Create a touchpoint from a lead

  • Release version: Australia
  • Updated June 11, 2026
  • 1 minute to read

    • Create a touchpoint to log a customer interaction directly from a lead record.

    Before you begin

    • The CRM Touchpoints plugin (sn_crm_touchpoint) must be installed.
    • The lead must be in a non-closed state. You can't create touchpoints for leads in a Qualified or Disqualified stage.

    Role required: sn_crm_touchpoint.admin or sn_crm_touchpoint.touchpoint_writer

    About this task

    Touchpoints are interaction records that you associate with a specific lead. When you create a touchpoint from the lead, the system automatically links the touchpoint to that lead and populates customer context from the lead record.

    Procedure

    1. In the CSM Configurable Workspace, select the List view.
    2. Navigate to Leads > All and open the lead record.
    3. In the lead header, select Create > Touchpoint.
      Note:
      The Create button is only visible when you have permission to create CRM Touchpoints and the lead is in a non-closed state.
    4. In the touchpoint form, complete the required fields.

      The following fields are automatically set and can't be edited:

      • Associated entity: set to Lead
      • Associated record: set to the lead number
      • Category: set to Pre-Sales
      • Owner: set to the user creating the touchpoint
      • Account: set from the lead account if available, and read-only
      • Contact: set from the lead contact if available, and read-only

      If the lead account or contact changes, the system updates the account and contact on all non-closed touchpoints associated with that lead.

    5. Select Save.

    Result

    The touchpoint is created and linked to the lead. It appears in the Touchpoints tab of the lead record.

    What to do next

    To view all touchpoints for the lead, select the Touchpoints tab.