Sales Customer Relationship Management release notes

ServiceNow®Sales Customer Relationship Management Sales Customer Relationship Management is a set of new and updated applications and features in the Yokohama release. These applications enable you to manage the product sales life cycle in your organization, including leads, pre-sales opportunities, sales forecasting, sales quote generation, order capture, order fulfillment, and post-sales order changes and renewals.

Yokohama Patch 13

Sales and Order Management (SOM) is now known as Sales Customer Relationship Management (Sales CRM) to align with the updated product taxonomy. There is no change to functionality or existing customer configurations.

Note:

Sales Customer Relationship Management includes workflows for Customer Lifecycle Operations (Customer Life Cycle Management) and Customer Contracts and Entitlements. For details on these features in the Yokohama release, see the following Customer Service Management (CSM) release notes.

• Data Management release notes (Customer Life Cycle Management)
• Customer Contracts and Entitlements release notes

Also, agents can use the Case Management for Order Operations application to display order cases and order case line items in CSM Configurable Workspace. The Case lines and workflows application provides the ability to reference multiple order line items on a case record.

• Lead Management release notes
  The ServiceNow® Lead Management application enables your sales development representatives to create and manage leads. Lead Management was enhanced and updated in the Yokohama release.
• Now Assist for Order Management release notes
  The ServiceNow® Now Assist for Order Management application brings platform AI capabilities to Sales Customer Relationship Management. Now Assist for Order Management is a new application in the Yokohama release.
• Now Assist for Sales Force Automation (SFA) release notes
  The ServiceNow® Now Assist for SFA application brings platform AI capabilities to Sales Customer Relationship Management. Now Assist for SFA is a new application in the Yokohama release.
• Opportunity Management release notes
  The ServiceNow® Opportunity Management application enables your sales agents and account executives to create and manage opportunities that identify and track the potential sales for your customers. Opportunity Management was enhanced and updated in the Yokohama release.
• Order Management release notes
  The ServiceNow® Order Management application enables you to capture, manage, and fulfill product and service orders from enterprise customers. Order Management was enhanced and updated in the Yokohama release.
• Partner Relationship Management release notes
  The ServiceNow® Partner Relationship Management application provides a unified workspace for sales, delivery, marketing and operations to help you manage the entire partner life cycle. Partner Relationship Management is a new application in the Yokohama release.
• Product Catalog Management and Pricing Management release notes
  The ServiceNow® Sales Customer Relationship Management applications include the ServiceNow® Product Catalog Management and ServiceNow® Pricing Management features, which enable you to create and manage the product offerings, catalogs, pricing, and discounting strategies used in your organization. These foundational features were enhanced and updated in the Yokohama release.
• Quote Management release notes
  The ServiceNow® Quote Management application enables your sales agents to generate and manage sales quotes for your customers. Quote Management was enhanced and updated in the Yokohama release.
• Sales Agreement Management release notes
  The ServiceNow® Sales Agreement Management application enables you to capture the scope and conditions from a quote for future sales transactions over a specified period between a buyer and a seller. Sales Agreement Management was enhanced and updated in the Yokohama release.
• Sales Forecasting release notes
  The ServiceNow® Sales Forecasting application enables you to project your future sales and revenue based on data from an opportunity pipeline. Sales Forecasting is a new application in the Yokohama release.