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
Navigate to Workspaces > CSM/FSM Configurable Workspace.
Select the List icon
Image omitted: list-outline-24.svg
.
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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
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