---
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


---

# CRM conversational query

# CRM conversational query {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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.
You can access the agent in the following ways:

* ServiceNow Otto panel: from the CRM home page.
* Model Context Protocol (MCP) client (for example, Claude): through the Sales CRM MCP server. This server is preconfigured and appears as Sales CRM in MCP Server Console. It's installed automatically with the Sales Common plugin when you install a Sales CRM application, such as Opportunity Management or Lead Management. You don't have to create a server or add tools. For information about connecting an MCP client to the server, see [Connecting to an MCP server from an MCP client](https://www.servicenow.com/docs/access?context=connect-mcp-server-client&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). For information about connecting an MCP client to the Sales CRM MCP server, see .

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The agent supports the following operations on opportunity records and related entities, including contacts, tasks, touchpoints, meetings, line items, and competitors:

* Retrieve: view pipeline snapshots, opportunity details, tasks, touchpoints, contacts, accounts, and opportunity lines.
* Update: change field values on opportunities and related records. You can update multiple fields in one request and use relative dates, such as "end of next month".
* Create: add opportunities, contacts, tasks, touchpoints, and competitors.
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**Related concepts**   

* [Configuring AI capabilities in Sales CRM](https://www.servicenow.com/docs/ZSxtLiRIrS3PE1msZgMS3Q "Use the AI Admin Hub console to activate the various AI applications and skills that you're entitled to use.")  
**Related tasks**   

* [Manage opportunity records using an AI interface](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.")