--- sourceDocument: Brazil Sales Customer Relationship Management sourceDocumentLink: https://www.servicenow.com/docs/r/order-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil 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: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read 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=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). Before installing the ServiceNow Otto plugins, review the [Implementing AI on the ServiceNow AI Platform](https://www.servicenow.com/docs/access?context=sn-ai-implementation-landing&version=brazil&pubname=brazil-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=brazil&pubname=brazil-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/3djVXS0dX32PR8sSIduqEQ "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/3djVXS0dX32PR8sSIduqEQ "Use the Help nurture new leads agentic workflow to process the entire lead record process.") | | [CRM conversational query](https://www.servicenow.com/docs/cLbO6jWQUCj8dsQa~xCrCQ "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/Gd96cWNrVaikQW7MHiXrvQ "CRM conversational query is an AI agent in ServiceNow Otto that retrieves, updates, and creates CRM records from plain-language requests without opening a form.") | | [Summarize opportunities](https://www.servicenow.com/docs/PJ_YNK~rJ~zcgGJxqKblFg "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/vNCyWEVGFfzILB_MzXli7Q "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/1S~FCmVdnYeTTcCxc12Qyw "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/YZsVBHcKc8lcYVT7vxaHpw "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/1tomvym3yR6JvHTkgfsgnA "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/kRKoPZ5b4VaOyRX~BPeuew "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/1C74Xk9LnWfoxUyaEIc2KQ "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/uzSk3RVzS5hSae4sKDa9bQ "Configure the ServiceNow Otto for Configure, Price, Quote (CPQ) application so that the agent can use the generative AI skills in the CRM Workspace and Business Portal.") | | [Using Advanced Approval Management AI](https://www.servicenow.com/docs/8ll3yFRs1gB5Af42KDyQjw "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/DnRrR~GCrY8haF2qFzx3nQ "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/2uZ~OtGr_rOati3CSRD3dA "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/Eq~yhInbjfGTcf~gvI1o6w "Configure the ServiceNow Otto for Order Management application so that your order agent and fulfillment agent can use the generative AI skills in the CRM Workspace and Business Portal.") | | [Manage order operations](https://www.servicenow.com/docs/2T_8Opn77USABaJptw3g0g "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/C6wfp~CawsTUbzaN4prYMw "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/2T_8Opn77USABaJptw3g0g "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/~vA3VpU5iiauF5BNM2CFdQ "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 CRM 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=brazil&pubname=brazil-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=brazil&pubname=brazil-platform-user-interface&ft:locale=en-US).) **Related concepts** * [AI capabilities in Sales CRM](https://www.servicenow.com/docs/wnXMGXPynSWrZB~czI1ozg "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=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US)