Create a CRM touchpoint

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Create a CRM touchpoint to log and track customer interactions across the sales cycle. Link touchpoints to accounts, contacts, and associated records to maintain a complete interaction history and support timely follow-ups.

    Before you begin

    Role required: sn_crm_touchpoint.touchpoint_writer

    Procedure

    1. Navigate to Workspaces > CSM/FSM Configurable Workspace.
    2. Select the List icon .
    3. Navigate to Touchpoints > All Touchpoints.
    4. Select New.
    5. On the Create New CRM Touchpoint form, fill in the fields.
      For a description of the field values, see Create new CRM touchpoint form.
    6. Select Save.

    What to do next

    After creating a CRM touchpoint, you can plan and track the following pre-engagement activities from the touchpoint record:

    • Schedule a meeting with the customer or internal stakeholders to align on discovery goals or next steps. For more information, see Schedule a meeting from a touchpoint.
    • Schedule a call to follow up on commitments made during a previous interaction or to prepare for upcoming customer engagement. For more information, see Schedule a call from a touchpoint.
    • Compose and send an email to share information, confirm meeting details, or follow up after a call. For more information, see Send an email from a touchpoint.
    • Create a related task to capture preparation work such as researching customer background, identifying stakeholders, or tracking commitments before closing the touchpoint. For more information, see Create a related task from a touchpoint.