---
sourceDocument: Australia Sales and Order Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/order-management

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Sales and Order Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Create a CRM touchpoint

# Create a CRM touchpoint {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

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 drive timely
follow-ups.

## Vorbereitungen

Role required: sn_crm_touchpoint.touchpoint_writer

## Warum und wann dieser Vorgang ausgeführt wird

Use CRM touchpoints to plan, track, and capture customer interactions across the sales cycle. A touchpoint acts as a single container for all activities related to a specific customer engagement such as discovery preparation,
stakeholder alignment, or post-meeting follow-ups so that nothing gets lost across disconnected tools or personal to-do lists. Link touchpoints to accounts, contacts, leads, and opportunities to preserve customer context and
enable visibility into interaction history. Create a touchpoint whenever you are preparing for or executing a structured customer engagement such as discovery or demo that requires multiple coordinated activities.

## Prozedur

1. Navigate to WorkspacesCSM/FSM Configurable Workspace.
2. Select the List icon .
3. Navigate to TouchpointsAll 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](https://servicenow-prod.fluidtopics.net/VDQiI2E_12g~TndjulNd7w "Field descriptions for the Create New CRM Touchpoint form.").
6. Select Save.
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## Nächste Maßnahme

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](https://servicenow-prod.fluidtopics.net/2MW~zo5Px741kRkHmPw_Qg "Schedule meetings with leads, opportunities, and accounts directly from the touchpoint record. Align internal and external stakeholders, avoid scheduling conflicts, and build a timeline view of customer interactions for risk analysis and planning future actions.").
* 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](https://servicenow-prod.fluidtopics.net/n01oByXgxBrGvNPv2b_Nfg "Plan and track customer calls to stay on top of follow-ups and outreach.").
* 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](https://servicenow-prod.fluidtopics.net/k2xU5LXOeLdpYMLNgJtLOw "Send emails to customers and stakeholders without leaving the workspace. Emails are stored in the CRM system so other agents, managers, and customer success managers have full context about interactions with the customer or account.").
* 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](https://servicenow-prod.fluidtopics.net/WucyQzoOFUrCrVRoK7VtRA "Create tasks directly from a touchpoint record to assign follow-up actions, track deliverable, and keep opportunities moving forward. Tasks are automatically linked to the touchpoint so all related activity stays connected.").
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