Create a touchpoint from an opportunity

Create a touchpoint to log a customer interaction directly from an opportunity record.

Before you begin

• The CRM Touchpoints plugin (sn_crm_touchpoint) must be installed.
• The opportunity must be in a non-closed state. You can't create touchpoints for opportunities in a Closed-Won or Closed-Lost stage.

Role required: sn_crm_touchpoint.admin or sn_crm_touchpoint.touchpoint_writer

About this task

Touchpoints are interaction records that you associate with a specific opportunity. When you create a touchpoint from the opportunity, the system automatically links the touchpoint to that opportunity and populates customer context from the opportunity record.

Procedure

1. In the CSM Configurable Workspace, select the List view.
2. In the Opportunity - All list, open the opportunity record.
3. In the opportunity header, select Create > Touchpoint.
   Note:

   The Create button and the Touchpoint option are only visible when you have permission to create CRM Touchpoints. The button is hidden when the opportunity is in a closed state.
4. In the touchpoint form, complete the required fields.

   The following fields are automatically set and can't be edited:

   • Associated entity: set to Opportunity
   • Associated record: set to the opportunity number
   • Category: set to Sales
   • Owner: set to the user creating the touchpoint

   If the opportunity is account-based, the system also sets Account from the opportunity. The Contact field is pre-populated from the opportunity contact if one exists, and remains editable.

5. Select Save.

Result

The touchpoint is created and linked to the opportunity. It appears in the Touchpoints tab of the opportunity record.

What to do next

To view all touchpoints for the opportunity, select the Touchpoints tab.