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Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Create a sales opportunity

Create sales opportunities for services, products, or assets identified during field service visits using the ServiceNow Agent application.

Before you begin

Role required: wm_technician_sales_write

About this task

  • Technician driven sales with the Field Service (com.snc.fsm_technician_sales) plugin and the Opportunity Management store application (com.sn_l2c_oppty_mgmt) must be installed.
  • With the wm_technician_sales_write role, you can create opportunities before starting a task or while the task is in progress.

Procedure

  1. Open the ServiceNow Agent application.

  2. Create a sales opportunity.

FromDo this
My Work
  1. Tap My Work.
  2. In the My Tasks section, select the relevant work order task.
  3. Tap Overflow action
    Image omitted: more_actions1.png
    overflow action icon icon.</li>
  4. Tap Create opportunity.
My Work
  1. Tap My Work.
  2. In the My Tasks section, select the relevant work order task.
  3. In the Related tab, tap Create opportunity.
Sales
  1. Tap Sales.
  2. Tap Create opportunity.
When the **Create Opportunity** form appears, a few fields will be auto-populated.

  1. On the form, fill in the fields.

    FieldDescription
    Short DescriptionEnter a brief description of the opportunity.
    Work order taskWork order task number is auto-populated if the opportunity is based on the work order task. This field becomes optional to create an opportunity without a work order task.
    AccountEnter customer account reference.
    ContactEnter the customer contact reference.
    Sales cycle typeEnter the type of sales cycle (e.g., Newcust, Renew, Upsell). The default value is Upsell.
    StageEnter the stage of the opportunity (e.g., Qualify, Develop, Propose, Negotiate, Closed-Won, Closed-Lost). The default value is Qualify.
    RatingSet the rating (e.g., Hot for top rating). The default value is Hot.
    Calling allowedOption to allow calls. By default, the option is enabled.
    Email allowedOption to allow emails. By default, the option is enabled.
    Sharing allowedOption to allow share. By default, the option is enabled.

  2. Tap Submit.

    The opportunity is created and appears in the Sales tab. If associated with a work order task, it also appears in the Related tab.

  3. Add a product to the opportunity.

    1. Tap Add line on the created opportunity.

    2. In the Product offering field, select the product.

    3. In the Quantity field, enter the quantity.

    4. In the Unit of measure, select the unit.

    5. Tap Submit.

      The product line item is added to the opportunity.

Result

Tap the opportunity in the Related tab to view the details and Activity stream of the line items.