Using Activity Management
Use Activity Management to log and track every customer interaction across the sales cycle. Create touchpoints to record meetings, calls, appointments, and emails, and use the Microsoft Outlook add-in to associate emails and create CRM records without leaving your inbox.
Overview of Activity Management
Use Activity Management to build a complete, up-to-date record of customer engagement. Create touchpoints to capture interactions and schedule follow-up actions, and connect your inbox to CRM records using the Microsoft Outlook add-in so that no engagement detail is lost between applications.
When prospecting, log calls and emails as touchpoints to build an early interaction history before an opportunity is created. During active deals, schedule meetings and appointments directly from touchpoint records to coordinate stakeholders and maintain a clear timeline of engagements. Create related tasks at any point in the deal to assign and track action items linked to a CRM entity, such as sending a proposal, following up on a demo, or completing a legal review. When a deal closes, capture the outcome directly in the touchpoint record to document what was agreed and provide a complete engagement history for post-sale handoffs. If your team works in Microsoft Outlook, use the ServiceNow CRM for Outlook add-in to associate inbound emails and create new leads and contacts without switching applications, keeping your CRM data current with minimal manual effort.