Using Sales Customer Relationship Management applications

As agents and managers, you use the CSM Configurable Workspace to complete various tasks when using the Sales Customer Relationship Management applications.

From the workspace you can access product catalogs to see the product offerings available in your organization and select them for Sales Customer Relationship Management transactions. You use a configurator interface, either the CPQ Configurator or the legacy product configurator, to customize configurable products that you add to opportunities, quotes, and orders or to make changes in sold products and product inventory.

Note:

The CPQ Configurator is available if your organization has implemented the CPQ Integration application. For details on using the CPQ Configurator in Sales Customer Relationship Management workflows, see Configure a customizable product using CPQ Configurator.

Lead and opportunity managementWin more deals by capturing leads, tracking opportunities, forecasting sales, managing territories and buying groups.	Configure, price, quoteQuote faster and more accurately by configuring products, setting pricing, and creating sales agreements.	Order managementKeep orders on track by managing fulfillment, staying ahead of jeopardy, and resolving issues quickly.
Order operationsRun seamless lead-to-cash processes by managing end-to-end order workflows and handling returns with ease.	Post-sales engagementDeliver on your promises by managing contracts, tracking entitlements, and driving product life cycle workflows.	Partner Relationship ManagementGrow your partner ecosystem by onboarding partners, strengthening relationships, and enabling collaboration.
Lead-to-cash foundationBrowse, customize, and add products using the product catalog interface with AI Search.	Business PortalEmpower your customers by letting them place orders, submit RFQs, view quotes, and raise cases on their own.

• Using lead and opportunity management applications
  Learn how to use lead and opportunity management applications.
• Using configure, price, quote applications
  Learn how to use configure, price, quote applications.
• Using Order Management
  ServiceNow Order Management provides a centralized platform to create and manage customer and service orders throughout their entire life cycle. It automates the complex process from order capture and enrichment through to fulfillment and closure, promoting seamless coordination between sales, operations, and technical teams.
• Using order operations applications
  Learn how to use order operations applications.
• Using post-sales engagement applications
  Learn how to use post-sales engagement applications.
• Using Partner Relationship Management
  Install the Partner Relationship Management plugin (com.snc.partner_relationship_management) to enable admins and channel partners to use the self-service Partner portal.
• Using lead-to-cash foundation applications
  Learn how to use lead-to-cash foundation applications.
• Customer self-service using the Business Portal
  Business-to-business (B2B) customers can use the Business Portal to browse product catalogs, create product orders, create and view order cases, manage invoice and invoice cases, and request for quotes.