Using Activity Management

Activity Management enables you to log and track every customer interaction across the sales cycle. Touchpoints provide a method to record meetings, calls, appointments, and emails. You can use the Microsoft Outlook add-in to associate emails and create CRM records without leaving your inbox.

Build a complete interaction history

Every team member can inherit full context as a deal progresses. Log calls and emails as touchpoints from the first prospect interaction, and capture structured details such as agenda, stakeholders, discussion notes, and outcomes as the deal advances. Account executives, solution consultants, and customer success managers can view the complete engagement timeline before picking up where the previous team member left off.

Coordinate stakeholders and keep deals on track

Teams can align on next steps and maintain a clear engagement timeline without relying on disconnected calendars or email threads. Schedule meetings and appointments directly from touchpoint records to bring the right stakeholders together. Create tasks linked to a CRM entity at any point in the deal to assign and track action items such as sending a proposal, following up on a demo, or completing a legal review.

Document outcomes for post-sale handoffs

Post-sale teams can start onboarding with full engagement context rather than piecing together what was agreed. When a deal closes, capture the outcome directly in the touchpoint record to document what was discussed and decided, providing a complete engagement history for customer success and service handoffs.

Capture email interactions without leaving Outlook

CRM data stays current without requiring agents to switch between applications. If your team works in Microsoft Outlook, use the ServiceNow CRM for Outlook add-in to associate inbound emails and create new leads and contacts directly from your inbox.

• 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.
• Schedule a meeting from a touchpoint
  Schedule meetings with leads, opportunities, and accounts directly from the touchpoint record. Align internal and external stakeholders, avoid scheduling conflicts, and build a timeline view of customer interactions for risk analysis and planning future actions.
• Schedule a call from a touchpoint
  Plan and track customer calls to organize and manage follow-ups and outreach and maintain a complete interaction history.
• Send an email from a touchpoint
  Send emails to customers and stakeholders directly from a touchpoint record without having to leave the workspace. Emails are stored in the CRM system so other agents, managers, and customer success managers have full context about interactions with the customer or account.
• Create a related task from a touchpoint
  Create tasks directly from a touchpoint record to assign follow-up actions such as researching customer backgrounds, track post-interaction commitments, and coordinate stakeholders without having to leave the touchpoint workspace. Tasks are automatically linked to the touchpoint so all related activity stays connected.
• Schedule an appointment from a touchpoint
  Schedule appointments with customers and stakeholders directly from a touchpoint record to coordinate in-person or virtual engagements and keep the entire account team informed.
• Associate an email with an existing CRM record
  Link an email to an existing lead, account, contact, or opportunity record directly from Microsoft Outlook. Associating emails with CRM records helps maintain a complete engagement history without having to switch between applications.
• Track emails linked from Microsoft Outlook
  View emails that have been linked to CRM records using the Microsoft Outlook directly from the CSM/FSM Configurable Workspace.
• Create a CRM record from Microsoft Outlook
  Create a new lead or contact record and associate an email with it directly from Microsoft Outlook, enabling you to capture new prospects without having to leave your email inbox.

Related concepts

• Configuring Activity Management
• Activity Management