Configuring Activity Management

  • Release version: Australia
  • Updated July 6, 2026
  • 2 minutes to read
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    Summary of Configuring Activity Management

    This guide outlines the essential steps to install and configure plugins and applications required for enabling Activity Management within ServiceNow. Activity Management helps your sales and service teams capture, track, and manage customer engagements effectively, while providing leadership visibility into activities and engagement outcomes.

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    Key Features

    • User Mailbox Integration: Installing the User Mailbox Integration plugin is required to import emails from sales representatives’ personal mailboxes into ServiceNow, enabling email tracking and association with CRM records.
    • Omnichannel Callback for Customer Service Management: This application must be installed with CRM Touchpoints to enable click-to-call functionality, allowing agents to call customers directly from touchpoint records.
    • CRM Touchpoints: Enables a unified system to capture and track customer engagements. Administrators can create custom touchpoint types tailored to specific sales workflows beyond the default types.
    • CRM Outlook Add-in: Facilitates CRM access directly within Microsoft Outlook by installing the ServiceNow CRM for Outlook add-in. This integration reduces context switching by allowing users to manage CRM records inside their inbox.
    • Email Promotion Rules: Configure rules to automate processing of staged emails for either manual association via the CRM Outlook add-in or AI-powered auto-association with existing sales entities.
    • AI Sales Activity Association: Automatically links sales-related emails to CRM entities like Leads, Opportunities, Accounts, or Contacts, improving efficiency. This application also installs the CRM Outlook Add-in as a dependency, supporting manual email association if needed.

    Practical Benefits for ServiceNow Customers

    • Streamline the capture and management of customer interactions across sales and service teams.
    • Improve data accuracy and completeness by automating email association to CRM records.
    • Enable sales representatives to efficiently manage CRM data directly from Outlook, enhancing productivity.
    • Empower leadership with visibility into representative activity and engagement effectiveness via customizable touchpoints.
    • Support multi-channel communication with click-to-call features integrated into customer records.

    Next Steps

    To implement Activity Management, begin by installing the required plugins and applications such as User Mailbox Integration, CRM Touchpoints, and CRM Outlook Add-in. Configure email promotion rules and AI sales activity association to optimize email handling and CRM record linkage. Customize touchpoint types to match your organization’s sales processes. Ensure the Omnichannel Callback application is installed to enable click-to-call capabilities.

    Install and configure the necessary plugins for enabling Activity Management features.

    Important:

    To use personal email mailbox in Activity Management, you must install the User Mailbox Integration plugin (com.glide.email.user_mailbox.integration) on your ServiceNow instance. For setup instructions, see Personal corporate mailbox.

    The Omnichannel Callback for Customer Service Management (com.sn_omnichannel_callback) application must be installed with CRM Touchpoints to enable the click-to-call feature so agents can call customers from the touchpoint record.

    Configuring CRM Touchpoints

    Install and configure the CRM Touchpoints application. It provides a unified system for capturing and tracking customer engagements for your sales and service teams while providing leadership with visibility into representative activity and engagement effectiveness.

    1. Install CRM Touchpoints

      You can install the CRM Touchpoints application (com.sn_crm_touchpoint) if you have the admin role.

    2. Create custom touchpoint types

      Create touchpoint types tailored to your sales organization's workflow to capture activities beyond the standard Discovery, Demo, and CBR types.

    Configuring CRM Outlook Add-in

    Install and configure the CRM Outlook Add-in application to make the ServiceNow CRM for Outlook add-in available to your users.

    1. Install CRM Outlook Add-in

      You can install the CRM Outlook Add-in application (com.sn_crm_outlook) if you have the admin role.

    2. Configure CRM access from Microsoft Outlook

      Download and install the ServiceNow CRM for Outlook add-in to access and manage CRM records directly from your Outlook inbox, eliminating the need to switch between applications.

    3. Configure email promotion rules for Activity Management

      Configure email promotion rules to automatically process staged emails for manual association through the ServiceNow CRM for Outlook add-in or to trigger AI-powered auto-association with existing sales entities.

    Configuring AI sales activity association

    Install and configure the AI sales activity association application to automatically link sales-related emails to existing CRM entities such as Lead, Opportunity, Account, or Contact.

    Note:
    Installing AI sales activity association also installs CRM Outlook Add-in as a dependency. This is useful when a sales representative wants to manually associate an email to a CRM entity which the agentic workflow missed or ignored for reasons such as missing CRM entity or lower confidence score.
    1. Install AI sales activity association

      You can install the AI sales activity association application (com.sn_act_assoc_agent) if you have the admin role.

    2. Personal corporate mailbox

      Install and configure the User Mailbox Integration plugin (com.glide.email.user_mailbox.integration) so that emails from sales representative's personal mailbox can be imported into the Staged Email [sys_email_staging] table.

    3. Configure email promotion rules for Activity Management

      Configure email promotion rules to automatically process staged emails for manual association through the ServiceNow CRM for Outlook add-in or to trigger AI-powered auto-association with existing sales entities.