---
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


---

# Activity Management

# Activity Management {#ariaid-title1}

Release version: Australia  
Updated June 24, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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.

## Activity Management benefits {#explore-activity-management__cf-explore-parent-benefits}

{#explore-activity-management__table_sam_benefits__entry__3}

| Benefit | Feature | Users |
|-|-|-|
| Provide a single, consistent system to plan, capture, track, and act on all sales and service team activities such as discovery calls, demos, and customer business reviews across channels. | [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.") | Sales and service teams |
| Eliminate context switching by accessing CRM data directly from Microsoft Outlook without opening a separate browser or application. | [CRM Outlook Add-in](https://www.servicenow.com/docs/__k7YR3s7xSqyJXdVrDS_g "The CRM Outlook Add-in helps sales teams capture email interactions into ServiceNow CRM directly from Microsoft Outlook.") | Sales representatives |
| Automate associating emails to Lead, Opportunity, Account, or Contact records using AI-based workflow. | [AI sales activity association](https://www.servicenow.com/docs/TgRuEH1fWv7RB2Dg3To9sg "AI sales activity association automatically connects incoming and outgoing emails to the correct CRM records using semantic search and agentic AI. Learn how the application works, its benefits, and common use cases for automating email association in your Sales CRM instance.") | Sales representatives |
[Table 1. Activity Management benefits]

{#explore-activity-management__table_sam_benefits}

## What to explore next {#explore-activity-management__cf-explore-parent-links}

To learn more about configuring and using Activity Management, see:

* [Configuring Activity Management](https://www.servicenow.com/docs/LtytTqYtRldKrEN6H8Kn_w "Install and configure the necessary plugins for enabling Activity Management features.")
* [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 reference](https://www.servicenow.com/docs/eKJwjajAU2OqvAJcK7MC8Q "Reference topics provide additional information about the Activity Management application.")
{#explore-activity-management__ul_sam_links}