Activity Management release notes
Summarize
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 Activity Management Release Notes
ServiceNow® Activity Management, introduced in the Australia release, enables customer-focused teams to efficiently plan, execute, capture, and track customer interactions across multiple channels throughout the customer lifecycle. It integrates seamlessly with ServiceNow Customer Relationship Management (CRM) and extends capabilities by capturing activities like emails, calls, meetings, and tasks related to leads, opportunities, accounts, and contacts. Activity Management applications are available through the ServiceNow Store.
Show less
Key Features
- CRM Touchpoints: Capture and associate engagement activities (discovery calls, demos, customer business reviews) across various channels such as email, phone, virtual and in-person meetings, and social interactions. Maintain a complete engagement history linked to CRM entities like leads, opportunities, accounts, and contacts.
- Custom Touchpoint Types: Define organization-specific touchpoint types beyond the default options to match your unique engagement processes.
- Activity Capture and Tracking: Consolidate emails, calls, meetings, and tasks within touchpoints for comprehensive activity tracking, including metrics on communication channels and time spent per interaction. This provides leadership with visibility into individual sales representative activity volumes.
- CRM Outlook Add-in:
- Associate emails with existing CRM records directly from Microsoft Outlook, capturing engagement context immediately without leaving Outlook.
- Create new leads or contacts from emails when no matching CRM records exist, automatically attaching the original email to preserve history.
- Automatic matching of emails in threads to CRM records after initial association, streamlining email capture.
- Visibility of email-based customer communications to all account, lead, or opportunity team members by linking emails to CRM records instead of isolating them in personal inboxes.
- Improvements in This Release:
- Auto-population of Account and Contact fields when creating touchpoints reduces manual data entry.
- Correct classification of sent emails in CRM activity history and better pre-populated forms when creating leads or contacts from sent emails.
- Dynamic tab visibility in the CRM Outlook Add-in based on user permissions rather than fixed roles.
- Improved session timeout handling in the Outlook Add-in, allowing users to re-authenticate without losing context.
- Pre-applied filters on entity tabs in the Outlook Add-in help users quickly find relevant CRM records based on email sender or recipient information.
- Enhancements for accessibility with screen reader improvements for better identification of CRM records.
Activation and Plugin Information
To use Activity Management features, customers must install the CRM Outlook Add-in and CRM Touchpoints applications by requesting them from the ServiceNow Store. The required plugins for the Australia release are:
- CRM Outlook Add-in (com.sncrmoutlook): Enables email association and CRM record creation directly within Microsoft Outlook.
- CRM Touchpoints (com.sncrmtouchpoint): Enables capturing, tracking, and managing customer engagement activities across touchpoints.
Related Applications
- Lead Management: Supports creation and nurturing of leads into opportunities, allowing creation of touchpoints to track engagement activities throughout the lead lifecycle.
- Opportunity Management: Enables tracking of sales activities on opportunity records, such as demos and business value assessments, to support deal progression.
ServiceNow® Activity Management helps customer-focused teams to plan, execute, capture, and track customer interactions across multiple channels throughout the customer's association with your business. Activity Management is a new capability in the Australia release.
Activity Management highlights for the Australia release
- Enable email activity capture into ServiceNow Customer Relationship Management (CRM) software using the CRM Outlook Add-in.
- Define, plan, capture, and track customer interactions such as discovery calls, demos, and customer business reviews (CBRs) across different channels such as emails, calls, meetings, and more.
- Manage tasks and appointments for leads, opportunities, and more directly from a touchpoint record, in addition to opportunity.
See Activity Management for more information.
Important:
Activity Management applications are available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
Activity Management features
CRM Touchpoints
- Touchpoints on CRM entities
- Capture and track engagement activities for prospects and customers across communication channels such as email, phone, virtual meeting, in-person meetings, and social interactions by creating touchpoint records. Associate touchpoints with leads, opportunities, accounts, and contacts to maintain a complete engagement history.
- Custom touchpoint types
- Define custom touchpoint types in addition to the default types of discovery, demo, and customer business review (CBR), and so on to match your organization's specific engagement processes.
- Activity capture and tracking
- Capture emails, calls, meetings, and tasks within touchpoints such as discovery, demo, business value assessment, or CBRs in a single system of record. Track metrics such as primary channel and time spent for every interaction, providing leadership with visibility into the activity volume per sales representative.
- Associate an email with an existing CRM record
- Associate customer emails to the correct ServiceNow CRM record without leaving Microsoft Outlook. Manually search and associate emails with leads, opportunities, accounts, or contacts, so that engagement context is captured immediately and remains available for future correspondence and follow‑up.
- Create leads and contacts from email
- Create a lead or contact directly from an email when no matching CRM record exists, and automatically attach the originating email to the newly created record to preserve engagement history.
- Centralize customer communications for the entire team
- Make email‑based customer interactions visible to account, lead, or opportunity teams by associating emails with the ServiceNow CRM records instead of them being isolated in your personal inbox.
Changed in this release
CRM Touchpoints
- Account and Contact field auto-population
- Reduce manual data entry when creating touchpoints by automatically populating the Account and Contact fields when you select an Associated Entity and Associated Record of type Contact, Account, Lead, or Opportunity. Associated Entity and Associated Record fields become read-only after the touchpoint record is created.
Activation information
Install CRM Outlook Add-in and CRM Touchpoints by requesting them from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Plugin information
- New plugins
-
The following plugins are new in Australia:
- CRM Outlook Add-in (com.sn_crm_outlook): Enables sales agents to associate emails and create CRM records directly from Microsoft Outlook.
- CRM Touchpoints (com.sn_crm_touchpoint): Enables sales and service teams to capture, track, and act on various touchpoints and activities throughout the customer's association with your business.