Create a CRM touchpoint

task australia Updated Sep 10, 2026 2 min read create-crm-touchpoint.md

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 support timely follow-ups.

Before you begin

Role required: sn_crm_touchpoint.touchpoint_writer

Procedure

Navigate to Workspaces > CRM Workspace.
Select the List icon [Omitted image "list-outline-24.svg"] Alt text:.
Navigate to Touchpoints > All Touchpoints.
Select New.
On the Create New CRM Touchpoint form, fill in the fields.

For a description of the field values, see Create new CRM touchpoint form.
Select Save.

What to do next

After creating a CRM touchpoint, you can plan and track the following pre-engagement activities from the touchpoint record:

Schedule a meeting with the customer or internal stakeholders to align on discovery goals or next steps. For more information, see Schedule a meeting from a touchpoint.
Schedule a call to follow up on commitments made during a previous interaction or to prepare for upcoming customer engagement. For more information, see Schedule a call from a touchpoint.
Compose and send an email to share information, confirm meeting details, or follow up after a call. For more information, see Send an email from a touchpoint.
Create a related task to capture preparation work such as researching customer background, identifying stakeholders, or tracking commitments before closing the touchpoint. For more information, see Create a related task from a touchpoint.

Parent Topic:Using Activity Management

Related topics

Configuring Activity Management

Activity Management

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---
title: Create a CRM touchpoint
description: 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 support timely follow-ups.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/order-management/create-crm-touchpoint.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Activity Management, Sales automation apps, Use, Sales Customer Relationship Management]
---

# Create a CRM touchpoint

## Before you begin

Role required: sn\_crm\_touchpoint.touchpoint\_writer

## Procedure

1. Navigate to **Workspaces** &gt; **CRM Workspace**.

2. Select the List icon \[Omitted image "list-outline-24.svg"\] Alt text:.

3. Navigate to **Touchpoints** &gt; **All Touchpoints**.

4. Select **New**.

5. On the Create New CRM Touchpoint form, fill in the fields.

For a description of the field values, see [Create new CRM touchpoint form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/create-crm-touchpoint-form.md).

6. Select **Save**.

## What to do next

After creating a CRM touchpoint, you can plan and track the following pre-engagement activities from the touchpoint record:

- Schedule a meeting with the customer or internal stakeholders to align on discovery goals or next steps. For more information, see [Schedule a meeting from a touchpoint](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/schedule-meeting-touchpoint.md).
- Schedule a call to follow up on commitments made during a previous interaction or to prepare for upcoming customer engagement. For more information, see [Schedule a call from a touchpoint](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/schedule-call-crm-touchpoint.md).
- Compose and send an email to share information, confirm meeting details, or follow up after a call. For more information, see [Send an email from a touchpoint](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/compose-send-emails-crm-touchpoint.md).
- Create a related task to capture preparation work such as researching customer background, identifying stakeholders, or tracking commitments before closing the touchpoint. For more information, see [Create a related task from a touchpoint](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/create-touchpoint-related-tasks.md).

**Parent Topic:**[Using Activity Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/using-activity-management.md)

**Related topics**

[Configuring Activity Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/configuring-activity-management.md)

[Activity Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/explore-activity-management.md)