---
sourceDocument: Brazil Sales Customer Relationship Management
sourceDocumentLink: https://www.servicenow.com/docs/r/order-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Create a CRM touchpoint

# Create a CRM touchpoint {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Create a CRM touchpoint to log and track customer interactions across the sales cycle. Link touchpoints to accounts, contacts, and associated records to maintain a complete interaction history and support timely
follow-ups.

## Before you begin

Role required: sn_crm_touchpoint.touchpoint_writer

## Procedure

1. Navigate to WorkspacesCRM Workspace.
2. Select the List icon .
3. Navigate to TouchpointsAll Touchpoints.
4. Select New.
5. On the Create New CRM Touchpoint form, fill in the fields.  
   For a description of the field values, see [Create new CRM touchpoint form](https://www.servicenow.com/docs/hUDmkBdaN6CDv0~ZvIhPsA "Field descriptions for the Create New CRM Touchpoint form.").
6. Select Save.
{#create-crm-touchpoint__steps_cbd_f3k_33c}

## What to do next

After creating a CRM touchpoint, you can plan and track the following pre-engagement activities from the touchpoint record:

* Schedule a meeting with the customer or internal stakeholders to align on discovery goals or next steps. For more information, see [Schedule a meeting from a touchpoint](https://www.servicenow.com/docs/siiJ6EBH2iW6JsDHZelKLw "Schedule meetings with leads, opportunities, and accounts directly from the touchpoint record. Align internal and external stakeholders, avoid scheduling conflicts, and build a timeline view of customer interactions for risk analysis and planning future actions.").
* Schedule a call to follow up on commitments made during a previous interaction or to prepare for upcoming customer engagement. For more information, see [Schedule a call from a touchpoint](https://www.servicenow.com/docs/tubYWk3ATywZVwDvSVyrGA "Plan and track customer calls to organize and manage follow-ups and outreach and maintain a complete interaction history.").
* Compose and send an email to share information, confirm meeting details, or follow up after a call. For more information, see [Send an email from a touchpoint](https://www.servicenow.com/docs/QAgnnWh7LpA9Ri~8Kcc~wg "Send emails to customers and stakeholders directly from a touchpoint record without having to leave the workspace. Emails are stored in the CRM system so other agents, managers, and customer success managers have full context about interactions with the customer or account.").
* Create a related task to capture preparation work such as researching customer background, identifying stakeholders, or tracking commitments before closing the touchpoint. For more information, see [Create a related task from a touchpoint](https://www.servicenow.com/docs/ZMEBB8Eb5XMZhfRGC4R1cA "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.").
{#create-crm-touchpoint__ul_e2r_3jk_33c}
**Related concepts**   

* [Configuring Activity Management](https://www.servicenow.com/docs/YLTYkgbL2daYEtpYO3lfGw "Install and configure the necessary plugins for enabling Activity Management features.")
* [Activity Management](https://www.servicenow.com/docs/YlV5YF3Vhd1G3IGrAuXCiQ "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