---
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


---

# Opportunity Management

# Opportunity Management {#ariaid-title1}

* Release version: Australia
* 
* Updated August 7, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read

The ServiceNow®
Opportunity Management application enables your sales agents and account executives to analyze customer needs and generate product recommendations for potential customers.

An opportunity in Sales Customer Relationship Management provides complete information about a product or service based on the needs of a customer (called a qualified lead). A lead for a product is the minimal information that a sales agent
uses to advance the conversation with a potential customer and create an opportunity.  
Figure 1. Opportunity workflow in Sales Customer Relationship Management

## Opportunity Management interface {#opportunity-management__section_e24_4nv_c1c}

The Opportunity Management application is integrated with the Product Catalog and product configurator to help sales agents access product offerings to build opportunities. The Opportunity Management interface contains the following tabs:
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| Tab | Description |
|-|-|
| [Overview](https://www.servicenow.com/docs/2pI4UnU~2_nX_VGvCzYOzg "Track stage exit criteria, complete playbook activities, and manage deal-related actions on an opportunity to advance deals through the sales cycle.") | Summary of key deal information including account, stage, amount, AI-generated opportunity insights and probability score, and guided selling actions such as stage exit criteria and playbook activities. |
| [Details](https://www.servicenow.com/docs/aATG0b41tYpS~4ry4XqhzA "Use the Details tab to add and view information about your opportunity, including the source and competitor.") | Add basic information for the opportunity. |
| [Catalog tab](https://www.servicenow.com/docs/fpyyCI630s7B~jjh~x5gvA "Choose a needs template from the product selection guide in the product catalog to get product recommendations for sales opportunities.") | Search for and add product offerings to your opportunity. |
| [Needs](https://www.servicenow.com/docs/fpyyCI630s7B~jjh~x5gvA "Choose a needs template from the product selection guide in the product catalog to get product recommendations for sales opportunities.") | Lists the need templates that provide product recommendations for the opportunity. |
| [Line Items](https://www.servicenow.com/docs/8r24Jty~N7m9RTAw1zN_cg "Create a new product line item for your opportunity by entering the details, such as product offering and quantity.") | Add different line items to an opportunity. |
| [Quotes](https://www.servicenow.com/docs/IK4mUas8MiLpJFd2K2cB2g "Create a quote directly from an opportunity as a sales agent or with integrated roles.") | Create quotes directly from opportunities. |
| [Contacts](https://www.servicenow.com/docs/352rHTa7Tk32zNeq53atIw "Create opportunity for associated contacts to identify each contact’s role when multiple stakeholders are involved.") | Create opportunity associated contacts. |
| [Team](https://www.servicenow.com/docs/Zwj~kLi9SyZetRQ7czaSTQ "Create an opportunity team member for a structured collaboration among multiple users.") | Create opportunity team members. |
| [Competitors](https://www.servicenow.com/docs/DnDbPfoT_pToIiEJrw6IVg "Capture competitor details for your opportunity so that you can have winning sales conversations with your customer.") | Record competitor information. |
| [Emails](https://www.servicenow.com/docs/iKqiAynt9t9yPT3ssPaP~g "Create an email to communicate to your customer the product information that meets their business requirements or the product demo as required by your customer.") | Create emails to send to the required stakeholders. |
| [Allocations](https://www.servicenow.com/docs/B7djAQOKkfPLmDhmyJbpWQ "Allocate and track sales credit across opportunity team members to recognize individual contributions, improve transparency, and support accurate revenue attribution.") | Distribute sales credit across multiple contributors on a single opportunity. |
| [Tasks](https://www.servicenow.com/docs/4oHNfWRySyZtjmZpZAFkfQ "Create opportunity tasks to capture additional details of your customer's requirements.") | Create opportunity tasks. |
| [Meetings](https://www.servicenow.com/docs/2xupl1~QG5eER_UpY154aQ "Schedule a client meeting directly from an opportunity record to associate it with the opportunity.") | Related list of all meetings scheduled and associated with the opportunity. |
| [Touchpoints](https://www.servicenow.com/docs/WdkwkxXTwrfPPpypD1YWDg "View, create, and delete touchpoints associated with an opportunity from the touchpoints related list.") | Related list of customer interaction records (calls, emails, engagement activities) logged against the opportunity. |
| Related Channel Partners | Add authorized service organizations or partner entities (for example, referral or influencer partners) linked to a customer opportunity. Related channel partners can be: * Authorized organization: Full permissions to access, view, edit, or modify opportunity details * Listed organization: Only for tracking purposes. No permissions to view, access, edit, or delete opportunity details {#opportunity-management__ul_fqg_m2k_fhc} |
[Table 1. Opportunity Management tabs]

{#opportunity-management__table_enp_xnv_c1c}

## Integrating pricing in Opportunity Management {#opportunity-management__section_c4y_rg1_bbc}

Opportunity Management integrates with the pricing engine to consume the default price list and displays the total price and unit price of product offerings in your opportunity.

Based on the prices of product offerings (POs) that are added to the opportunity, the total price values are auto-calculated. For more information, see [Add and view the details of an opportunity](https://www.servicenow.com/docs/aATG0b41tYpS~4ry4XqhzA "Use the Details tab to add and view information about your opportunity, including the source and competitor.") and [Add line items to an opportunity](https://www.servicenow.com/docs/8r24Jty~N7m9RTAw1zN_cg "Create a new product line item for your opportunity by entering the details, such as product offering and quantity.").  
Pricing in Opportunity Management provides the following benefits:

* Revenue forecasting: The pricing engine helps agents evaluate an opportunity's total worth by computing the combined prices of each offering included, which in turn helps teams to strategize resource or budget allocation for deals.
* Deal prioritization: By analyzing the potential revenue of each opportunity, your sales team can focus on the deals based on their financial impact. For example, teams can focus on deals with higher potential revenue and higher margins.
* Negotiation enhancement: The pricing engine gives your sales team real-time pricing insights, which enhances the negotiation process by enabling your sales team to tailor offers that meet customer needs while maintaining profitability.
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To learn more about pricing, see [Pricing Management](https://www.servicenow.com/docs/MM_LJGypeLgvJHVf4o9fwA "The Pricing Management application enables your organization to set, manage, and optimize pricing strategies for any Sales Customer Relationship Management solution. These pricing strategies enable your sales team to generate opportunities, quotes, and orders with accurate and competitive pricing quickly.").

## AI capabilities that support Opportunity Management {#opportunity-management__section_vlb_4nz_dkc}

Opportunity summary
:   Generate an AI summary for an opportunity record that enables you to get synthesized information from emails, touchpoints, deal stage, line items, and more without opening every related activity, contact, or deal record. For
    more information, see [Summarize an opportunity using ServiceNow Otto for Sales Automation](https://www.servicenow.com/docs/FknxATwtz0eqO4gzwboz2A "Generate an AI-powered summary of an opportunity in the CRM Workspace to get an immediate view of key details, customer needs, recent activity, and risks without reviewing multiple records.").

Opportunity scores and insights

:   Review AI-generated win probability scores and contextual insights for an opportunity to assess deal health and its probability to close. Use this to prioritize pipeline opportunities and identify risks. For more information,
    see .

    Because opportunity scoring (Probability to Close) uses Predictive Intelligence and machine learning, you must train the ML model on the existing data. For more information, see [Set up ML-based opportunity scoring and insights](https://www.servicenow.com/docs/qANSFf2EZkUTEKQunR1bHA "Give your sales team a win probability score and supporting insights on every open opportunity by training a machine learning (ML) model on your closed deals and activating the jobs that score opportunities.").

CRM conversational query
:   Ask questions and issue commands to work on an opportunity in plain language using an MCP client such as Claude Desktop. For more information, see [CRM conversational query](https://www.servicenow.com/docs/AZxUn3DzbVIkdM~3Rgh~IQ "CRM conversational query is an AI agent embedded in ServiceNow Otto. You can ask questions and issue commands in plain language and the agent performs the action without you opening a form.") and [Manage opportunity records using an MCP client](https://www.servicenow.com/docs/NfICDYhqD4jpesGjJFSoMQ "Retrieve, update, create, and delete opportunity records and related CRM data from an MCP client using plain language.").

## What to explore next {#opportunity-management__section_vw5_ng1_bbc}

The following topics provide more information about configuring and using Opportunity Management

* [Configuring Opportunity Management](https://www.servicenow.com/docs/jPfUUK9UnBg8EPVmxlXzVg "Install the Opportunity Management application, which enables sales agents and account executives to get pre-sales product recommendations based on customer needs. You then assign the user roles and configure related features, such as needs analysis, used in Opportunity Management.")
* [Using Opportunity Management](https://www.servicenow.com/docs/tmqA5FEZwFnSZpDkxwxGYg "Use the Opportunity Management application to create and manage opportunities, schedule meetings, and track related activities.")
* [Opportunity Management reference](https://www.servicenow.com/docs/xQ6vdwr8WPUhJ6vY~QaVFg "Reference topics provide additional information about the Opportunity Management application.")
{#opportunity-management__ul_uch_xnz_dkc}  
The following topics provide links to resources for configuring and using AI capabilities with Opportunity Management

* [AI capabilities in Sales CRM](https://www.servicenow.com/docs/cQ8m_XG5e2RL_9VH65OLkw "Sales CRM includes generative and agentic AI capabilities that helps you automate sales workflows and enables sales teams to work more efficiently within your CRM environment.")
* [Configuring AI capabilities in Sales CRM](https://www.servicenow.com/docs/ctiPmRpkFFpu3YBANz6g4A "Use the AI Admin Hub console to activate the various AI applications and skills that you're entitled to use.")
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