CRM conversational query

concept australia Updated Sep 10, 2026 1 min read crm-conversational-query.md

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. For information about connecting an MCP client to the Sales CRM MCP server, see .

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.

Configuring AI capabilities in Sales CRM

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---
title: CRM conversational query
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/order-management/crm-conversational-query.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Opportunity Management, Sales automation apps, Configure, Sales Customer Relationship Management]
---

# CRM conversational query

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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/connect-mcp-server-client.md). For information about connecting an MCP client to the Sales CRM MCP server, see .

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.

**Related topics**

[Manage opportunity records using an AI interface](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/manage-opportunity-records.md)

[Configuring AI capabilities in Sales CRM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/configuring-ai-capabilities-sales-crm.md)