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


---

# CRM Touchpoints

# CRM Touchpoints {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

CRM Touchpoints helps sales and service teams capture, track, and act on customer engagements throughout the customer's association with your organization.

## CRM Touchpoints overview {#explore-crm-touchpoints__cf-exploring-parent-overview}

CRM Touchpoints provides sales and service teams a single, consistent system to plan, record, track, and act on customer interactions throughout the customer's association with your business. A touchpoint acts as a
single container for all activities related to a specific customer engagement such as discovery preparation, stakeholder alignment, or post-meeting follow-ups so that nothing gets lost across disconnected tools or personal to-do
lists. Link touchpoints to accounts, contacts, leads, and opportunities to preserve customer context and enable visibility into interaction history. It enables you to capture activities such as discovery calls, demos, and business
reviews across channels, enabling leaders to monitor engagement health and verify whether teams are interacting effectively and productively.

## CRM Touchpoints users {#explore-crm-touchpoints__cf-exploring-parent-users}

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| User | Description |
|-|-|
| Touchpoint admin | Configures and manages the CRM Touchpoints application, and manages data retention policies. |
| Touchpoint users For example, sales development representatives (SDR), account executives (AE), sales representatives, and customer success managers (CSM) | Create touchpoints and capture activities against those touchpoints for the CRM entities they have access to. |
| Touchpoint viewer For example, managers, stakeholders | Gains visibility into various customer touchpoints without creating or modifying touchpoints. |
[Table 1. Users]

{#explore-crm-touchpoints__table_hyl_lms_13c}

## CRM Touchpoints workflow {#explore-crm-touchpoints__cf-exploring-parent-workflow}

The following illustration shows a typical workflow for using CRM Touchpoints to track customer engagements.
Figure 1. Capturing and tracking customer engagements with CRM Touchpoints  
1. As an administrator, install and configure the CRM Touchpoints application on your ServiceNow instance.
2. Set up communication channels such as emails and calls that your organization uses for interacting with customers.
3. If useful, set up 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.
4. As a sales or service representative, create a touchpoint record and associate it with a CRM entity such as a lead, opportunity, or account.
5. Set the touchpoint category to Pre-sales, Sales, Post-sales, or Partner, type as Discovery, Demo, CBR, or a custom type, and a primary communication channel.
6. As engagement activities occur, schedule meetings and appointments, send emails, log calls, and create tasks directly from the touchpoint record.
7. When the engagement is complete, update the touchpoint status and record the outcome. The application automatically captures completion timestamps and calculates duration.
8. As a sales or service leader, review touchpoint data to measure engagement health and team productivity.
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## CRM Touchpoints benefits {#explore-crm-touchpoints__cf-exploring-parent-benefits}

{#explore-crm-touchpoints__table_kyl_lms_13c__entry__3}

| Benefit | Feature | Users |
|-|-|-|
| Capture and track all engagement activities in a single system, eliminating the need to switch between multiple tools and reducing data silos. | [Create a CRM touchpoint](https://www.servicenow.com/docs/V8XkZayfDbIF2el4xnDn_Q "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.") | Sales representative |
| Classify engagements by category and type to match your organization's specific sales and service processes. | [Create custom touchpoint types](https://www.servicenow.com/docs/6v~RNMxXWFw~VCEuikj49A "Create touchpoint types in Activity Management tailored to your sales organization's workflow to capture activities beyond the standard Discovery, Demo, and CBR types.") | CRM Touchpoints admin |
| Schedule meetings with customers and stakeholders directly from the touchpoint record to align teams and avoid scheduling conflicts. | [Schedule a meeting from a touchpoint](https://www.servicenow.com/docs/NEecJqVXz_PWmWWtVUl0BA "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.") | Sales representative |
| Track customer follow-ups by scheduling calls directly from the touchpoint record. | [Schedule a call from a touchpoint](https://www.servicenow.com/docs/WXJSu8R2Sq~9r4GmNANGCg "Plan and track customer calls to organize and manage follow-ups and outreach and maintain a complete interaction history.") | Sales representative |
| Send emails without having to leave the workspace, ensuring all communications are logged and accessible to the entire account team. | [Send an email from a touchpoint](https://www.servicenow.com/docs/1WwCaIQN3fki5hhMjNuOsw "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.") | Sales representative |
[Table 2. CRM Touchpoints benefits]

{#explore-crm-touchpoints__table_kyl_lms_13c}

## What to explore next {#explore-crm-touchpoints__cf-exploring-parent-links}

To learn more about configuring and using CRM Touchpoints, see:

* [Configuring Activity Management](https://www.servicenow.com/docs/LtytTqYtRldKrEN6H8Kn_w "Install and configure the necessary plugins for enabling Activity Management features.")
* [Using Activity Management](https://www.servicenow.com/docs/uvz8Ijo155LNChQdBjcQ5g "Activity Management enables you to log and track every customer interaction across the sales cycle. Touchpoints provide a method to record meetings, calls, appointments, and emails. You can use the Microsoft Outlook add-in to associate emails and create CRM records without leaving your inbox.")
* [Activity Management reference](https://www.servicenow.com/docs/eKJwjajAU2OqvAJcK7MC8Q "Reference topics provide additional information about the Activity Management application.")
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