Advanced Approval Management AI

  • Release version: Australia
  • Updated June 24, 2026
  • 3 minutes to read
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    Summary of Advanced Approval Management AI

    The ServiceNow® Advanced Approval Management AI application enables users to manage quote approval processes through Model Context Protocol (MCP)-compatible clients using natural language requests. This eliminates the need to open a ServiceNow instance by allowing approval requesters and approvers to interact directly via chat in an MCP client, such as Claude. The application connects the MCP client to a ServiceNow instance through the Sales CRM server to retrieve quote and approval request data.

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    Key Features

    • Approval Actions: Submit quotes for approval and route them to assigned approvers.
    • Approval Details: Retrieve full approval cycle history including requests, steps, actions, recalls, and rejections.
    • Get Approval Preview: Preview approval routing and approvers before submitting a quote for approval.
    • Get Pending Approval List: Retrieve all pending approval requests assigned to an approver.
    • Get Quote Details: Access quote header and line item information.
    • Update Approval Request: Approve or reject pending approval steps with optional comments on rejection.

    Users and Roles

    • Requester (Sales Rep): Submits quotes for approval, tracks approval status, and accesses quote and approval history.
    • Approver: Reviews, approves, or rejects quote approval requests and accesses related details and history.
    • Admin: Installs necessary plugins and assigns MCP server roles to requesters and approvers.

    Workflow

    The workflow begins with the admin installing plugins and assigning roles. Requesters and approvers connect their MCP-compatible clients to the Sales CRM Server. Requesters can review quote details, preview approval routing, and submit quotes for approval. Approvers retrieve their pending approval requests, review quote and approval details, and perform approval or rejection actions. Rejections require a comment explaining the reason.

    Benefits

    Advanced Approval Management AI improves efficiency by allowing approval users to perform tasks using conversational interfaces within MCP clients. This reduces the need to navigate multiple forms or tools during the sales cycle, streamlining the approval process.

    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 overview

    Advanced Approval Management AI provides MCP tools that enable approval users to engage in approval activities using the chat feature of an MCP client such as Claude. The MCP tools retrieve quote and approval request information from the Sales CRM server, which connects the MCP client to a ServiceNow instance.

    Approval requesters and approvers enter prompts or queries in the MCP client, such as asking for quote details or submitting an approval request for approval. The MCP client runs the appropriate MCP tool functionality for Advanced Approval Management AI, and returns the result.

    MCP tools for Advanced Approval Management AI

    Table 1. Tools in Advanced Approval Management AI
    Tool name [ID] Description

    Approval Actions (sn_qut_sum_skill.approval_actions)

    Submits a quote for approvals and routes them to assigned approvers.
    Approval Details (sn_adv_apr_mgt_ai.approval_details) Retrieves the complete approval cycle history for a quote, including every approval request, step, approval actions, any recalls or rejections.
    Get Approval Preview (sn_qut_sum_skill.get_approval_preview ) Previews the approval routing for a quote before a requester submits the quote for approval.
    Get pending approval list (sn_adv_apr_mgt_ai.get_pending_approval_list) Retrieves all approval requests pending for an approver.
    Get Quote Details (sn_qut_sum_skill.get_quote_details) Retrieves quote header and line item details.
    Update approval request (sn_adv_apr_mgt_ai.update_approval_request) Executes approve or reject actions on pending approval steps assigned to an approver.

    Advanced Approval Management AI users

    Table 2. Users
    User Description
    Requester (sales rep) Submits sales quotes for approval and tracks the status of approval requests as they move through the approval workflow. Accesses quote details and approval history to track approval request status.
    Approver Reviews and approves or rejects requests for quote approval. Accesses quote details and approval history to track approval request status.
    Admin Installs the required plugins and assigns the MCP server roles to requesters and approvers.

    Advanced Approval Management AI workflow

    Requesters and approvers manage the quote approval process by entering a series of queries or prompts in the MCP client, to get information or perform an approval-related task, such as submitting a quote or approving a request. The client returns requested information and performs requested actions, then provides a summary of information requested or confirmation that the task was completed.

    The following describes a typical end-to-end workflow.

    1. The sys admin installs the required plugins and assigns the MCP-related roles to advanced approval users.
    2. Requesters and approvers connect their MCP-compatible client to the Sales CRM Server.
    3. The requester asks for quote details to review the current state of a quote.
    4. The requester requests an approval preview of the quote to see the approval routing, approval rules, and approvers, before submitting a quote.
    5. The requester submits the quote for approval.
    6. The approver asks for a list of their pending approvals list to identify and prioritize quote approval requests that require action.
    7. The approver retrieves the quote header and line details and optionally reviews the approval history for the quote.
    8. The approver approves or rejects the request. If the quote is rejected, the approver must supply a comment that explains the reason for rejection.

    Advanced Approval Management AI benefits

    With Advanced Approval Management AI, your approval users can perform approval tasks with improved efficiency by using the conversational interface of the MCP client, instead of navigating between multiple options and forms or switching between tools during the sales cycle.

    What to explore next

    To learn more about configuring and using Advanced Approval Management AI, see:
    • Configuring Advanced Approval Management AI
    • Using Advanced Approval Management AI
    • Advanced Approval Management AI reference