Opportunity Management release notes
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Summary of Opportunity Management release notes
The ServiceNow® Opportunity Management application helps sales agents and account executives create and manage sales opportunities by tracking potential sales based on customer needs. The Australia release delivers significant enhancements to improve engagement tracking, competitive analysis, revenue attribution, and opportunity prioritization.
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Key Features
- Touchpoints: Record planned or completed customer interactions and sales activities directly within opportunities. View a consolidated timeline of touchpoints and meetings for full engagement visibility throughout the sales cycle.
- Competitor Association: Link competitors to opportunity products and product families, capture win/loss reasons, and analyze trends to understand competitive pressures and opportunity outcomes.
- Opportunity Allocations: Split opportunity revenue across multiple contributors to ensure accurate attribution, incentive crediting, and forecast reporting for collaborative sales teams.
- Deal Types: Capture Direct or Indirect deal types on customer entities to align opportunities with defined routes to market and maintain consistent processing across teams and systems.
- AI/ML-Powered Probability Scores: Prioritize deals with an AI-driven probability score (0–100%) accompanied by qualitative ratings, explainable insights, and trend visibility integrated into the opportunity workspace and landing pages.
- Now Assist Integration: Use natural language commands within the Now Assist chat panel or any MCP client to create, view, update, or delete opportunity records and related entities such as contacts, competitors, tasks, touchpoints, and line items without navigating away from the chat interface.
- AI Summarization: Generate AI-powered summaries of opportunity data including emails, tasks, meetings, and notes to provide quick snapshots of status, identify risks early, and streamline opportunity handoffs.
Changes and Removals
The “New Opportunity Line” button was removed from both the platform and workspace views in this release.
Activation and Related Applications
Opportunity Management is available via the ServiceNow Store and must be requested for installation. It integrates effectively with other ServiceNow applications like Activity Management, which consolidates customer interactions for better CRM context and follow-up.
The ServiceNow® Opportunity Management application enables your sales agents and account executives to create and manage opportunities. These opportunities identify and track potential sales based on identified customer needs. Opportunity Management was enhanced and updated in the Australia release.
Opportunity Management highlights for the Australia release
- Record your planned or completed customer interaction or sales activity associated with an opportunity using a Touchpoint to capture engagement context throughout the sales life cycle.
- Associate competitors with opportunity product and product family, capture win/loss reasons, and record contributing factors to report and analyze competitor trends, product‑level competitive pressure, and opportunity outcome patterns.
- Split opportunity revenue across multiple contributors using opportunity allocations to ensure accurate attribution, incentive crediting, and forecast reporting for collaborative sales teams.
- Capture Direct or Indirect deal types to align opportunities with defined routes to market.
- Create touchpoints and schedule meetings directly from an opportunity record for a consolidated view of all customer interactions.
- Prioritize deals with an AI/ML-powered probability score, qualitative ratings, and explainable insights integrated into the opportunity workspace.
- Create, view, update, and delete opportunity records and related entities using natural language from the Now Assist panel or any MCP client.
- Summarize an opportunity with Now Assist for a quick snapshot of status, risks, and recent engagement.
See Opportunity Management for more information.
Important:
Opportunity Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Australia release
- View touchpoint records for a task
- Gain complete visibility into customer engagement by viewing a complete touchpoint timeline on every opportunity so that teams have context at their fingertips.
- Add competitors to an opportunity
- Identify and store competitor information for product offerings/product family within an opportunity.
- Support for opportunity allocation
- Divide sales credit across multiple contributors on a single opportunity for accurate attribution and compensation.
- Customer entities on opportunity
- Capture the deal type (Direct or Indirect) on customer entities to align opportunities with defined routes to market and support consistent, compliant processing across systems and teams.
- Manage touchpoints on an opportunity
- Create touchpoints, log interaction activities, and schedule meetings directly from an opportunity record. A consolidated view of all touchpoints and meetings on an opportunity is available providing full visibility into customer engagement throughout the sales cycle.
- Opportunity probability score and insights
- Enable sales representatives, managers, and revenue operations teams to prioritize deals using an AI/ML-powered probability score (0–100%) with qualitative ratings, explainability, and trend visibility. The score is integrated into the opportunity workspace and landing page and includes an opportunity summary covering stage, annual contract value (ACV), forecast category, close date, engagement history, and the most recent notes.
- Manage opportunities in the Now Assist chat panel
- Create, retrieve, update, and delete opportunity records and related entities including contacts, competitors, tasks, touchpoints, and line items by typing a request in the Now Assist chat panel or from any MCP client, without navigating to individual record forms.
- AI summarization for opportunities
- Generate AI-powered summaries of opportunity data including emails, tasks, meetings, and notes for a snapshot of current status, identify potential risks early, and reduce ramp-up time when transitioning ownership of an opportunity.
Removed in this release
- Removed the New Opportunity Line button from the platform and workspace view.
Activation information
Install Opportunity Management by requesting it from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.