---
sourceDocument: Australia Customer Success Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/acct-lifecycle-events

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Success Management

ft:clusterId :

    - actle

bundleId :

    - actle

workflow :

    - Customer and Industry


---

# Create a renewal opportunity

# Create an opportunity in Microsoft Dynamics CRM {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Create a renewal opportunity in the Microsoft Dynamics CRM platform from your ServiceNow instance.

## Before you begin

Role required: sn_acct_lc.customer_success_agent

## About this task

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

## Procedure

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

   <br />

7. In the Enter core information page, select the contract for which the renewal opportunity is to be created, enter a description and select Mark complete.
8. **Optional:** In the Add squad page, select one or more squad members and select Mark complete.
9. **Optional:** In the Assess Opportunity stage, select Mark read in the View contract record page to proceed to the next step.
10. **Optional:** In the Assess engagement page, enter any actions or steps required and select Send and continue to proceed to the next stage.
11. **Optional:** In the Communicate stage, select Send email to go to the next stage.
12. In the Create opportunity page, select 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. Select the History icon to see a log of previous recommended actions.  

    <br />

13. Select 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.  
    Note:  
    You can create the record only if you have defined the mappings in the DynamicsCRMMappingConstants script include. See [Enable integration with Microsoft Dynamics CRM](https://servicenow-prod.fluidtopics.net/HenPLc~CNOqC7hfwwgPCBg "Integrating your ServiceNow instance with the Microsoft Dynamics CRM platform enables seamless data exchange and process synchronization between the two platforms. This integration is done through the Microsoft Dynamics CRM spoke.") for details. If the mappings have not been configured, you will see the recommended action but the Create option will not work.

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