Configuring Activity Management

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • Install and configure the necessary plugins for enabling Activity Management features.

    Hinweis:

    To use email capabilities in Activity Management, you must install the User Mailbox Integration plugin (com.glide.email.user_mailbox.integration) on your ServiceNow instance. For setup instructions, see Personal corporate mailbox.

    You must also install the Omnichannel Callback for Customer Service Management (com.sn_omnichannel_callback) application to enable the click-to-call feature, so agents can call customers from the touchpoint record

    Configuring CRM Touchpoints

    Install and configure the CRM Touchpoints application to give your sales and service teams a unified system for capturing and tracking customer engagements, while providing leadership with visibility into rep activity and engagement effectiveness.

    1. Install CRM Touchpoints

      You can install the CRM Touchpoints application (com.sn_crm_touchpoint) if you have the admin role.

    2. Create custom touchpoint types

      Create touchpoint types tailored to your sales organization's workflow to capture activities beyond the standard Discovery, Demo, and CBR types.

    Configuring CRM Outlook Add-in

    Install and configure the CRM Outlook Add-in application to make the ServiceNow CRM for Outlook add-in available to your users.

    1. Install CRM Outlook Add-in

      You can install the CRM Outlook Add-in application (com.sn_crm_outlook) if you have the admin role.

    2. Configure CRM access from Microsoft Outlook

      Download and install the ServiceNow CRM for Outlook add-in to access and manage CRM records directly from your Outlook inbox, eliminating the need to switch between applications.

    3. (Optional) Setting up automatic capture of emails in ServiceNow CRM using redirect rules

      Automate the process of capturing CRM-relevant emails by configuring redirecting rules in your email client, so emails can be logged in the CRM without manual associations from the Outlook add-in by the agent.