Sales Customer Relationship Management release notes

ServiceNow® Sales Customer Relationship Management is a set of new and updated applications and features in the Xanadu release. These applications enable you to manage the product sales life cycle in your organization, including leads, pre-sales opportunities, sales quote generation, order capture, order fulfillment, and post-sales order changes and renewals.

Note:

Sales Customer Relationship Management includes workflows for Customer Lifecycle Operations (Customer Life Cycle Management) and Customer Contracts and Entitlements. Agents can use the Order Operations Case Management application to display order cases and order case line items in CSM Configurable Workspace. The Case lines and workflows application provides the ability to reference multiple line items on a case record. For details on these features in the Xanadu release, see the following release notes:

• Data management for CSM release notes (Customer Life Cycle Management)
• Customer Contracts and Entitlements release notes (Customer Contracts and Entitlements)
• Case management for CSM release notes (Order Operations Case Management and Case lines and workflow application)

• Lead Management release notes
  The ServiceNow® Lead Management application enables your sales development representatives to create and manage leads. Leads are individuals or organizations that have shown interest in a product or service and require nurturing to be qualified for a potential opportunity for sale. Lead Management is a new application in the Xanadu release.
• Opportunity Management release notes
  The ServiceNow® Opportunity Management application enables your sales agents and account executives to create and manage opportunities that identify and track the potential sales for your customers. Opportunity Management was enhanced and updated in the Xanadu release.
• Order Management release notes
  The ServiceNow® Order Management application enables you to capture, manage, and fulfill product and service orders from enterprise customers. Order Management was enhanced and updated in the Xanadu release.
• Product Catalog Management and Pricing Management release notes
  The Sales Customer Relationship Management applications include Product Catalog Management and Pricing Management features for creating and managing the product offerings, catalogs, pricing, and discounting strategies used in your organization. These foundational features were enhanced and updated in the Xanadu release.
• Quote Management release notes
  The ServiceNow® Quote Management application enables your sales agents to generate and manage sales quotes for your customers. Quote Management was enhanced and updated in the Xanadu release.
• Sales Agreement Management release notes
  The ServiceNow® Sales Agreement Management application enables you to capture the scope and conditions from a quote for future sales transactions over a specified period between a buyer and a seller. Sales Agreement Management is a new application in the Xanadu release.