Using Sales CRM for Telecommunications applications
As agents and managers, you use the CSM Configurable Workspace to complete various tasks when using the Sales CRM for Telecommunications applications.
From the workspace you can access product catalogs to see the product offerings available in your organization and select them for Sales CRM for Telecommunications transactions.
To learn about how to use Sales CRM for Telecommunications applications, see the following:
| Applications | Description |
|---|---|
| Methods of creating orders in Sales Customer Relationship Management | Orders can be created by agents, customers, or using APIs in ServiceNow Order Management. Irrespective of where or how you create orders, all orders can be managed, tracked, and fulfilled using Order Management. |
| Approving and fulfilling customer (product) orders | Learn how your organization can use the Order Management application to fulfill customer orders. |
| Create outbound requests for service orders | As a provider, create an outbound request for the service orders. You can interact with the external Service Order Management (SOM) or Technical Order Management (TOM) systems to manage the end-to-end order fulfillment process. |
| Service qualification requests | Use the Technical Service Qualification API to evaluate a service request for feasibility and availability before you submit an order for fulfillment in the Order Management application. |
| Creating, reviewing, approving, and fulfilling service orders | Service Order Management (SOM) is a domain of order management that is responsible for the end-to-end life cycle of service requests. Learn how service orders are captured Order Management, and how your fulfillment managers and agents review, orchestrate, and fulfill them. |
| Creating orders for services, service changes, or disconnects | With Order Capture, your service agents can directly enter multi-site service orders with one or more services on behalf of your customers. They can also manually create service change requests and disconnect orders in the ServiceNow AI Platform. Order Capture is supported in the San Diego release and later releases. |
| Reviewing service orders for fulfillment | Learn how your order fulfillment manager can review service orders for fulfillment by using the Order Management application. With this application, you can make sure that your service orders are fulfilled correctly. |
| Approving and fulfilling service orders | Learn how your organization can perform post-approval service order fulfillment. By using this application, you can confirm that your service orders are fulfilled correctly. |