--- 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 --- # Partner Relationship Management # Partner Relationship Management {#ariaid-title1} Release version: Brazil Updated October 21, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Partner Relationship Management The Partner Relationship Management (PRM) application helps enterprises efficiently engage and collaborate with channel partners---such as resellers and system integrators---to sell products and services, thereby expanding business reach and improving customer success. PRM supports the entire partner lifecycle including onboarding, engagement, and case management through a centralized Partner Portal. This portal allows partners to raise support cases, communicate directly with enterprises, and track their program participation and activities using personalized dashboards. Show full answer Show less ## Key Features * **Partner Lifecycle Management:** Streamlines onboarding and ongoing partner engagement to enhance satisfaction and reduce onboarding time. * **Partner Portal:** Enables partners to submit and manage support cases, register external staff, and access knowledge articles, fostering self-service and reducing manual processes. * **Case Management and Collaboration:** Facilitates direct communication between partners and enterprises to resolve operational, sales, or service issues efficiently. * **Deal Registration Management:** Ensures partners are recognized and rewarded for sourced opportunities, prevents deal overlap, and aids in managing partner-generated deals. * **Unified Partner Data Model:** Provides visibility into partner entitlements, program participation, and engagement through real-time dashboards accessible by both partners and enterprises. ## Practical Use Case For example, a global reseller can use PRM to replace inefficient email or informal support processes with structured case submissions via the Partner Portal. Partners can independently track case status, while enterprises manage and route cases centrally. This streamlines issue resolution, improves operational efficiency, and strengthens the partner-enterprise relationship. ## Benefits for ServiceNow Customers * **Enhanced Partner Experience:** Improves collaboration and communication, increasing partner satisfaction and accelerating onboarding. * **Increased Sales and Revenue:** Supports higher partner sales performance and efficient deal conversions through streamlined partner engagement. * **Operational Efficiency:** Provides enterprise-wide visibility into partner activities and reduces manual interventions by empowering partner self-service. Learn how the Partner Relationship Management application enables enterprises to hire and engage channel partners to sell their products and services to grow and improve their business. ## Overview of Partner Relationship Management {#partner-relationship-management__section_mh4_pzx_yjc} Channel partners streamline and help manage the sales process of a product or a service for an enterprise. The PRM solution offers tools to manage the end-to-end partner life cycle. PRM enables an efficient and continuous partner engagement and collaboration system with the enterprise to provide essential support. The PRM system enables partner onboarding, life cycle management, and improves the overall collaboration between channel partners and enterprises. To learn how to configure Partner Relationship Management, see [Configure Partner Relationship Management](https://www.servicenow.com/docs/VVF0QA~8TDstN~MOpd~CxQ "Install the PRM (com.snc.partner_relationship_management) application from ServiceNow Store to enable enterprises to hire partners and improve their sales cycles."). The collaboration improves case management solutions and enables partners to log in to the Partner Portal to raise concerns or queries and communicate directly with the enterprise. This provides better resolutions leading to improved enterprise and partner collaboration. In the partner ecosystem, channel partners such as resellers and system integrators are critical to expanding an enterprise's reach and drive customer success. Channel partners often must raise operations, sales, and service related issues directly with the enterprise. However, without a structured servicing and collaboration system, partners experience delays, inefficiencies, and friction that impact both partner satisfaction and business outcomes. The PRM solution can build a bridge between the channel partners and enterprises. Use the Deal Registration Management plugin to ensure partners are recognized and rewarded for the opportunities they source and develop. Enterprises can also properly manage an upcoming deal from partners and help prevent multiple partners or internal teams from overlapping on the same customer or opportunity. To learn more about the Deal Registration Management application, see [Deal Registration](https://www.servicenow.com/docs/j_t1EE4d2xUo3MaLrNSwHA "Install the Deal Registration Management plugin (com.snc.deal_registration_management) to enable channel partners to identify and manage customer interest in products."). ## Use case {#partner-relationship-management__section_nh4_pzx_yjc} ABC systems, a global technology reseller and implementation channel partner for XYZ solutions (enterprise), operates across North America with hundreds of active customer engagements. ABC's consulting and delivery teams frequently encounter challenges requiring direct support from XYZ, such as clarification on licensing models or product configurations. With the Partner Relationship Management solution, ABC no longer needs to rely on ad hoc emails, informal escalation channels, or multiple sessions leading to delays. With the Partner Relationship Management solution, the channel partner ABC can do the following. * Submit and manage support cases through the Partner portal designed for easy access and case tracking. * Benefit from a role-based experience where channel partner managers and associates can independently raise cases and monitor the status without dependency on enterprise contacts. * Gain visibility into program participation and support activities through personalized dashboards. * Use the unified partner data model to confirm that entitlements and participation in XYZ's partner programs are accurately tracked and easily accessible. {#partner-relationship-management__ul_oh4_pzx_yjc} With the Partner Relationship Management solution, the enterprise XYZ can do the following. * View and fulfill cases raised by the channel partner ABC in a centralized workspace. * Route assignments to the appropriate support agents. * Track channel partner engagement levels within ABC via real-time dashboards. {#partner-relationship-management__ul_ph4_pzx_yjc} By streamlining support and collaboration through PRM, ABC reduces its resolution time, improves internal efficiency, and strengthens its partnership with XYZ. ## Key benefits of PRM {#partner-relationship-management__section_qh4_pzx_yjc} The Partner Relationship Management solution offers the following benefits. * Enhances partner experience- Support partner onboarding and life cycle management to provide an improved interaction system between channel partners and enterprises. This increases partner satisfaction and reduces onboarding time. * Increase sales and revenue- Streamline and improve collaboration between enterprises and their partners to increase partner sales and performance to enable higher partner-initiated revenue and efficient deal conversion rates. * Increase operational efficiency- Provide visibility into the partner ecosystem and enable partners to achieve their business goal to decrease manual intervention and increase partner self-service. {#partner-relationship-management__ul_rh4_pzx_yjc} ## Partner portal {#partner-relationship-management__section_sh4_pzx_yjc} The Partner portal enables channel partners to create cases, register external members as staff, and view knowledge articles. To learn more about the Partner portal, see [Using Partner Relationship Management](https://www.servicenow.com/docs/fLwYMrB~e2JyXaNnupXFvA "Install the Partner Relationship Management plugin (com.snc.partner_relationship_management) to enable admins and channel partners to use the self-service Partner portal."). **Related concepts** * [Configure Partner Relationship Management](https://www.servicenow.com/docs/VVF0QA~8TDstN~MOpd~CxQ "Install the PRM (com.snc.partner_relationship_management) application from ServiceNow Store to enable enterprises to hire partners and improve their sales cycles.") * [Using Partner Relationship Management](https://www.servicenow.com/docs/fLwYMrB~e2JyXaNnupXFvA "Install the Partner Relationship Management plugin (com.snc.partner_relationship_management) to enable admins and channel partners to use the self-service Partner portal.") * [Configure Segment Management](https://www.servicenow.com/docs/muuLml48edivi2I1W44~EA "Install the Segment Management application (com.snc.segment_mgmt) from the ServiceNow Store to manage and group entities into various segments to promote progression.") * [Deal Registration](https://www.servicenow.com/docs/j_t1EE4d2xUo3MaLrNSwHA "Install the Deal Registration Management plugin (com.snc.deal_registration_management) to enable channel partners to identify and manage customer interest in products.") **Related tasks** * [Install Sales Common for Partner Relationship Management](https://www.servicenow.com/docs/BZVwk_RkOG10MsaZKgfA5A "Install the Sales Common for Channel Partners plugin (com.snc.partner_relationship_management_sales_common), along with the demo data and installations that are related to ServiceNow Store applications and plugins.") * [Install Order Management for Channel Partners](https://www.servicenow.com/docs/gGrtv0mmdVThhIDrLkCMlg "Install the Order Management for Channel Partners plugin (com.snc.partner_relationship_management_orm), along with the demo data and installations that are related to ServiceNow Store applications and plugins.") **Related reference** * [Partner Relationship Management](https://www.servicenow.com/docs/QE0S7guGSFEqjPeflJv~BQ "Reference topics provide additional information about Partner Relationship Management.")