---
sourceDocument: Australia Sales Customer Relationship Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/order-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# AI capabilities in Sales CRM

# AI capabilities in Sales CRM {#ariaid-title1}

Release version: Australia  
Updated August 4, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 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 AI capabilities in Sales CRM

Sales CRM incorporates generative and agentic AI capabilities designed to automate sales workflows and enhance sales team efficiency within the ServiceNow CRM environment.
These AI features are delivered through ServiceNow Otto plugins and the ServiceNow AI Platform, supporting varying levels of automation maturity across three licensing tiers: Foundation, Advanced, and Prime.
Show full answer Show less  

## Key Features

* **ServiceNow Otto for Sales Automation:** Provides agentic workflows for managing the lead lifecycle, natural language queries for CRM data, opportunity summarization, scoring and insights via machine learning, and AI-powered sales activity association to streamline opportunity and activity management.
* **ServiceNow Otto for Configure, Price, Quote (CPQ):** Enables automated quote summarization, AI-driven quote creation and modification triggered by opportunity stages or keywords, and advanced approval management directly from the client interface.
* **ServiceNow Otto for Order Management:** Offers AI-generated order summaries for complex orders, bulk updates of order details to boost agent productivity, and chat/voice-enabled order operations and invoice dispute management for B2B customers.

## Practical Considerations

* AI plugin availability may vary based on customer region, licensing, and data center restrictions---including limitations for certain regulated markets and protected data centers.
* Customers must install and configure the appropriate AI plugins to activate these capabilities within their Sales CRM workflows.

## AI Use and Limitations

These AI and machine learning features generate predictions based on data patterns but may not always produce fully accurate or appropriate outputs. Customers are responsible for validating AI results, applying human oversight, and adhering to ServiceNow's AI Acceptable Use Policy, especially when deploying in sensitive or high-impact domains.

## Data Handling and Privacy

Data processed by these AI capabilities is transferred to centralized ServiceNow environments and possibly third-party cloud providers, following ServiceNow's internal compliance policies. Customers' interactions with AI features contribute to ongoing ServiceNow model improvements, with an option to opt out of data collection.

## Getting Started and Support

* To enable AI in Sales CRM, install and configure the relevant AI plugins as detailed in ServiceNow's configuration guides.
* Support resources include the ServiceNow Community on AI and Intelligence, the Known Error Portal, and Customer Service and Support.  
Sales CRM includes generative and agentic AI capabilities that helps you automate sales workflows and enables sales teams to work more efficiently within your CRM environment.

## AI plugins for Sales CRM {#ai-capabilities-sales-crm__section_o1n_1rn_zjc}

ServiceNow AI Platform and the following ServiceNow Otto plugins together provide AI capabilities for Sales CRM workflows:

* ServiceNow Otto for Sales Automation (sn_som_gen_ai)
* ServiceNow Otto for Configure, Price, Quote (CPQ) (sn_som_gen_ai_cpq)
* ServiceNow Otto for Order Management (sn_som_gen_ai_om)
{#ai-capabilities-sales-crm__ul_vsy_y5n_zjc}  
These plugins are included in the existing Sales CRM products, bringing AI-powered automation through three licensing tiers each reflecting a different level of automation maturity:

* Foundation: Default AI assistance for simple sales processes.
* Advanced: Agentic workflows and multi-step automation.
* Prime: Custom AI agent development.
{#ai-capabilities-sales-crm__ul_pf2_hrn_zjc}

Each ServiceNow Otto plugin packages the individual AI plugins and required dependencies.  
Note:  
Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

## ServiceNow Otto for Sales Automation benefits {#ai-capabilities-sales-crm__section_bbg_ybm_bkc}

{#ai-capabilities-sales-crm__section_bbg_ybm_bkc__entry__4}

| Benefit | Feature | Store plugin | Used with |
|-|-|-|-|
| Manage the lead life cycle using an agentic workflow. | [Nurturing leads using agentic workflow](https://www.servicenow.com/docs/xv~gPQhfOwlynz1KnZgZYg "Use the Help nurture new leads agentic workflow to process the entire lead record process.") | Sales Development AI Agents (com.sn_sd_ai_agents) | Lead Management |
| Retrieve, update, create, and delete opportunity records and related CRM data from an MCP client using natural language. | [CRM conversational query](https://www.servicenow.com/docs/NfICDYhqD4jpesGjJFSoMQ "Retrieve, create, and update opportunity records and related CRM data from ServiceNow Otto and an MCP client using plain language.") | Opportunity Management AI Features (com.sn_opty_mgmt_ai) | Opportunity Management |
| Get an immediate view of key details, customer needs, recent activity, and risks about an opportunity without reviewing multiple records. | [Summarize opportunities](https://www.servicenow.com/docs/FknxATwtz0eqO4gzwboz2A "Generate an AI-powered summary of an opportunity in the CRM Workspace to get an immediate view of key details, customer needs, recent activity, and risks without reviewing multiple records.") | Opportunity Management AI Features (com.sn_opty_mgmt_ai) | Opportunity Management |
| Score opportunities, surface risk signals, and deliver qualitative insights that help sellers and leaders make faster, more confident decisions using machine learning. | [View opportunity scores and insights](https://www.servicenow.com/docs/5kcnd_~jaydKyCXK3rzX5w "Review AI-generated win probability scores and contextual insights for an opportunity to assess deal health without opening individual activity, contact, or deal records. Use this to prioritize pipeline opportunities and identify risks.") | Opportunity Management ML (sn_opty_mgmt_ml) | Opportunity Management |
| Associate sales emails with CRM records using AI-powered workflow. | [AI sales activity association](https://www.servicenow.com/docs/TgRuEH1fWv7RB2Dg3To9sg "AI sales activity association automatically connects incoming and outgoing emails to the correct CRM records using semantic search and agentic AI. Learn how the application works, its benefits, and common use cases for automating email association in your Sales CRM instance.") | AI sales activity association (com.sn_act_assoc_agent) | Activity Management |
[ ]

## ServiceNow Otto for CPQ {#ai-capabilities-sales-crm__section_yxp_w2c_dkc}

{#ai-capabilities-sales-crm__table_atb_3hc_dkc__entry__4}

| Benefit | Feature | Store plugin | Used with |
|-|-|-|-|
| Generate a consolidated report of a quote record to quickly understand the quote without manually reviewing multiple fields, line items, or related records. | [Summarize a quote using quote summarization](https://www.servicenow.com/docs/nelKkHyl8S3BNEc5pm~vtA "Summarize a quote to generate a consolidated report of a quote record to quickly understand the quote without manually reviewing multiple fields, line items, or related records.") | Summarization for Quote Management (com.sn_qut_sum_skill) | Quote Experience |
| Automate and streamline the sales quote creation and modification process by using AI to detect quote needs from triggers like opportunity stage changes and keywords. | [Manage quotes using the Quote AI Agent](https://www.servicenow.com/docs/Jgx8jWaowFO3zDKeMcRkrA "Use the Quote AI Agent to create a quote, modify an existing quote, or review a quote that the agent generated automatically from a trigger condition.") | Summarization for Quote Management (com.sn_qut_sum_skill) | Quote Experience |
| Enable agents to submit quotes for approval and approvers to take action on approval requests directly from their MCP client, such as the Claude Desktop application. | [Advanced Approval Management AI](https://www.servicenow.com/docs/Gaaup0gpcgFcrHkFbQrOqw "The ServiceNow Advanced Approval Management AI application brings quote approval capabilities to Model Context Protocol (MCP)-compatible clients. Advanced approval users can manage quote approvals using natural language requests in an MCP client, without opening a ServiceNow instance.") | Advanced Approval Management AI (sn_adv_apr_mgt_ai) | Advanced Approval Management |
[ ]

{#ai-capabilities-sales-crm__table_atb_3hc_dkc}

## ServiceNow Otto for Order Management benefits {#ai-capabilities-sales-crm__section_jxc_hps_bkc}

{#ai-capabilities-sales-crm__table_bw2_jps_bkc__entry__4}

| Benefit | Feature | Store app | Used with |
|-|-|-|-|
| Make more accurate and faster decisions and improve customer responsiveness by generating order summaries for complex orders. | [Summarize orders](https://www.servicenow.com/docs/y5~qcNNq1SZJfXwYdnk6_A "Generate a summary of a complex order for faster, more accurate decision-making and improved customer responsiveness.") | Summarization for Order Management (com.sn_ord_sum_skill) | Order Management |
| Improve productivity of order agents by enabling them to update order and order line details in bulk. | [Manage order updates](https://www.servicenow.com/docs/XmsRNI88W3jUctbLa_6voA "Use ServiceNow Otto for Order Management to manage order updates, such as applying bulk changes to order line items, removing order lines, or creating an order case, without navigating between individual records.") | Assist Order Management AI Agent (com.sn_order_cap_aias) | Order Management |
| Enable B2B customers to request changes to orders via chat and voice options. | [Manage order operations](https://www.servicenow.com/docs/oJVXk1BZMCi1Jk_1zL0iBw "Business-to-business (B2B) customers can use the Business Portal to browse product catalogs, create orders, create and view order cases, manage invoice and invoice cases, and request for quotes.") | Manage Order Operations (com.sn_ord_ops_aias) | Business Portal |
| Enable B2B customers to dispute invoices using chat and voice options. | [Manage invoice operation](https://www.servicenow.com/docs/oJVXk1BZMCi1Jk_1zL0iBw "Business-to-business (B2B) customers can use the Business Portal to browse product catalogs, create orders, create and view order cases, manage invoice and invoice cases, and request for quotes.") | Manage Invoice Operations (com.sn_inv_ops_aias) | Business Portal |
[ ]

{#ai-capabilities-sales-crm__table_bw2_jps_bkc} Important:  
* Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the [KB1584492](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584492) article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.{#ai-capabilities-sales-crm__na-in-country-notice}
* Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the [KB0743854](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.{#ai-capabilities-sales-crm__na-restricted-envs-notice}
* Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.{#ai-capabilities-sales-crm__na-standalone-language-notice}
* Some AI products and skills are not available in Regulated Markets. For more information, see [KB2593939: Regulated Markets AI Products/Skills Not Available](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e8d7cc82475aba90b7832920326d4362). Be sure to check for availability updates in future releases.
{#ai-capabilities-sales-crm__ul_j3b_4vd_wcc}

## What to do next {#ai-capabilities-sales-crm__section_lcn_sk2_dkc}

Install and configure the AI plugins to enable generative and agentic AI features that support Sales CRM workflows. For more information, see [Configuring AI capabilities in Sales CRM](https://www.servicenow.com/docs/ctiPmRpkFFpu3YBANz6g4A "Use the AI Admin Hub console to activate the various AI applications and skills that you're entitled to use.").

## Troubleshoot and get help {#ai-capabilities-sales-crm__section_nht_hgl_5yb}

* [ServiceNow Community on AI and Intelligence](https://www.servicenow.com/community/ai-intelligence-articles/tkb-p/ai-platform-kb)
* [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477)
* [Contact Customer Service and Support.](https://support.servicenow.com/now?draw=case)
{#ai-capabilities-sales-crm__ul_oht_hgl_5yb}

## AI limitations {#ai-capabilities-sales-crm__section_h54_xch_v2c}

This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not
always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility
to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making
purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by [ServiceNow's AI Acceptable Use Policy](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#ai-capabilities-sales-crm__p_kv2_nfg_h1c}

## Data processing {#ai-capabilities-sales-crm__id_w3h_qgn_xyb}

This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our [CORE Compliance Portal](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#ai-capabilities-sales-crm__p_lv2_nfg_h1c}

## Data collection {#ai-capabilities-sales-crm__id_qcq_4gn_xyb}

ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. Customers can opt out of future data collection at any time, as described in the [AI Opt-Out page](https://www.servicenow.com/docs/access?context=opt-out-of-data-sharing-for-now-assist&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).{#ai-capabilities-sales-crm__p_jv2_nfg_h1c}

For more information, see the [ServiceNow AI documentation](https://www.servicenow.com/docs/access?context=ai-products&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).{#ai-capabilities-sales-crm__p_pv2_nfg_h1d}