Create a sales opportunity

Create sales opportunities for services, products, or assets identified during field service visits using the ServiceNow Agent application.

Before you begin

Role required: wm_technician_sales_write

About this task

• Technician driven sales with the Field Service (com.snc.fsm_technician_sales) plugin and the Opportunity Management store application (com.sn_l2c_oppty_mgmt) must be installed.
• With the wm_technician_sales_write role, you can create opportunities before starting a task or while the task is in progress.

Procedure

1. Open the ServiceNow Agent application.
2. Create a sales opportunity.

   From	Do this
   My Work	Tap My Work. In the My Tasks section, select the relevant work order task. Tap Overflow action icon. Tap Create opportunity.
   My Work	Tap My Work. In the My Tasks section, select the relevant work order task. In the Related tab, tap Create opportunity.
   Sales	Tap Sales. Tap Create opportunity.

   When the Create Opportunity form appears, a few fields will be auto-populated.
3. On the form, fill in the fields.

   Table 1. Create opportunity

   Field	Description
   Short Description	Enter a brief description of the opportunity.
   Work order task	Work order task number is auto-populated if the opportunity is based on the work order task. This field becomes optional to create an opportunity without a work order task.
   Account	Enter customer account reference.
   Contact	Enter the customer contact reference.
   Sales cycle type	Enter the type of sales cycle (e.g., Newcust, Renew, Upsell). The default value is Upsell.
   Stage	Enter the stage of the opportunity (e.g., Qualify, Develop, Propose, Negotiate, Closed-Won, Closed-Lost). The default value is Qualify.
   Rating	Set the rating (e.g., Hot for top rating). The default value is Hot.
   Calling allowed	Option to allow calls. By default, the option is enabled.
   Email allowed	Option to allow emails. By default, the option is enabled.
   Sharing allowed	Option to allow share. By default, the option is enabled.

4. Tap Submit.
   The opportunity is created and appears in the Sales tab. If associated with a work order task, it also appears in the Related tab.
5. Add a product to the opportunity.
   1. Tap Add line on the created opportunity.
   2. In the Product offering field, select the product.
   3. In the Quantity field, enter the quantity.
   4. In the Unit of measure, select the unit.
   5. Tap Submit.
      The product line item is added to the opportunity.

Result

Tap the opportunity in the Related tab to view the details and Activity stream of the line items.