---
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


---

# Activity Management

# Using Activity Management {#ariaid-title1}

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

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 {#using-activity-management__cf-using-parent-workflow}

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.
* **[Create a CRM touchpoint](https://servicenow-prod.fluidtopics.net/qUjqP5oOO1ILkNLiGpV7BA)**   
  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.
* **[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 from a touchpoint](https://servicenow-prod.fluidtopics.net/n01oByXgxBrGvNPv2b_Nfg)**   
  Plan and track customer calls to stay on top of follow-ups and outreach.
* **[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 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.
* **[Schedule an appointment from a touchpoint](https://servicenow-prod.fluidtopics.net/v8FXwVyUOQYl8hPUzZniiQ)**   
  Schedule appointments with customers and stakeholders directly from a touchpoint record to coordinate in-person or virtual engagements and keep the entire account team informed.
* **[Associate an email with an existing CRM record](https://servicenow-prod.fluidtopics.net/Qp8ehGYKJN6IbAidt63N2w)**   
  Link an email to an existing lead, account, contact, or opportunity record directly from Microsoft Outlook. Associating emails with CRM records helps maintain a complete engagement history without switching between applications.
* **[Track emails linked from Microsoft Outlook](https://servicenow-prod.fluidtopics.net/oyz_o0jkh59wUcCysWVU5A)**   
  View emails that have been linked to CRM records using the Microsoft Outlook add-in from the Staged Email \[sys_email_staging\] table for auditing or troubleshooting.
* **[Create a CRM record from Microsoft Outlook](https://servicenow-prod.fluidtopics.net/VsbfyTwpwI99fDh1x0yyXQ)**   
  Create a new lead or contact record and associate an email to it directly from Microsoft Outlook, enabling you to capture new prospects without leaving your inbox.