Manage touchpoints on a lead
View, create, and delete touchpoints associated with a lead from the touchpoints related list.
Before you begin
The CRM Touchpoints plugin (sn_crm_touchpoint) must be installed.
Role required: sn_crm_touchpoint.admin or sn_crm_touchpoint.touchpoint_writer
About this task
The Touchpoints tab on a lead record displays all touchpoints associated with that lead. You can create new touchpoints or delete existing ones directly from this list.
Procedure
- In the CSM Configurable Workspace, select the List
view.
Navigate to Leads > All and open the lead record and select the Touchpoints tab.
The list displays all touchpoints associated with the lead.
To create a touchpoint, select New in the related list Or select Create Touchpoint from the Lead header.
Note:
- The New button is available when you have permission to create CRM Touchpoints.
- If the lead is in a Qualified or Disqualified stage, an error message appears when you attempt to save the new touchpoint.
- To delete one or more touchpoints, select the checkbox next to each touchpoint and then select Delete.
Note:
- The Delete button is available to users with touchpoint_admin permission and is only active when at least one touchpoint is selected.
- A confirmation prompt appears before the deletion completes. The selected touchpoints are removed from the lead.
Result
Changes are saved to the lead. The Touchpoints tab reflects the current state of all linked touchpoints.
- Create a touchpoint from a lead
Create a touchpoint to log a customer interaction directly from a lead record.
Parent Topic:Using Lead Management
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