items are previewed before application; other related records are updated directly. * **Outcome Reporting:** After actions, the agent reports results, explains any failures, and suggests up to three next steps to guide the user. * **Configurable Access and Memory:** Administrators can control third-party and AI specialist access, manage long-term memory for contextual interactions, and define user roles for secure and customized use. * **Integration and Extensibility:** The agent supports configuration of triggers and is enabled for the ServiceNow Otto AI panel, fitting into agentic workflows. ## Practical Benefits for ServiceNow Customers * **Efficiency:** Automates and simplifies sales opportunity management by reducing manual data entry and navigation. * **Accuracy and Control:** Provides previews and requires approval before critical changes, minimizing errors. * **Contextual Assistance:** Uses previous interactions (if enabled) to maintain context, improving responsiveness and relevance. * **Customizable Security:** Ensures only authorized roles can access or modify opportunity data, aligning with organizational policies. * **Guided Sales Processes:** Helps maintain consistency in sales cycles and stages, supporting best practices. ## Configuration Highlights Key configuration settings include enabling third-party and specialist access to the AI agent, managing long-term memory for enhanced context, and specifying user roles for access and data permissions. These settings are managed through system properties and the AI Agent configs table, allowing administrators to tailor the agent's capabilities and security to their organizational needs. This AI agent helps the user read, create, update, and summarize opportunities and their related records, such as accounts, contacts, touchpoints, opportunity tasks, line items, and meetings. It previews changes to opportunities, accounts, contacts, and line items and makes them only after the user approves. ## Workflow {#sfa-opportunity-ai-agent__zsmdlwierhjt} The agent helps users manage opportunities and their related records through natural-language requests. 1. Identify the action the user wants to take and the record it applies to, and ask a clarifying question if the request is unclear or not supported. 2. Use the record the user names, or the record open in the workspace if the user doesn't name one. 3. Retrieve and present the matching records or an opportunity summary, showing the first 10 results when more exist. 4. When creating an opportunity, help the user choose a sales cycle type and a stage that belongs to it. 5. Preview changes to opportunities, accounts, contacts, and line items, and apply them only after the user approves. 6. Apply changes to touchpoints, opportunity tasks, competitors, associated contacts, and meetings directly. 7. Report the result, including the reason for any failure, and provide up to three next steps the user can take. {#sfa-opportunity-ai-agent__ol_sfa_opportunity} {#sfa-opportunity-ai-agent__table_gfn_wv5_5kc__entry__2} | Field | Description | |-|-| | Allow third party to access this AI agent | When 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. | | Allow AI specialists to access this AI agent | When 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. | | Manage long-term memory | When 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://www.servicenow.com/docs/MUqSU8rHp3ao~q3QEWgHkA "Find more information about user roles, tables, and the different properties that are installed in ServiceNow Otto AI agents."). | | Tools | Scripts : Opportunity Create : Opportunity Lookup : Opportunity Update | | Allowed user roles The specific user roles that can access this AI agent. | * sn_sales_common.sales_agent * sn_sales_common.sales_restricted_agent {#sfa-opportunity-ai-agent__ul_hfn_wv5_5kc} | | Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | * sn_sales_common.sales_agent * sn_sales_common.sales_restricted_agent {#sfa-opportunity-ai-agent__ul_ifn_wv5_5kc} | | Triggers | Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://www.servicenow.com/docs/NXqRJBQV_Vw00FEzklcAJw "In the guided setup for an AI agent, add triggers to run the AI agent automatically when certain conditions are met."). | | Channels | Enable the AI agent for the ServiceNow Otto panel. | | Used in agentic workflows | Opportunity Agentic Workflow | [Table 1. Configuration] {#sfa-opportunity-ai-agent__table_gfn_wv5_5kc} Learn more about Opportunity Management at [Opportunity Management](https://www.servicenow.com/docs/access?context=opportunity-management&version=australia&pubname=australia-order-management&ft:locale=en-US). To manage opportunity records, see [Manage opportunity records using an AI interface](https://www.servicenow.com/docs/access?context=manage-opportunity-records&version=australia&pubname=australia-order-management&ft:locale=en-US).