---
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 a touchpoint from a lead

# Create a touchpoint from a lead {#ariaid-title1}

Release version: Australia  
Updated June 11, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Create a touchpoint to log a customer interaction directly from a lead record.

## Before you begin

* The CRM Touchpoints plugin (sn_crm_touchpoint) must be installed.
* The lead must be in a non-closed state. You can't create touchpoints for leads in a Qualified or Disqualified stage.

Role required: sn_crm_touchpoint.admin or sn_crm_touchpoint.touchpoint_writer

## About this task

Touchpoints are interaction records that you associate with a specific lead. When you create a touchpoint from the lead, the system automatically links the touchpoint to that lead and populates customer context from the lead
record.

## Procedure

1. In the CSM Configurable Workspace, select the List view.
2. Navigate to LeadsAll and open the lead record.
3. In the lead header, select Create \> Touchpoint.  
   Note:  
   The Create button is only visible when you have permission to create CRM Touchpoints and the lead is in a non-closed state.
4. In the touchpoint form, complete the required fields.  
   The following fields are automatically set and can't be edited:
   * Associated entity: set to Lead
   * Associated record: set to the lead number
   * Category: set to Pre-Sales
   * Owner: set to the user creating the touchpoint
   * Account: set from the lead account if available, and read-only
   * Contact: set from the lead contact if available, and read-only

   If the lead account or contact changes, the system updates the account and contact on all non-closed touchpoints associated with that lead.
5. Select Save.

## Result

The touchpoint is created and linked to the lead. It appears in the Touchpoints tab of the lead record.

## What to do next

To view all touchpoints for the lead, select the Touchpoints tab.
**Related concepts**   

* [CRM Touchpoints](https://www.servicenow.com/docs/zmYDnqV3wt~l2jS4bUA5Uw "CRM Touchpoints helps sales and service teams capture, track, and act on customer engagements throughout the customer's association with your organization.")  
**Related tasks**   

* [Install CRM Touchpoints](https://www.servicenow.com/docs/0guBrydotV0mNmFAaBOj0A "You can install the CRM Touchpoints application (com.sn_crm_touchpoint) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.")  
**Related reference**   

* [Create new CRM touchpoint form](https://www.servicenow.com/docs/gUEpO9oX1e87CRu45eIiMQ "Field descriptions for the Create New CRM Touchpoint form.")

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