---
sourceDocument: Australia Customer Relationship Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-relationship-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Relationship Management

ft:clusterId :

    - crm

bundleId :

    - crm

workflow :

    - CRMI


---

# Sales CRM

# Sales CRM {#ariaid-title1}

* Release version: Australia
* 
* Updated April 28, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Sales CRM is the part of the CRM solution that manages the commercial side of the customer relationship, from initial opportunity through to a fulfilled order and ongoing contract.

## Role of Sales CRM in CRM {#crm-about-som-in-crm__section_z3k_yng_y3c}

Sales CRM closes the gap between sales, fulfillment, and service by bringing them onto the same platform. A service agent handling a billing dispute can see the original order and its history. A fulfillment team responding to a change
request can act without waiting for information to be passed manually. When a customer's contract approaches renewal, the sales team is notified automatically.

Sales CRM manages the lead-to-cash lifecycle through applications covering lead and opportunity management, CPQ, order capture, order fulfillment and operations, and post-sales contract management.

## Sales CRM across the CRM portfolio {#crm-about-som-in-crm__section_utt_14g_y3c}

{#crm-about-som-in-crm__table_cdb_mfp_z3c__entry__3}

| Connection | Sales CRM role | CSM / FSM role |
|-|-|-|
| Order case management | Creates order cases when issues arise with an order, such as quantity changes, delivery updates, or billing discrepancies. | CSM provides the case management framework that Sales CRM extends for order-related issues. Service agents handle order cases in CSM Configurable Workspace. |
| Shared customer data | Order, contract, and entitlement data created in Sales CRM is available to service agents without manual synchronization. | CSM maintains the shared customer data model. Agents can see what the customer has ordered and what they are entitled to. |
| Field service fulfillment | Triggers work order creation in FSM for order types that require on-site installation or configuration. | FSM receives work orders from Sales CRM fulfillment workflows and dispatches technicians to complete the required on-site tasks. |
[Table 1. Sales CRM connections to CRM products and solutions]

{#crm-about-som-in-crm__table_cdb_mfp_z3c}