---
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


---

# Manage touchpoints

# Manage touchpoints on a lead {#ariaid-title1}

Release version: Australia  
Updated June 11, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
View, create, and delete touchpoints associated with a lead from the touchpoints related list.

## Before you begin

The CRM Touchpoints plugin (sn_crm_touchpoint) must be installed.

Role required: sn_crm_touchpoint.admin or sn_crm_touchpoint.touchpoint_writer

## About this task

The Touchpoints tab on a lead record displays all touchpoints associated with that lead. You can create new touchpoints or delete existing ones directly from this list.

## Procedure

1. In the CSM Configurable Workspace, select the List view.
2. Navigate to LeadsAll and open the lead record and select the Touchpoints tab.  
   The list displays all touchpoints associated with the lead.
3. **Optional:** To create a touchpoint, select New in the related list Or select Create Touchpoint from the Lead header.  
   Note:  
   * The New button is available when you have permission to create CRM Touchpoints.
   * If the lead is in a Qualified or Disqualified stage, an error message appears when you attempt to save the new touchpoint.
   {#manage-touchpoints-lead__ul_wpb_qft_ljc}
4. **Optional:** To delete one or more touchpoints, select the checkbox next to each touchpoint and then select Delete.  
   Note:  
   * The Delete button is available to users with touchpoint_admin permission and is only active when at least one touchpoint is selected.
   * A confirmation prompt appears before the deletion completes.
   {#manage-touchpoints-lead__ul_pdj_tft_ljc}  
   The selected touchpoints are removed from the lead.

## Result

Changes are saved to the lead. The Touchpoints tab reflects the current state of all linked touchpoints.
* **[Create a touchpoint from a lead](https://www.servicenow.com/docs/3z1T1nJRvem8GsbjNMkNbg)**   
  Create a touchpoint to log a customer interaction directly from a lead record.

**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.")
* [Manage touchpoints on an opportunity](https://www.servicenow.com/docs/WdkwkxXTwrfPPpypD1YWDg "View, create, and delete touchpoints associated with an opportunity from the touchpoints related list.")  
**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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