Configuring Sales Customer Relationship Management applications

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.

As a user with the admin role, complete the following main configuration tasks to set up your applications. Select a tile to learn about how to install and configure a set of Sales CRM applications to implement and support pre-sales, sales, and post-sales workflows in your organization.

Lead-to-cash foundationSet up core apps that enable your lead-to-cash processes.	Configure, price, quoteSet up tools to configure products and manage pricing, quotes, and sales agreements.	Lead and opportunity managementSet up tools to capture leads, engage customers, manage opportunities, forecast sales, and define sales territories.
Order managementSet up tools to manage order creation and fulfillment, manage jeopardy, and resolve fallout issues.	Order operationsSet up workflows to manage end-to-end lead-to-cash processes and handle product returns.	Post-sales engagementSet up tools to manage customer contracts, entitlements, and life cycle workflows on sold products.
Partner Relationship ManagementSet up tools to onboard partners, manage relationships, and enable collaboration.	Business PortalSet up a self-service portal for B2B customers to place orders, submit RFQs, view quotes, and raise order cases.

Additional configuration tasks

• Review and assign roles to users of the Sales CRM applications that you install.

• Configuring agent tools in Sales Customer Relationship Management

  The applications in Sales Customer Relationship Management share common features and tools for agents, such as location-based transactions.

• Configuring the lead-to-cash foundation applications
  Learn how to configure lead-to-cash foundation applications to establish a unified platform for Sales Customer Relationship Management entities such as managing leads, opportunities, quotes, and orders efficiently.
• Configuring the configure, price, quote applications
  Learn how to configure the configure, price, quote applications to streamline complex product, pricing, and quote-to-contract workflows.
• Configuring the lead and opportunity management applications
  Learn how to install and configure the lead and opportunity management applications to support pre-sales workflows.
• Configuring Order Management
  Learn how to configure the features and components that you need for customer and service order processing, depending on whether you are a provider or an enterprise customer.
• Configuring the order operations applications
  Learn how to configure the order operations applications to help sales and support teams to monitor the sales processes, and manage post-sale support and returns respectively.
• Post-sales engagement
  Learn how to configure the Customer Life Cycle Management Workflows application to manage post-sale workflows on sold products.
• Configure Partner Relationship Management
  Install the PRM (com.snc.partner_relationship_management) application from ServiceNow® Store to enable enterprises to hire partners and improve their sales cycles.
• Configuring the Business Portal
  Enable B2B customers to self-serve key processes such as order creation, order case management, invoice management, request for quote (RFQ) creation by configuring the Business Portal (sn_b2b_portal).
• Configuring agent tools in Sales Customer Relationship Management
  The applications in Sales Customer Relationship Management share common features and tools for agents.