---
sourceDocument: Zurich Sales Customer Relationship Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/order-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Sales Customer Relationship Management

# Sales Customer Relationship Management {#ariaid-title1}

* Release version: Zurich
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Learn how you can use the ServiceNow® Sales Customer Relationship Management (Sales CRM) applications to manage the product sales life cycle in your organization. Your agents can use these applications to generate pre-sales leads and opportunities, provide sales quotes, capture and fulfill orders, work with contracts and entitlements, and manage the customer order workflow for changes.{#order-mgt-overview__order-mgmt-telco-media-short-desc}

|-|-|-|
| [Explore Learn how you can use the Sales CRM applications.](https://www.servicenow.com/docs/O~06YGuwpz~FDtkZ4X204w "Whether you're starting or expanding a Sales Customer Relationship Management (Sales CRM) implementation, learn more about its available applications and workflows for pre-sales engagement, order capture and fulfillment, order to cash operations, and post-sales activities in your organization.") | [Configure Plan and configure your Sales CRM implementation.](https://www.servicenow.com/docs/mSw5A2FS~HOkhTtqEgsHaA "Set up the Sales Customer Relationship Management (Sales CRM) applications so that your agents can work on various stages of the product sales life cycle, such as sales opportunities, quotes, order capture and fulfillment, contracts and entitlements, and also the basic product catalog and pricing features used by each application.") | [Use Use the Sales CRM applications as an agent.](https://www.servicenow.com/docs/TJ_TV9RSNYFU6C4_iXQLdw "As agents and managers, you use the CSM Configurable Workspace to complete various tasks when using the Sales Customer Relationship Management applications.") |
| [Integrate Extend capabilities in Sales CRM by integrating with other applications.](https://www.servicenow.com/docs/kdENdVBtqOnJv2HVnCsXyg "You can use various ServiceNow store applications and integrations to further extend the capabilities of Order Management.") |   | [Reference Get details about components such as fields, tables, and properties.](https://www.servicenow.com/docs/aSOWYuucuiSoGKcXEsEQJA "Reference topics provide additional information about the Sales Customer Relationship Management applications.") |
| [ServiceNow Otto for Sales Automation Enhance agent productivity and efficiency for lead-to-opportunity motions through conversation and proactive experiences using ServiceNow Otto.](https://www.servicenow.com/docs/uewA4oup9uTQW9UKC~z38w "Use the ServiceNow ServiceNow Otto for Sales Automation application platform AI capabilities to deliver AI-powered insights and automation to drive faster, smarter sales and order processes.") | [ServiceNow Otto for CPQ Move deals forward faster with AI‑powered assistance that helps you review and refine quotes.](https://www.servicenow.com/docs/5khe5jlB4mwdSC4RRap~Wg "Use the ServiceNow ServiceNow Otto for Configure, Price, Quote (CPQ) application to reduce manual effort, improve consistency, and support faster, more accurate quote creation.") | [ServiceNow Otto for Order Management Improve user experience for customers and agents with AI‑powered assistance that streamlines order and invoice operations.](https://www.servicenow.com/docs/MIoqGUKTnXz69DJhrRqp8A "Use the ServiceNow ServiceNow Otto for Order Management application to improve agent and customer productivity and efficiency in their respective workflows.") |
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## Additional resources {#order-mgt-overview__section_twc_dcs_bgc}

* Learn more about what's new and changed, see the [Sales Customer Relationship Management release notes](https://www.servicenow.com/docs/access?context=sales-order-management-rn-landing&version=zurich&pubname=zurich-release-notes&ft:locale=en-US).
* Log in to your ServiceNow® account and find additional information about implementing and deploying Sales CRM features at the [Best Practices Library](https://mynow.servicenow.com/now/best-practices/home).
* Access real-time courses, self-paced training, and career resources at [ServiceNow University](https://learning.servicenow.com/lxp/en/pages/servicenow).
* Find useful resources related to your role and explore best practices at [ServiceNow
  Impact](https://www.servicenow.com/impact.html).
* Connect with other Sales CRM users at [Now Community](https://www.servicenow.com/community/sales-customer-relationship/ct-p/sales-order-management).
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