---
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


---

# Manage opportunity records using an AI interface

# Manage opportunity records using an AI interface {#ariaid-title1}

Release version: Australia  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read  
Retrieve, create, and update opportunity records and related CRM data from ServiceNow Otto and an MCP client using plain language.

## Before you begin

Role required: admin

## About this task

All changes go through the same server-side business rules, validation scripts, and access controls that apply on the standard form. Every create or update action requires explicit confirmation before the agent commits.

## Procedure

1. Use ServiceNow Otto or connect through your MCP client.  
   For information on how to connect to an MCP server from an MCP client, refer [Connecting to an MCP server from an MCP client](https://www.servicenow.com/docs/access?context=connect-mcp-server-client&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US)
2. Type a natural language prompt for the operation you want to perform.  
   {#manage-opportunity-records__table_wl4_fq2_kjc__entry__2}

   | Operation | What to type |
   |-|-|
   | Retrieve | Examples by data type: Pipeline :   "Show me all my open opportunities" or "What's my pipeline split by stage?" Product catalog :   "Search the product catalog for enterprise storage solutions" or "What products are available in the networking category?" Opportunity detail :   "I'm getting on a call with \<company name\> --- fetch the open opportunity details." Opportunity lines :   "Show me all line items on the \<company name\> opportunity" or "Fetch the products being sold in OPTY100001." Tasks --- today :   "What tasks do I have today including overdue?" Tasks --- overdue :   "Show me all my overdue tasks." Tasks --- by opportunity :   "Show me all open tasks for the \<company name\> opportunity." Touchpoints :   "Show me all touchpoints logged against \<company name\> in the last month." Touchpoint --- notes :   "Fetch my last touchpoint for the \<company name\> opportunity" or "Show me the description of the discovery call touchpoint on OPTY100001." Contacts :   "Fetch all the stakeholders for this opportunity" or "Who are my contacts at \<company name\>?" Competitors :   "Fetch all competitors for the \<company name\> opportunity" or "Who are the competitors on OPTY100001?" Accounts :   "Show me all accounts I own." |
   | Update | Examples by field or entity: Opportunity lines :   "Update the quantity of the Pro License on the \<company name\> deal to five." Stage :   "Move the \<company name\> Q3 deal to Proposal/Price Quote" or "Move OPTY100001 to the next stage." Forecast category :   "Change the forecast category on the \<company name\> deal to Commit." Close date :   "Push the close date for \<company name\> to end of next month." Relative expressions such as "Q3 end" or "next Friday" are supported. Close dates can't be set in the past. Deal size :   "Set OPTY100001 amount to 350K." Formatted inputs such as $350,000 and 0.35M are supported. Work notes :   "Add a note to \<company name\>: 'Budget confirmed, decision in 30 days.'" Notes are appended and never overwritten. Custom or default fields :   "Set next steps on \<company name\>: 'Send revised proposal by Friday'" or "Update loss reasons on OPTY100001." Multi-field (up to five fields) :   "Update \<company name\>: stage to Negotiation, close date to June 30, forecast to Commit." Owner :   "Reassign the \<company name\> deal to Alex Johnson." Contact role :   "Change Alex Smith's role on \<company name\> from Influencer to Decision Maker." Competitor details :   "Mark Salesforce as the incumbent on the \<company name\> opportunity" or "Set Oracle's incumbent status to false on OPTY100001." :   "Update the product family for Salesforce on the \<company name\> deal to Sales Cloud." :   "Set the product offering for Oracle on OPTY100001 to Fusion CRM." Task --- close :   "Mark my \<company name\> follow-up task as complete." Task --- notes :   "Add a note to my \<company name\> call task: 'Left voicemail, retry Thursday.'" Task --- reassign :   "Reassign my \<company name\> follow-up task to Alex Johnson." Touchpoint --- complete :   "Mark my \<company name\> touchpoint from yesterday as completed." Touchpoint --- outcome :   "Set the outcome of my last \<company name\> call to Positive." Touchpoint --- notes :   "Update the notes on the last \<company name\> call: 'Champion requested a revised proposal.'" Contact fields :   "Update Alex Smith's mobile to +1-555-0199" or "Change Alex Smith's title to Chief Procurement Officer." |
   | Create | Examples by record type: Opportunity :   "Create a new opportunity for \<company name\>, $200K, closing in June." The account must already exist; if it's not found, the agent asks you to clarify. Opportunity lines :   "Add the Enterprise Storage 10TB product to the \<company name\> opportunity" or "Add two units of the Pro License to OPTY100001." Opportunity competitor :   "Add Salesforce as a competitor on the \<company name\> deal" or "Add Oracle to the competitor list for OPTY100001 with product family CRM." Note: The agent prevents duplicate competitor entries on the same opportunity. Opportunity contact with role :   "Add Jane Smith as the economic buyer on \<company name\>." If the contact doesn't exist, the agent asks whether to create one. Opportunity task :   "Create a follow-up task on \<company name\> for next Monday." Relative due dates such as "next Thursday" are supported. The task is assigned to you by default. Touchpoint --- call or meeting :   "Log a 30-minute discovery call with Jane Smith at \<company name\> today." Touchpoint --- notes :   "Add a note to my \<company name\> touchpoint from yesterday: 'Budget confirmed, decision expected in 30 days." Contact :   "Create a contact: John Doe, VP Sales at \<company name\>, john@abcd.com." |
   [ ]

   {#manage-opportunity-records__table_wl4_fq2_kjc}
3. **Optional:** Provide any additional information the agent asks for.  
   Note:  
   * For create operations, the agent asks for missing mandatory fields one at a time.
   * For update operations, it resolves ambiguous record references by asking you to select from a list.
   * Field-type validations run before any change is committed; if a value is invalid, the agent returns an error and suggests a correction.
   {#manage-opportunity-records__ul_wbq_cr2_kjc}
4. For create and update operations: review the confirmation card and confirm to commit.  
   Note:  
   The confirmation card shows what will change before anything is saved. For update operations, it shows the old and new value for each field. Retrieve operations return results directly without a confirmation step.  
   The agent performs the operation and returns the result. For create operations, it returns the record name and a link. If you don't have the required access, the agent returns a permission denied message.
{#manage-opportunity-records__steps_lft_tp2_kjc}
**Related concepts**   

* [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.")
* [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.")