Configuring Activity Management

Install and configure the necessary plugins for enabling Activity Management features.

Important:

To use personal email mailbox in Activity Management, you must install the User Mailbox Integration plugin (com.glide.email.user_mailbox.integration) on your ServiceNow instance. For setup instructions, see Personal corporate mailbox.

The Omnichannel Callback for Customer Service Management (com.sn_omnichannel_callback) application must be installed with CRM Touchpoints to enable the click-to-call feature so agents can call customers from the touchpoint record.

Configuring CRM Touchpoints

Install and configure the CRM Touchpoints application. It provides a unified system for capturing and tracking customer engagements for your sales and service teams while providing leadership with visibility into representative activity and engagement effectiveness.

1. Install CRM Touchpoints

   You can install the CRM Touchpoints application (com.sn_crm_touchpoint) if you have the admin role.

2. Create custom touchpoint types

   Create touchpoint types tailored to your sales organization's workflow to capture activities beyond the standard Discovery, Demo, and CBR types.

Configuring CRM Outlook Add-in

Install and configure the CRM Outlook Add-in application to make the ServiceNow CRM for Outlook add-in available to your users.

1. Install CRM Outlook Add-in

   You can install the CRM Outlook Add-in application (com.sn_crm_outlook) if you have the admin role.

2. Configure CRM access from Microsoft Outlook

   Download and install the ServiceNow CRM for Outlook add-in to access and manage CRM records directly from your Outlook inbox, eliminating the need to switch between applications.

3. Configure email promotion rules for Activity Management

   Configure email promotion rules to automatically process staged emails for manual association through the ServiceNow CRM for Outlook add-in or to trigger AI-powered auto-association with existing sales entities.

Configuring AI sales activity association

Install and configure the AI sales activity association application to automatically link sales-related emails to existing CRM entities such as Lead, Opportunity, Account, or Contact.

Note: Installing AI sales activity association also installs CRM Outlook Add-in as a dependency. This is useful when a sales representative wants to manually associate an email to a CRM entity which the agentic workflow missed or ignored for reasons such as missing CRM entity or lower confidence score.

1. Install AI sales activity association

   You can install the AI sales activity association application (com.sn_act_assoc_agent) if you have the admin role.

2. Personal corporate mailbox

   Install and configure the User Mailbox Integration plugin (com.glide.email.user_mailbox.integration) so that emails from sales representative's personal mailbox can be imported into the Staged Email [sys_email_staging] table.

3. Configure email promotion rules for Activity Management

   Configure email promotion rules to automatically process staged emails for manual association through the ServiceNow CRM for Outlook add-in or to trigger AI-powered auto-association with existing sales entities.

Related topics

Using Activity Management

Activity Management

Activity Management reference