Customer Relationship Management (CRM)

Overview

ServiceNow's move up the front office: beyond service (CSM) into sales and order fulfillment, unifying the customer lifecycle from lead to order to service on one platform. Closely tied to Order Management.

Modules in this family

Sales and Order Management — leads, opportunities, quotes, and orders (see Order Management)
CSM Case Management — the service side of the customer relationship

(CRM here is largely an umbrella over CSM plus the sales/order capabilities detailed under Order Management.)

This ServiceNow docs family is tracked for reference, but snflows hasn't mapped specific modules under it yet — the pointers above lead to where its capabilities are modeled. Explore the catalog or the map.

Official docs: Customer Relationship Management ↗