Activity Management release notes
ServiceNow® Activity Management helps customer-focused teams to plan, execute, capture, and track customer interactions across multiple channels throughout the customer's association with your business. Activity Management is a new capability in the Australia release.
About Activity Management
- Enable email activity capture into ServiceNow Customer Relationship Management (CRM) software using the CRM Outlook Add-in.
- Define, plan, capture, and track customer interactions such as discovery calls, demos, and customer business reviews (CBRs) across different channels such as emails, calls, meetings, and more.
- Manage tasks and appointments for leads, opportunities, and more directly from a touchpoint record, in addition to opportunity.
- Automatically associate inbound sales emails with the correct CRM record using AI-based intent detection and semantic matching.
See Activity Management for more information.
Activation and other requirements
- Activation information
Install CRM Outlook Add-in and CRM Touchpoints by requesting them from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Accessibility and localization
- Accessibility information
The CRM Outlook Add-in includes screen reader improvements for card views in this release. On the Accounts, Contacts, Leads, and Opportunities tabs, each card announces its primary record details such as the contact name and key fields instead of a generic card-button label, so users on assistive technology can identify records without opening each card.
August 2026
ServiceNow® Activity Management helps customer-focused teams to plan, execute, capture, and track customer interactions across multiple channels throughout the customer's association with your business. Activity Management is a new capability in the Australia release.
What's new
- Responsibility-based access roles for touchpoints
- Enable record-level access to touchpoints through the responsibility framework. The new CRM Touchpoints responsibility read granular and CRM Touchpoints responsibility write granular roles enables admins to configure and limit sales territory members and opportunity team members to the touchpoints on the leads, opportunities, and accounts they are responsible for, rather than the blanket access provided by the touchpoint reader and writer roles.
July 2026
ServiceNow® Activity Management helps customer-focused teams to plan, execute, capture, and track customer interactions across multiple channels throughout the customer's association with your business. Activity Management is a new capability in the Australia release.
What's new
- AI sales activity association
- Automatically associate inbound sales emails with the correct lead, opportunity, account, or contact using AI-based intent detection and semantic matching. When the agent identifies a confident match, it auto-associates the email to the CRM record so sales representatives see emails already linked in the record's Activity stream.
June 2026
ServiceNow® Activity Management helps customer-focused teams to plan, execute, capture, and track customer interactions across multiple channels throughout the customer's association with your business. Activity Management is a new capability in the Australia release.
What's new
- Automatic record matching for emails in a thread
- Skip the record lookup when associating emails from the email thread. After you associate an email from a thread with a CRM entity, the add-in links any other email you select from the thread to the same CRM record. You stay in control of which emails are captured in the CRM by selecting an email and launching the ServiceNow CRM for Outlook Add-in.
What's changed
- Correct identification of sent emails
- Distinguish sent emails from received emails in your CRM activity history. Sent emails associated through the ServiceNow CRM for Outlook add-in now appear correctly classified as sent in the associated record's Emails tab. Previously, all emails associated through the add-in classified as received in the CRM workspace. When you create a new lead or contact from a sent email, the form now pre-populates with the recipient's details instead of your own.
- Tab visibility follows write permissions
- Show the Accounts, Contacts, Leads, and Opportunities tabs in the ServiceNow CRM for Outlook add-in based on a user's write permission for the underlying entity table rather than fixed role assignment.
- Session timeout recovery
- Return to the ServiceNow CRM for Outlook add-in home page after re-authenticating when your session times out. The add-in opens its own sign-in form and brings you back to the home page on successful authentication, instead of redirecting you to the ServiceNow platform home page as in previous releases.
- Pre-applied filters on entity tabs
- Find relevant CRM records faster when associating an email. Each entity tab in the ServiceNow CRM for Outlook add-in pre-applies filters based on the email's sender or recipient name and domain, so you see only the records most likely to match instead of every record in the table.
Australia General Availability
ServiceNow® Activity Management helps customer-focused teams to plan, execute, capture, and track customer interactions across multiple channels throughout the customer's association with your business. Activity Management is a new capability in the Australia release.
What's new
- Centralize customer communications for the entire team
- Make email‑based customer interactions visible to account, lead, or opportunity teams by associating emails with the ServiceNow CRM records instead of them being isolated in your personal inbox.
What's changed
- Account and Contact field auto-population
- Reduce manual data entry when creating touchpoints by automatically populating the Account and Contact fields when you select an Associated Entity and Associated Record of type Contact, Account, Lead, or Opportunity. Associated Entity and Associated Record fields become read-only after the touchpoint record is created.
Australia
ServiceNow® Activity Management helps customer-focused teams to plan, execute, capture, and track customer interactions across multiple channels throughout the customer's association with your business. Activity Management is a new capability in the Australia release.
What's new
- Touchpoints on CRM entities
- Capture and track engagement activities for prospects and customers across communication channels such as email, phone, virtual meeting, in-person meetings, and social interactions by creating touchpoint records. Associate touchpoints with leads, opportunities, accounts, and contacts to maintain a complete engagement history.
- Custom touchpoint types
- Define custom touchpoint types in addition to the default types of discovery, demo, and customer business review (CBR), and so on to match your organization's specific engagement processes.
- Activity capture and tracking
- Capture emails, calls, meetings, and tasks within touchpoints such as discovery, demo, business value assessment, or CBRs in a single system of record. Track metrics such as primary channel and time spent for every interaction, providing leadership with visibility into the activity volume per sales representative.
- Associate an email with an existing CRM record
- Associate customer emails to the correct ServiceNow CRM record without leaving Microsoft Outlook. Manually search and associate emails with leads, opportunities, accounts, or contacts, so that engagement context is captured immediately and remains available for future correspondence and follow‑up.
- Create leads and contacts from email
- Create a lead or contact directly from an email when no matching CRM record exists, and automatically attach the originating email to the newly created record to preserve engagement history.
Plugin information
- New plugins
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The following plugins are new in Australia:
- AI sales activity association (com.sn_act_assoc_agent): Automatically associates inbound sales emails with the correct CRM record using AI-based intent detection and semantic matching, reducing manual association effort for sales representatives.
- CRM Outlook Add-in (com.sn_crm_outlook): Enables sales agents to associate emails and create CRM records directly from Microsoft Outlook.
- CRM Touchpoints (com.sn_crm_touchpoint): Enables sales and service teams to capture, track, and act on various touchpoints and activities throughout the customer's association with your business.