---
sourceDocument: Australia Sales Customer Relationship Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/order-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Create custom touchpoint types

# Create custom touchpoint types {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Create touchpoint types in Activity Management tailored to your sales organization's workflow to capture activities beyond the standard Discovery, Demo, and CBR types.

## Before you begin

Role required: sn_crm_touchpoint.admin

## About this task

Several touchpoint types are available by default. To view the available options, see [Create new CRM touchpoint form](https://www.servicenow.com/docs/gUEpO9oX1e87CRu45eIiMQ "Field descriptions for the Create New CRM Touchpoint form.").

## Procedure

1. Navigate to AllSystem DefinitionTables.
2. In the Label search field, enter <kbd class="ph userinput">CRM Touchpoint</kbd> and select the CRM Touchpoint \[sn_crm_touchpoint_touchpoint\] table.
3. In the Column label search field, enter <kbd class="ph userinput">Subcategory</kbd> and select the record.
4. If a message appears about the application scope, select here to be able to edit the record.
5. Navigate to the Choices tab under Related Links.
6. Select New.
7. On the form, fill in the fields.  
   {#create-custom-touchpoint-types__table_vgk_j4m_g3c__entry__2}

   | Field | Description |
   |-|-|
   | Label | User‑visible name for the type shown in the Type drop-down menu on the CRM Touchpoints form. For example, Business Value Assessment (BVA). |
   | Value | Internal value stored in the database when a choice is selected. |
   [Table 1. Choice New record form]

   {#create-custom-touchpoint-types__table_vgk_j4m_g3c}
8. Select Submit.
**Related concepts**   

* [Using Activity Management](https://www.servicenow.com/docs/uvz8Ijo155LNChQdBjcQ5g "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.")
* [Activity Management](https://www.servicenow.com/docs/P5pJ2TcE1Frtlnt1ViX2gA "Activity Management helps customer-focused teams plan, execute, capture, and track customer interactions across multiple channels throughout the customer life cycle. These interactions include emails, meetings, calls, and key customer touchpoints such as discovery, product demos.")

*[\>]: and then