Sales Customer Relationship Management release notes

ServiceNow® Sales Customer Relationship Management is a set of new and updated applications and features in the Zurich 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.

Zurich Patch 9

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.

Note:

Sales Customer Relationship Management includes workflows for Customer Lifecycle Operations (Customer Life Cycle Management) and Customer Contracts and Entitlements. For details on these features in the Zurich release, see the following Customer Service Management (CSM) release notes.

• Data Management release notes (Customer Life Cycle Management)
• Customer Contracts and Entitlements release notes

Also, agents can use the Case Management for Order Operations application to display order cases and order 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.

• CPQ Configurator release notes
  The ServiceNow® CPQ Configurator interface streamlines the configuration and pricing of customizable products that are added to opportunities, quotes, and orders. It also supports product configuration when modifying sold products and contracts. CPQ Configurator is a new feature in the Zurich release.
• 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 is a new application in the Zurich release.
• Customer self-service for Sales Customer Relationship Management release notes
  The ServiceNow® Business Portal is a self-service web portal that supports your B2B customers by providing integrated access to knowledge articles, community forums, service catalogs, and chatbots. Business Portal was enhanced and updated in the Zurich release.
• Lead-to-Cash Process Management release notes
  The ServiceNow® Lead-to-Cash Process Management application provides sales managers and contract administrators with a real-time, consolidated view of critical sales data, activities, and status related to sales entities such as opportunities, quotes, and orders. Lead-to-Cash Process Management is a new application in the Zurich release.
• Now Assist for Configure, Price, Quote (CPQ) release notes
  The ServiceNow® Now Assist for CPQ application brings platform AI capabilities to Sales and Order Management. Now Assist for CPQ is a new application in the Zurich release.
• Now Assist for Order Management release notes
  The ServiceNow® Now Assist for Order Management application brings platform AI capabilities to Sales Customer Relationship Management. Now Assist for Order Management is a new application in the Zurich release.
• Now Assist for Sales Force Automation (SFA) release notes
  The ServiceNow® Now Assist for Sales Force Automation (SFA) application brings platform AI capabilities to Sales Customer Relationship Management. Now Assist for SFA is a new application in the Zurich 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. ServiceNow® Opportunity Management is a new application in the Zurich 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 Zurich release.
• Partner Relationship Management release notes
  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 is a new application in the Zurich release.
• Product Catalog Management and Pricing Management release notes
  The ServiceNow® Sales Customer Relationship Management 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 Zurich release.
• Quote Management release notes
  The ServiceNow® Quote Management application enables your sales agents to generate and manage sales quotes for your customers. Quote Management was enhanced and updated in the Zurich release.
• Return Merchandise Authorization release notes
  The ServiceNow® RMA Case Management application enables customers to create cases for install base item. It offers simplified processes, decreased turnaround time, and a unified workflow. RMA Case Management is a new application in the Zurich release.
• Sales Forecasting release notes
  The ServiceNow® Sales Forecasting application enables you to project your future sales and revenue based on data from an opportunity pipeline. Sales Forecasting was enhanced and updated in the Zurich 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​ is a new application in the Zurich Patch 3 release.