---
sourceDocument: Brazil Telecommunications, Media, and Technology
sourceDocumentLink: https://www.servicenow.com/docs/r/telecom-media-technology

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Telecommunications, Media, and Technology

ft:clusterId :

    - telmt

bundleId :

    - telmt

workflow :

    - Customer and Industry


---

# ServiceNow Otto skills in Sales CRM for Telecommunications

# ServiceNow Otto skills in Sales CRM for Telecommunications {#ariaid-title1}

Release version: Brazil  
Updated November 5, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
ServiceNow Otto generative AI skills in Sales CRM for Telecommunications help agents summarize orders, draft communications, and surface task suggestions directly on records and in the ServiceNow Otto panel.

ServiceNow Otto skills are generative AI capabilities that run on individual records in Sales CRM for Telecommunications. Skills assist agents with discrete tasks such as summarizing an order, generating a note, or recommending next steps. Unlike agentic workflows, skills do not run autonomously across multiple steps.{#servicenow-otto-skills-in-sales-crm-for-telecommunications__servicenow-otto-skills-in-sales-crm-for-telecommunications-para-1}

Skills are configured and activated in the AI Admin Hub. You can customize skill inputs and prompts to match your organization's data and terminology. The same activation and customization procedures apply across all ServiceNow Otto for TMT applications.{#servicenow-otto-skills-in-sales-crm-for-telecommunications__servicenow-otto-skills-in-sales-crm-for-telecommunications-para-2}