Sales CRM
concept australia Updated Sep 10, 2026 1 min read crm-about-som-in-crm.md
Sales CRM is the part of the CRM solution that manages the commercial side of the customer relationship, from initial opportunity through to a fulfilled order and ongoing contract.
Role of Sales CRM in CRM
Sales CRM closes the gap between sales, fulfillment, and service by bringing them onto the same platform. A service agent handling a billing dispute can see the original order and its history. A fulfillment team responding to a change request can act without waiting for information to be passed manually. When a customer's contract approaches renewal, the sales team is notified automatically.
Sales CRM manages the lead-to-cash lifecycle through applications covering lead and opportunity management, CPQ, order capture, order fulfillment and operations, and post-sales contract management.
Sales CRM across the CRM portfolio
| Connection | Sales CRM role | CSM / FSM role |
|---|---|---|
| Order case management | Creates order cases when issues arise with an order, such as quantity changes, delivery updates, or billing discrepancies. | CSM provides the case management framework that Sales CRM extends for order-related issues. Service agents handle order cases in CRM Workspace. |
| Shared customer data | Order, contract, and entitlement data created in Sales CRM is available to service agents without manual synchronization. | CSM maintains the shared customer data model. Agents can see what the customer has ordered and what they are entitled to. |
| Field service fulfillment | Triggers work order creation in FSM for order types that require on-site installation or configuration. | FSM receives work orders from Sales CRM fulfillment workflows and dispatches technicians to complete the required on-site tasks. |
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--- title: Sales CRM description: Sales CRM is the part of the CRM solution that manages the commercial side of the customer relationship, from initial opportunity through to a fulfilled order and ongoing contract. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/customer-relationship-management/crm-about-som-in-crm.html release: australia topic_type: concept last_updated: "2026-09-10" reading_time_minutes: 1 breadcrumb: [About CRM, Customer Relationship Management] --- # Sales CRM Sales CRM is the part of the CRM solution that manages the commercial side of the customer relationship, from initial opportunity through to a fulfilled order and ongoing contract. ## Role of Sales CRM in CRM Sales CRM closes the gap between sales, fulfillment, and service by bringing them onto the same platform. A service agent handling a billing dispute can see the original order and its history. A fulfillment team responding to a change request can act without waiting for information to be passed manually. When a customer's contract approaches renewal, the sales team is notified automatically. Sales CRM manages the lead-to-cash lifecycle through applications covering lead and opportunity management, CPQ, order capture, order fulfillment and operations, and post-sales contract management. ## Sales CRM across the CRM portfolio |Connection|Sales CRM role|CSM / FSM role| |----------|--------------|--------------| |Order case management|Creates order cases when issues arise with an order, such as quantity changes, delivery updates, or billing discrepancies.|CSM provides the case management framework that Sales CRM extends for order-related issues. Service agents handle order cases in CRM Workspace.| |Shared customer data|Order, contract, and entitlement data created in Sales CRM is available to service agents without manual synchronization.|CSM maintains the shared customer data model. Agents can see what the customer has ordered and what they are entitled to.| |Field service fulfillment|Triggers work order creation in FSM for order types that require on-site installation or configuration.|FSM receives work orders from Sales CRM fulfillment workflows and dispatches technicians to complete the required on-site tasks.|
| title | Sales CRM |
| description | Sales CRM is the part of the CRM solution that manages the commercial side of the customer relationship, from initial opportunity through to a fulfilled order and ongoing contract. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/customer-relationship-management/crm-about-som-in-crm.html |
| release | australia |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 1 |
| breadcrumb | About CRMCustomer Relationship Management |