Sales Customer Relationship Management release notes

ServiceNow® Sales Customer Relationship Management is a set of new and updated applications and features in the Australia release. These applications enable you to manage the product sales life cycle in your organization, including leads, pre-sales opportunities, sales quote generation, order capture, order fulfillment, and post-sales order changes and renewals.

Australia Patch 2

Sales and Order Management (SOM) is now known as Sales Customer Relationship Management (Sales CRM) to align with the updated product taxonomy. There is no change to functionality or existing customer configurations.

Australia Patch 1

ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases
• Prime: Act autonomously with all AI assets and create your own

Depending on your entitlements, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

Note:

Sales Customer Relationship Management includes workflows for Customer Lifecycle Operations (Customer Life Cycle Management). For details on these features in the Australia release, see the Data Management release notes release notes.

Also, agents can use the Case Management for Order Operations and Case Management for Invoice Operations application to display order and invoice cases and case line items in CSM Configurable Workspace. The Case lines and workflows application provide the ability to reference multiple order line items on a case record.

• Activity Management release notes
  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.
• Advanced Approval Management release notes
  The ServiceNow® Advanced Approval Management application enables you to define workflows for approving Sales Customer Relationship Management entities, such as customer quotes. Advanced Approval Management is a new application in the Australia release.
• Buying Group release notes
  The ServiceNow® Buying Group application provides information on the key  decision-making stakeholders of a company to whom you are trying to sell a particular product. Buying Group is a new application in the Australia release.
• CPQ release notes
  CPQ is a configuration engine that acts as the "C" in Configure, Price, Quote. It uses an attribute-based approach to simplify complex product logic. The engine delivers dynamic blueprints, real-time user interfaces, and a Commerce Logic Engine that generates accurate outputs like bills of materials.
• Customer Engagement Sequences release notes
  The ServiceNow® Customer Engagement Sequences application enables customer-focused teams to execute structured, personalized outreach and follow-up activities to engage customers throughout the time they're associated with your business. Customer Engagement Sequences was enhanced and updated in the Australia release.
• Customer self-service for Sales Customer Relationship Management release notes
  The ServiceNow® Business Portal application enables your B2B customers to place orders, request quotes, and get support for orders and invoices through a self-service web portal. Business Portal was enhanced and updated in the Australia release.
• Lead Management release notes
  The ServiceNow® Lead Management application enables your sales agents and sales development representatives to create leads and nurture them into opportunities. Lead Management was enhanced and updated in the Australia release.
• Opportunity Management release notes
  The ServiceNow® Opportunity Management application enables your sales agents and account executives to create and manage opportunities. These opportunities identify and track potential sales based on identified customer needs. Opportunity Management was enhanced and updated in the Australia release.
• Order Management release notes
  The ServiceNow® Order Management application enables you to capture, manage, and fulfill product and service orders from enterprise customers. Order Management was enhanced and updated in the Australia release.
• Quote Management release notes
  The ServiceNow® Quote Management enables your sales agents to generate and manage sales quotes for your customers. Quote Management was enhanced and updated in the Australia release.
• Partner Relationship Management
  The ServiceNow® Partner Relationship Management application provides a unified workspace for sales, delivery, marketing, and operations to help you manage the entire partner life cycle. Partner Relationship Management was enhanced and updated in the Australia release.
• Customer Contracts and Entitlements release notes
  The ServiceNow® Customer Contracts and Entitlements application provides the foundation for storing and managing customer service contracts and entitlements. Customer Contracts and Entitlements was enhanced and updated in the Australia release.
• Product Catalog Management and Pricing Management release notes
  The ServiceNow® Sales CRM applications include the ServiceNow® Product Catalog Management and ServiceNow® Pricing Management features, which enable you to create and manage the product offerings, catalogs, pricing, and discounting strategies used in your organization. These foundational features were enhanced and updated in the Australia release.
• Sales Forecasting release notes
  The ServiceNow® Sales Forecasting application helps you project your future sales and revenue based on data from an opportunity pipeline. Sales Forecasting was enhanced and updated in the Australia release.
• Sales Territory Management​ release notes
  The ServiceNow® Sales Territory Management​ application structures and optimizes the sales efforts of your organization based on territories. It involves overseeing daily sales activities, adjusting team assignments to verify complete customer coverage, monitoring sales performance against goals, and updating territory assignments as markets change. Sales Territory Management​ was enhanced and updated in the Australia release.