Create a touchpoint from an opportunity

task australia Updated Sep 10, 2026 1 min read create-touchpoint-opportunity.md

Create a touchpoint to log a customer interaction directly from an opportunity record.

Before you begin

The CRM Touchpoints plugin (sn_crm_touchpoint) must be installed.
The opportunity must be in a non-closed state. You can't create touchpoints for opportunities in a Closed-Won or Closed-Lost 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 opportunity. When you create a touchpoint from the opportunity, the system automatically links the touchpoint to that opportunity and populates customer context from the opportunity record.

Procedure

In the CRM Workspace, select the List [Omitted image "list-outline-24.svg"] Alt text: view.
In the Opportunity - All list, open the opportunity record.
In the opportunity header, select Create > Touchpoint.

Note: The Create button and the Touchpoint option are only visible when you have permission to create CRM Touchpoints. The button is hidden when the opportunity is in a closed state.
In the touchpoint form, complete the required fields.

The following fields are automatically set and can't be edited:
- Associated entity: set to Opportunity
- Associated record: set to the opportunity number
- Category: set to Sales
- Owner: set to the user creating the touchpoint If the opportunity is account-based, the system also sets Account from the opportunity. The Contact field is pre-populated from the opportunity contact if one exists, and remains editable.
Select Save.

Result

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

What to do next

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

Related topics

Create a touchpoint from a lead

Create new CRM touchpoint form

CRM Touchpoints

68 lines · 2.9 KB Wrap lines

---
title: Create a touchpoint from an opportunity
description: Create a touchpoint to log a customer interaction directly from an opportunity record.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/order-management/create-touchpoint-opportunity.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Manage touchpoints, Opportunity Management, Sales automation apps, Use, Sales Customer Relationship Management]
---

# Create a touchpoint from an opportunity

Create a touchpoint to log a customer interaction directly from an opportunity record.

## Before you begin

- The CRM Touchpoints plugin \(sn\_crm\_touchpoint\) must be installed.
- The opportunity must be in a non-closed state. You can't create touchpoints for opportunities in a Closed-Won or Closed-Lost stage.

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

## About this task

## Procedure

1. In the CRM Workspace, select the **List** \[Omitted image "list-outline-24.svg"\] Alt text: view.

2. In the **Opportunity - All** list, open the opportunity record.

3. In the opportunity header, select **Create** &gt; **Touchpoint**.

**Note:** The **Create** button and the Touchpoint option are only visible when you have permission to create CRM Touchpoints. The button is hidden when the opportunity is in a 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 Opportunity
- **Associated record**: set to the opportunity number
- **Category**: set to Sales
- **Owner**: set to the user creating the touchpoint
If the opportunity is account-based, the system also sets **Account** from the opportunity. The **Contact** field is pre-populated from the opportunity contact if one exists, and remains editable.

5. Select **Save**.

## Result

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

## What to do next

To view all touchpoints for the opportunity, select the **Touchpoints** tab.

**Related topics**

[Create a touchpoint from a lead](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/create-touchpoint-lead.md)

[Create new CRM touchpoint form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/create-crm-touchpoint-form.md)

[CRM Touchpoints](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/explore-crm-touchpoints.md)