Configuring Activity Management

  • Release version: Australia
  • Updated April 30, 2026
  • 1 minute to read

    • Install and configure the necessary plugins for enabling Activity Management features.

    Important:

    To use personal email mailbox in Activity Management, you must install the User Mailbox Integration plugin (com.glide.email.user_mailbox.integration) on your ServiceNow instance. For setup instructions, see Personal corporate mailbox.

    You must also install the Omnichannel Callback for Customer Service Management (com.sn_omnichannel_callback) application to enable the click-to-call feature, so agents can call customers from the touchpoint record.

    Configuring CRM Touchpoints

    Install and configure the CRM Touchpoints application. It provides a unified system for capturing and tracking customer engagements for your sales and service teams while providing leadership with visibility into representative activity and engagement effectiveness.

    1. Install CRM Touchpoints

      You can install the CRM Touchpoints application (com.sn_crm_touchpoint) if you have the admin role.

    2. Create custom touchpoint types

      Create touchpoint types tailored to your sales organization's workflow to capture activities beyond the standard Discovery, Demo, and CBR types.

    Configuring CRM Outlook Add-in

    Install and configure the CRM Outlook Add-in application to make the ServiceNow CRM for Outlook add-in available to your users.

    1. Install CRM Outlook Add-in

      You can install the CRM Outlook Add-in application (com.sn_crm_outlook) if you have the admin role.

    2. Configure CRM access from Microsoft Outlook

      Download and install the ServiceNow CRM for Outlook add-in to access and manage CRM records directly from your Outlook inbox, eliminating the need to switch between applications.

    3. Make emails associated through the CRM Outlook Add-in visible to agents

      Configure email promotion so that emails associated with CRM records through the ServiceNow CRM for Outlook add‑in are promoted from the Staged Email [sys_email_staging] table to the Email [sys_email] table, making them visible to agents in the workspace.