---
title: Microsoft Dynamics CRM lead management AI agent
description: This AI agent manages leads in Microsoft Dynamics CRM. It creates leads and looks up lead details by lead ID.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/inth-ms-dyncrm-microsoft-dynamics-crm-lead-management-ai-agent.html
release: australia
topic_type: reference
last_updated: "2026-09-30"
reading_time_minutes: 2
breadcrumb: [Microsoft Dynamics CRM Spoke AI agents, Integration Hub AI agents, Integration Hub, AI agents library, AI assets, Enable AI experiences]
---

# Microsoft Dynamics CRM lead management AI agent

This AI agent manages leads in Microsoft Dynamics CRM. It creates leads and looks up lead details by lead ID.

## Workflow

The agent helps the user create and review leads in Microsoft Dynamics CRM.

1.  Ask the user what they want to do and collect the details the action needs, such as the lead ID or lead details.
2.  Look up a lead's details by lead ID.
3.  Create a new lead.
4.  Report the outcome to the user, including details of any error.

<table><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Allow third party to access this AI agent

</td><td>

When enabled, third-party AI agents can use this agent. This value is off \(false\) by default. This setting is defined in the AI Agent configs \[sn\_aia\_agent\_config\] table on the External discoverable field.

</td></tr><tr><td>

Allow AI specialists to access this AI agent

</td><td>

When enabled, AI specialists can use this agent. This value is off \(false\) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs \[sn\_aia\_agent\_config\] table on the Specialist enabled field.

</td></tr><tr><td>

Manage long-term memory

</td><td>

When enabled, all previous user interactions are used as context for the LLM. This value is off \(false\) by default. This setting is defined by the **sn\_aia.ltm.enable\_long\_term\_memory** system property. For more information, see [ServiceNow Otto AI agents reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/na-aia-reference.md).

</td></tr><tr><td>

Tools

</td><td>

-   **Flow Actions**

Create Lead

Look up Lead Details by Lead ID


</td></tr><tr><td>

Allowed user roles The specific user roles that can access this AI agent.

</td><td>

snc\_internal

</td></tr><tr><td>

Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take.

</td><td>

snc\_internal

</td></tr><tr><td>

Triggers

</td><td>

Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/add-trigger-aia.md).

</td></tr><tr><td>

Channels

</td><td>

Configure an assistant for Virtual Agent or ServiceNow Otto panel using [Assistant Designer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/configure-now-assist-va.md).

</td></tr><tr><td>

Used in agentic workflows

</td><td>

Not applicable.

</td></tr></tbody>
</table>**Parent Topic:**[Microsoft Dynamics CRM Spoke AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/inth-ms-dyncrm-ai-agents-overview.md)

**Related topics**  


[Microsoft Dynamics CRM Spoke](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/integrate-applications/microsoft-dynamics-crm-spoke.md)

[Integration Hub spokes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/integrate-applications/spokes-list.md)