Create an opportunity in Microsoft Dynamics CRM

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Create a renewal opportunity in the Microsoft Dynamics CRM platform from your ServiceNow instance.

    Antes de Iniciar

    Role required: sn_acct_lc.customer_success_agent

    Por Que e Quando Desempenhar Esta Tarefa

    Customer success managers can create renewal opportunities based on contract expiration dates and identify any potential risks.

    Procedimento

    1. Navigate to Workspaces > CSM/FSM Configurable Workspace and select the List icon.
    2. Navigate to Customer Success > All Engagements and open an engagement.
    3. Click Create Success Play.
    4. Select Success Support category and click the Simple Renewal Play card.
    5. In the Create Success Play form, specify the Due Date, Assigned to, and Priority and click Finish.
      You will see a message that an internal play has been created.
    6. Navigate to Customer Success > All Internal Plays and open the renewal playbook that was created.

      Renewal playbook: core information
    7. In the Enter core information page, select the contract for which the renewal opportunity is to be created, enter a description and click Mark complete.
    8. Opcional: In the Add squad page, select one or more squad members and click Mark complete.
    9. Opcional: In the Assess Opportunity stage, click Mark read in the View contract record page to proceed to the next step.
    10. Opcional: In the Assess engagement page, enter any actions or steps required and click Send and continue to proceed to the next stage.
    11. Opcional: In the Communicate stage, click Send email to go to the next stage.
    12. In the Create opportunity page, click Open record.
      You can see the recommended action for Microsoft Dynamics CRM displayed in the right panel. The details of the account associated with the engagement and the contract information is displayed. Click the History icon to see a log of previous recommended actions.

      MS Dynamics CRM recommended action
    13. Click Create.
      You will see a message indicating that the opportunity record has been created. You can login to the Microsoft Dynamics CRM platform to view this record.
      Nota:
      You can create the record only if you have defined the mappings in the DynamicsCRMMappingConstants script include. See Enable integration with Microsoft Dynamics CRM for details. If the mappings have not been configured, you will see the recommended action but the Create option will not work.