---
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


---

# Schedule appointments

# Schedule an appointment from a touchpoint {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Schedule appointments with customers and stakeholders directly from a touchpoint record to coordinate in-person or virtual engagements and keep the entire account team informed.

## Before you begin

You can create appointments only after creating a lead or opportunity task. For information on how to create an opportunity task from the Touchpoints module, see [Create a related task from a touchpoint](https://www.servicenow.com/docs/yZMIG2Yvw5uNR_6v36O~yQ "Create tasks directly from a touchpoint record to assign follow-up actions such as researching customer backgrounds, track post-interaction commitments, and coordinate stakeholders without having to leave the touchpoint workspace. Tasks are automatically linked to the touchpoint so all related activity stays connected."). Alternatively, you can create an opportunity task from the Opportunity module in the CSM/FSM Configurable Workspace. For details, see [Add opportunity tasks](https://www.servicenow.com/docs/4oHNfWRySyZtjmZpZAFkfQ "Create opportunity tasks to capture additional details of your customer's requirements.") and [Add lead tasks](https://www.servicenow.com/docs/ZMzESwHmvo95I8oUytL2KQ "Create lead tasks to follow-up calls, emails, or meetings with your to progress on the lead.").

Role required: sn_crm_touchpoint.touchpoint_writer

## Procedure

1. Navigate to WorkspacesCSM/FSM Configurable Workspace.
2. Select the List icon .
3. Navigate to TouchpointsAll Touchpoints.
4. Open the touchpoint record to update.
5. Navigate to the tab related to the entity type.  
   For example, if Opportunity is the associated entity, then the name of the tab would be Opportunity Tasks.
6. Select a task record.
7. Navigate to the Appointments tab.
8. Select New.
9. On the Create New Appointment form, fill in the fields.  
   For more information about the form fields for the CRM entities, refer to the corresponding topic.

   | CRM entity | Form field descriptions |
   | Lead | [Create new appointment form](https://www.servicenow.com/docs/AtTfTV~hzt41S98ogcLS~A "Field descriptions for editing or reviewing details on the Create New Appointment form in the Lead Management and CRM Touchpoints modules.") |
   | Opportunity | [Create new appointment form](https://www.servicenow.com/docs/ZQ7Dr1927mqr7UBzFHyMdQ "Field descriptions for editing or reviewing details on the Create New Appointment form in the CRM Touchpoints and Opportunity Management modules.") |
   |-|-|

   {#schedule-appointment-crm-touchpoint__choicetable_ssv_5ts_w3c}
10. Select Save.
{#schedule-appointment-crm-touchpoint__steps_apt_crm_33c}

## Result

The appointment is scheduled and can be viewed from the touchpoint record's Appointments tab.
**Related concepts**   

* [Configuring Activity Management](https://www.servicenow.com/docs/LtytTqYtRldKrEN6H8Kn_w "Install and configure the necessary plugins for enabling Activity Management features.")
* [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