---
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: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Activity Management, Sales automation apps, Use, Sales Customer Relationship Management]
---

# Create a CRM touchpoint

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

1.  Navigate to **Workspaces** > **CSM/FSM Configurable Workspace**.

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

3.  Navigate to **Touchpoints** > **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)