Activity Management release notes
ServiceNow® Activity Management helps customer-focused teams to plan, execute, capture, and track customer interactions across multiple channels throughout the customer's association with your business. Activity Management is a new capability in the Australia release.
Activity Management highlights for the Australia release
- Enable email activity capture into ServiceNow Customer Relationship Management (CRM) software using the CRM Outlook Add-in.
- Define, plan, capture, and track customer interactions such as discovery calls, demos, and customer business reviews (CBRs) across different channels such as emails, calls, meetings, and more.
See Activity Management for more information.
Important :
Activity Management applications are available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
Activity Management features
CRM Outlook Add-in
- Associate an email with an existing CRM record
- Associate customer emails to the correct ServiceNow CRM record without leaving Microsoft Outlook. Manually search and associate emails with leads, opportunities, accounts, or contacts, so that engagement context is captured immediately and remains available for future correspondence and follow‑up.
- Create new leads and contacts from email
- Create a new lead or contact directly from an email when no matching CRM record exists, and automatically attach the originating email to the newly created record to preserve engagement history.
- Touchpoints on CRM entities
- Capture and track engagement activities for prospects and customers across communication channels such as email, phone, virtual meeting, in-person meetings, and social interactions by creating touchpoint records. Associate touchpoints with leads, opportunities, accounts, and contacts to maintain a complete engagement history.
- Custom touchpoint types
- Define custom touchpoint types in addition to the default types of discovery, demo, and customer business review (CBR) to match your organization's specific engagement processes.
- Activity capture and tracking
- Capture emails, calls, meetings, and tasks within touchpoints such as discovery, demo, business value assessment, or CBRs in a single system of record. Track metrics such as primary channel and time spent for every interaction, giving leadership visibility into the activity volume per sales representative.
Activation information
Install CRM Outlook Add-in and CRM Touchpoints by requesting them from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Plugin information
- New plugins
- The following plugins are new in Australia:
- CRM Outlook Add-in (com.sn_crm_outlook): Enables sales agents to associate emails and create CRM records directly from Microsoft Outlook.
- CRM Touchpoints (com.sn_crm_touchpoint): Enables sales and service teams to capture, track, and act upon various touchpoints and activities throughout the customer's association with your business.