Create a CRM touchpoint

Create a CRM touchpoint to log and track customer interactions across the sales cycle. Link touchpoints to accounts, contacts, and associated records to maintain a complete interaction history and support timely follow-ups.

Before you begin

Role required: sn_crm_touchpoint.touchpoint_writer

Procedure

1. Navigate to Workspaces > CSM/FSM Configurable Workspace.
2. Select the List icon .
3. Navigate to Touchpoints > All Touchpoints.
4. Select New.
5. On the Create New CRM Touchpoint form, fill in the fields.
   For a description of the field values, see Create new CRM touchpoint form.
6. Select Save.

What to do next

After creating a CRM touchpoint, you can plan and track the following pre-engagement activities from the touchpoint record:

• Schedule a meeting with the customer or internal stakeholders to align on discovery goals or next steps. For more information, see Schedule a meeting from a touchpoint.
• Schedule a call to follow up on commitments made during a previous interaction or to prepare for upcoming customer engagement. For more information, see Schedule a call from a touchpoint.
• Compose and send an email to share information, confirm meeting details, or follow up after a call. For more information, see Send an email from a touchpoint.
• Create a related task to capture preparation work such as researching customer background, identifying stakeholders, or tracking commitments before closing the touchpoint. For more information, see Create a related task from a touchpoint.

Related concepts

• Configuring Activity Management
• Activity Management