--- sourceDocument: Brazil Telecommunications, Media, and Technology sourceDocumentLink: https://www.servicenow.com/docs/r/telecom-media-technology Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Telecommunications, Media, and Technology ft:clusterId : - telmt bundleId : - telmt workflow : - Customer and Industry --- # Architecture # Sales CRM for Telecommunications functional architecture {#ariaid-title1} Release version: Brazil Updated November 5, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Sales CRM for Telecommunications is a comprehensive order management solution designed specifically for telecommunications service providers. Sales CRM for Telecommunications serves as a critical orchestration layer within the larger telecommunications ecosystem, integrating with key systems to manage the complete journey from prospect identification to service activation. ## Sales CRM for Telecommunications in the Telecommunications ecosystem {#somt-func-arch__section_nkv_pby_b3c} Sales CRM for Telecommunications is a critical application in the telecommunications industry, serving as the central orchestration layer for order management. It acts as a central hub connecting various systems across the telecom operator's landscape: * Customer-facing channels: Mobile apps, web portals, and sales representatives. * Supporting systems: Product catalogs, inventory systems, and service qualification platforms. * Fulfillment systems: Field service management and network activation platforms. {#somt-func-arch__ul_s4y_pby_b3c} Sales CRM for Telecommunications leverages TeleManagement Forum (TMF) industry standards to manage telecommunications orders across both selling and fulfillment phases while integrating with multiple upstream and downstream systems. ## Foundation components {#somt-func-arch__section_xm5_vdy_b3c} Sales CRM for Telecommunications is built on the following core data entities that underpin the entire order management process: * Account: Customer account information and organizational hierarchy. * Contact: Customer contact details and relationships. * Location/Site: Service delivery locations and site information. * Product Model: Product specifications and definitions created using the Product-Service-Resource (PSR) framework. * Sold Product: Customer's purchased products and entitlements * Install base item: Customer's product configuration. * Entitlements: Entitlements associated with the sold products. * Contracts: Customer contract including account details and specific assets covered. {#somt-func-arch__ul_ihm_wdy_b3c} These foundational elements provide the essential data structures that support all operations, from lead management through service activation. The Sales CRM for Telecommunications functional architecture operates across two distinct phases: the Selling Phase and the Fulfillment Phase. ## Selling phase {#somt-func-arch__section_yb3_c2y_b3c} This phase covers the customer acquisition and order capture process: * Lead Management: Initial prospect identification * Opportunity Management: Sales opportunity qualification * Product Catalog: Product offerings and configurations * Sales Agreement: Pre-sales contractual arrangements * Shopping Cart: Customer selection management * Quote: Pricing and proposal generation (CPQ) * Contract: Post-sales contractual obligations * Order Capture: Final order submission {#somt-func-arch__ul_clm_tgy_b3c} During this phase, Sales CRM for Telecommunications integrates with digital apps, self-care portals, account managers, product catalogs, and service feasibility systems. ## Fulfillment phase {#somt-func-arch__section_q3l_zgy_b3c} After order submission, the next phase is the fulfillment process: * Order Distribution: Decomposition into service orders and work orders. * Service Order Management: Tracking through activation lifecycle. * Activation Handoff: Submission to provisioning systems. {#somt-func-arch__ul_mrd_vhy_b3c} During this phase, Sales CRM for Telecommunications coordinates with Field Service Management for Telecommunication, external inventory systems, and network activation platforms. Note: Sales CRM for Telecommunications orchestrates the order management process and submits service orders to downstream activation systems but does not perform network activation or provisioning. ## TeleManagement Forum (TMF) Open APIs {#somt-func-arch__tmf-apis} The Sales CRM for Telecommunications leverages TeleManagement Forum (TMF) Open APIs throughout its architecture, ensuring standards-based integration with third-party systems. Key API integrations include: * Product catalog management API: Manage product catalog information from external systems. See [Product Catalog Open API](https://www.servicenow.com/docs/access?context=product-catalog-open-api&version=brazil&pubname=brazil-api-reference&ft:locale=en-US). * Product inventory API: For ServiceNow applications or external CRM / CPQ submitting orders. See [Product Inventory Open API](https://www.servicenow.com/docs/access?context=product-inventory-open-api&version=brazil&pubname=brazil-api-reference&ft:locale=en-US). * Service catalog API: For synching technical specifications with other network domain specific provisioning catalogs. See [Service Catalog Open API](https://www.servicenow.com/docs/access?context=service-catalog-open-api&version=brazil&pubname=brazil-api-reference&ft:locale=en-US). * Service order API: Use when a customer order is handled by another application and Sales CRM for Telecommunications acts as a service order manager. Also use when the marketplace owner handles decomposition and orchestration and sends the order to Sales CRM for Telecommunications for fulfillment. See [Service Order Open API](https://www.servicenow.com/docs/access?context=service-order-open-api&version=brazil&pubname=brazil-api-reference&ft:locale=en-US). * Technical service qualification API: Checks availability of resources and services before an order is submitted for fufillment. See [Technical Service Qualification Open API](https://www.servicenow.com/docs/access?context=ts-qualification-api&version=brazil&pubname=brazil-api-reference&ft:locale=en-US). * Quote management API: Based on the TMF 648 API. See [Quote Management API](https://www.servicenow.com/docs/access?context=quote-management-api&version=brazil&pubname=brazil-api-reference&ft:locale=en-US). ## Non-TMF APIs {#somt-func-arch__section_bxh_1bw_d3c} * Entitlement API: Create and fetch entitlements. See [Entitlement API](https://www.servicenow.com/docs/access?context=entitlement-api&version=brazil&pubname=brazil-api-reference&ft:locale=en-US). * Lead management API: Mapping and certification as per TMF 699. See [lead API](https://www.servicenow.com/docs/access?context=lead-api&version=brazil&pubname=brazil-api-reference&ft:locale=en-US). * Order API: See [Order API](https://www.servicenow.com/docs/access?context=order_csm-api&version=brazil&pubname=brazil-api-reference&ft:locale=en-US). * Sales agreement API: See [Sales Agreement API](https://www.servicenow.com/docs/access?context=sales_agreement-api&version=brazil&pubname=brazil-api-reference&ft:locale=en-US) {#somt-func-arch__ul_eyg_hbw_d3c} ## What to explore next {#somt-func-arch__section_t4w_3b4_vjc} To learn more about configuring and using, see: * [Integrating Order Management with southbound external systems](https://www.servicenow.com/docs/7TYxe5lcsiN9CWUc0sFSuA "Submit outbound service order requests to external systems by integrating Order Management with southbound systems. This integration enables automated order fulfillment across your service provider ecosystem.") * [Configuring product offerings and catalogs](https://www.servicenow.com/docs/JjWX65qi6BJ1NLn8Wd4oXw "Create product offerings and the associated product catalogs that can be used by Sales Customer Relationship Management agents for pre-sales activities, order capture, and post-sales engagement.") * [Configuring Order Management for Service Bridge consumers](https://www.servicenow.com/docs/m1EM4t~NuYJv8YhvZIgHwA "As a customer, you must complete some configuration tasks so that you can set up the Order Management application.") * [Task plan templates driven order fulfillment](https://www.servicenow.com/docs/cSIxONPGnh7wiriCXL_vTA "Use the task plan template to define tasks and their dependencies that are needed to orchestrate the fulfillment journey for a product to standardize fulfillment processes across products.") * [Approving and fulfilling customer orders](https://www.servicenow.com/docs/b47kD3JChR5YXmdeEXcPzg "Learn how your organization can use the Order Management application to fulfill customer orders.") * [Creating, reviewing, approving, and fulfilling service orders](https://www.servicenow.com/docs/DkKxWyCO3A6Zu7llCVjYOg "Service Order Management (SOM) is a domain of order management that is responsible for the end-to-end life cycle of service requests. Learn how service orders are captured Order Management, and how your fulfillment managers and agents review, orchestrate, and fulfill them.") * [Revising an outbound request](https://www.servicenow.com/docs/ixBBAFooEEmW5gwEhtLiKQ "As a provider, revise the outbound request that was previously created for a service order by using the Order Management for Telecommunications, Media, and Technology application. This way, you can share any inflight order changes with the external systems during the order fulfillment process.") * [Sales CRM for Telecommunications PSR catalog](https://www.servicenow.com/docs/YaekH4i9nsm8s85vasudNQ "The Sales CRM for Telecommunications Product, Service, and Resource (PSR) catalog is a unified catalog that defines all required entities in a single location. It is based on the TM Forum (TMF) Shared Information and Data (SID) model.") {#somt-func-arch__ul_wxd_yxp_vjc}