--- 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 --- # Configuring AI capabilities in Sales CRM # Configuring AI capabilities in Sales CRM {#ariaid-title1} Release version: Australia Updated August 4, 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 Configuring AI capabilities in Sales CRM This guide explains how ServiceNow customers can configure AI capabilities within Sales CRM using the AI Admin Hub console. AI applications and skills are activated through this console after installing the necessary ServiceNow Otto plugins. ServiceNow products are organized in tiers---Foundation, Advanced, and Prime---each adding progressively more AI features and governance tools. Show full answer Show less Before configuration, customers must install at least one Otto application relevant to their Sales CRM use case. AI skills are not enabled by default after plugin installation and must be explicitly activated via the AI Admin Hub. ## Installation and Configuration To enable AI skills for Sales CRM, install these Otto plugins through the Application Manager: * ServiceNow Otto for Sales Automation (snsomgenai) * ServiceNow Otto for Configure, Price, Quote (CPQ) (snsomgenaicpq) * ServiceNow Otto for Order Management (snsomgenaiom) After installation, use the AI Admin Hub to enable and customize specific AI skills and features. Configuration tasks are grouped by Otto application: * **Sales Automation:** Configure lead nurturing workflows, CRM conversational queries, opportunity summarization, opportunity scoring and insights, and AI sales activity association. * **CPQ:** Customize quote summarization and configure Advanced Approval Management AI. * **Order Management:** Customize order summarization, and configure order and invoice operations management applications. ## Data Privacy and Domain Separation All AI skills operate within the global domain by default. In domain-separated environments, AI accesses only the data within a user's domain, ensuring data isolation. There is no mixing of data between domains, and generative AI does not persist prompts or responses outside the instance, maintaining data privacy and compliance. ## Practical Benefits for ServiceNow Customers * Enables automation and intelligent enhancement of sales processes such as lead nurturing, quoting, and order management. * Provides actionable insights through AI-driven opportunity scoring and summarization features. * Ensures data privacy and governance in multi-domain environments. * Allows flexible activation and customization of AI skills based on organizational needs and installed plugins. Use the AI Admin Hub console to activate the various AI applications and skills that you're entitled to use. ## Installation overview {#configuring-ai-capabilities-sales-crm__section_fnw_2wb_dkc} 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](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). Before installing the ServiceNow Otto plugins, review the [ServiceNow® AI implementation](https://www.servicenow.com/docs/access?context=sn-ai-implementation-landing&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) 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) {#configuring-ai-capabilities-sales-crm__ul_zkc_yyb_dkc} For more information on installing AI plugins, see [Install AI plugins in AI Admin Hub](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). 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 {#configuring-ai-capabilities-sales-crm__section_lll_1fc_dkc} Perform the tasks listed in the following tables to enable the respective AI skill or feature. {#configuring-ai-capabilities-sales-crm__table_mtt_gfc_dkc__entry__2} | AI feature | Configuration task | |-|-| | [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.") | [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.") | | [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.") | [CRM conversational query](https://www.servicenow.com/docs/AZxUn3DzbVIkdM~3Rgh~IQ "CRM conversational query is an AI agent embedded in ServiceNow Otto. You can ask questions and issue commands in plain language and the agent performs the action without you opening a form.") | | [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.") | [Customize the opportunity summarization skill in ServiceNow Otto for Sales Automation](https://www.servicenow.com/docs/m29VbLbSuf1hq~jqWGYJvA "Configure the opportunity summarization skill to generate AI-powered opportunity summaries in the CRM Workspace, including which data sources and fields contribute to the summary.") | | [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.") | [Set up ML-based opportunity scoring and insights](https://www.servicenow.com/docs/qANSFf2EZkUTEKQunR1bHA "Give your sales team a win probability score and supporting insights on every open opportunity by training a machine learning (ML) model on your closed deals and activating the jobs that score opportunities.") | | [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.") | [Install AI sales activity association](https://www.servicenow.com/docs/uNsimr_M~wc4uM7S1YUvqQ "You can install the AI sales activity association application (com.sn_act_assoc_agent) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.") | [Table 1. ServiceNow Otto for Sales Automation configuration tasks] {#configuring-ai-capabilities-sales-crm__table_mtt_gfc_dkc} {#configuring-ai-capabilities-sales-crm__table_ams_m3c_dkc__entry__2} | AI feature | Configuration task | |-|-| | [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.") | [Customize a quote summarization skill in ServiceNow Otto for Configure, Price, Quote (CPQ)](https://www.servicenow.com/docs/qIYszEn8d65gsEX8jqyd3A "Configure the ServiceNow Otto for Configure, Price, Quote (CPQ) application so that the agent can use the generative AI skills in the CSM/FSM Configurable Workspace and Business Portal.") | | [Using Advanced Approval Management AI](https://www.servicenow.com/docs/zObQDiQxDqQhnrikdverjQ "Advanced Approval Management AI enables approval requesters and approvers to manage quote approvals using natural language requests in an MCP client, without opening a ServiceNow instance.") | [Configuring Advanced Approval Management AI](https://www.servicenow.com/docs/7DX4DXihQzC17E4JRk0Xhg "Install and set up the Advanced Approval Management AI application, which enables advanced approval users to manage quote approvals by using an MCP-compatible client such as Claude.") | [Table 2. ServiceNow Otto for CPQ configuration tasks] {#configuring-ai-capabilities-sales-crm__table_ams_m3c_dkc} {#configuring-ai-capabilities-sales-crm__table_yq5_rqc_dkc__entry__2} | AI feature | Configuration task | |-|-| | [Summarize an order using Summarization for Order Management](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.") | [Customize an order summarization skill in ServiceNow Otto for Order Management](https://www.servicenow.com/docs/YBfyFpDkCgJFTDQKGgFH8A "Configure the ServiceNow Otto for Order Management application so that your order agent and fulfillment agent can use the generative AI skills in the CSM/FSM Configurable Workspace and Business Portal.") | | [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.") | [Configuring the Manage Order Operations application](https://www.servicenow.com/docs/Uf~9d387FNFOYgS2QrIYRQ "Business-to-business (B2B) customers can submit order cases using ServiceNow Otto Virtual Agent from the Business Portal. Interaction channels include chat and voice options.") | | [Manage invoice 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.") | [Configuring the Manage Invoice Operations application](https://www.servicenow.com/docs/d~00E6jSwE_GvyjbJD5kAQ "Business-to-business (B2B) customers can submit invoice cases using ServiceNow Otto Virtual Agent from the Business Portal. Interaction channels include chat and voice options. Billing specialists and agents can use the invoice dispute assist agentic workflow from the CSM/FSM Configurable Workspace to resolve invoice cases.") | [Table 3. ServiceNow Otto for Order Management configuration tasks] {#configuring-ai-capabilities-sales-crm__table_yq5_rqc_dkc} ## Skills in global domain reuse {#configuring-ai-capabilities-sales-crm__section_z2p_rnl_bkc} 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](https://www.servicenow.com/docs/access?context=domain-separation-in-the-now-assist-admin-console&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). (Note that global domain is not the same as global scope. For more information, see [Exploring Next Experience pickers](https://www.servicenow.com/docs/access?context=next-experience-pickers&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US).) **Related concepts** * [AI capabilities in Sales CRM](https://www.servicenow.com/docs/cQ8m_XG5e2RL_9VH65OLkw "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.") **Related topics** * [Overview tab in AI Admin Hub](https://www.servicenow.com/docs/access?context=configuring-now-assist&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US)