---
title: Microsoft Dynamics CRM record management AI agent
description: This AI agent works with records in Microsoft Dynamics CRM. It looks up records by ID or search query, retrieves entity primary attributes and logical names, and deletes records.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/inth-ms-dyncrm-microsoft-dynamics-crm-record-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 record management AI agent

This AI agent works with records in Microsoft Dynamics CRM. It looks up records by ID or search query, retrieves entity primary attributes and logical names, and deletes records.

## Workflow

The agent helps the user find and remove records in Microsoft Dynamics CRM.

1.  Ask the user what they want to do and collect the details the action needs, such as the entity and record ID.
2.  Look up an entity's primary attributes and logical name.
3.  Look up a record by record ID or by search query.
4.  Look up records on instances earlier than the Paris release.
5.  Delete a record.
6.  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**

Delete Record

Look up Primary Attributes and Logical Name

Look up Record by Record ID

Look up Record by Search Query

Look up Records \(Before Paris Version\)


</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)