Configuring Sales Customer Relationship Management applications

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Set up the Sales Customer Relationship Management (Sales CRM) applications so that your agents can work on various stages of the product sales life cycle, such as sales opportunities, quotes, order capture and fulfillment, contracts and entitlements, and also the basic product catalog and pricing features used by each application.

    Configuring the Sales Customer Relationship Management applications includes several basic tasks:
    • Installing the Sales CRM applications that you want to use from the ServiceNow® Store.
    • Assigning roles to your users of the SOM applications that you install.

    Installing and configuring Sales CRM applications

    As a user with the admin role, complete the following main configuration tasks to set up your Sales CRM applications.

    Table 1. SOM configuration tasks
    Configuration task Description
    Install and configure the Opportunity Management application Install the Opportunity Management application from the ServiceNow Store store. This application enables your sales agents and account executives to create and manage opportunities that identify and track potential sales based on identified customer needs.
    Install and configure Quote Management Install the Quote Management application from the ServiceNow Store store. It enables your sales agents to generate sales quotes for products or services that a customer wants to buy.
    Install and configure the Order Management application Install the Order Management application from the ServiceNow Store. This application enables your agents to capture, manage, and fulfill orders from enterprise customers.
    Note:
    If you have a Telecommunications Service Management subscription, install the Order Management for Telecommunications, Media, and Technology application from the store. This application includes the Order Management application and also the ServiceNow implementations of the TMF APIs for telecommunications products.
    Configuring the Business Portal Admins can configure the Business Portal (sn_b2b_portal) so that customer can browse products and create orders in Sales Customer Relationship Management.
    Configuring Lead-to-Cash Process Management Admins can install the Lead-to-Cash Process Management application and Business object writers set up business object groups and relationships so that sales process managers can create and monitor sales process records.
    Configuring Customer Engagement Sequences Install and configure Customer Engagement Sequences so that the sales representatives can receive predefined sequence steps for interacting with prospects and customers.
    Assign user roles in Sales and Order Management Review and assign roles to users of the SOM applications that you install.