Sales Customer Relationship Management -- Learn how you can use the ServiceNow Sales Customer Relationship Management (Sales CRM) applications to manage the product sales life cycle in your organization. Your agents can use these applications to generate pre-sales leads and opportunities, provide sales quotes, capture and fulfill orders, work with contracts and entitlements, and manage the customer order workflow for changes.
Explore -- Whether you're starting or expanding a Sales Customer Relationship Management (Sales CRM) implementation, learn more about its available applications and workflows for pre-sales engagement, order capture and fulfillment, order to cash operations, and post-sales activities in your organization.
Lead and opportunity management -- ServiceNow lead and opportunity management applications support your sales life cycle from capturing leads to forecasting revenue. Explore each module to streamline engagement, optimize territory coverage, and drive conversion.
Lead Management -- The Lead Management application enables your sales agents and sales development representatives to create leads and nurture them into opportunities.
Customer Engagement Sequences -- Customer Engagement Sequences is a playbook that consists of a series of automated and manual activities that can be set up to engage with leads and customers at every stage of their relationship with your business through various channels.
Buying Group -- Buying Group represents the customer stakeholders within an account involved in a purchase decision for a product offering family, supporting multiple roles and persisting before, during, and after an opportunity.
Opportunity Management -- The ServiceNow Opportunity Management application enables your sales agents and account executives to analyze customer needs and generate product recommendations for potential customers.
Guided selling -- Guided selling on opportunities enforces process compliance and consolidates deal-related actions into a unified workspace so that sales agents can advance opportunities through each stage with confidence.
Sales Forecasting -- Project your future sales and revenue based on data from opportunities, historical performance, and pipeline analysis using Sales Forecasting. With this application, sales managers can allocate resources effectively, receive constructive feedback, and forecast sales with precision to make informed decisions.
Terminologies -- Use the following list of terms to gain an understanding of Sales Forecasting concepts, components, and configuration.
Sales Territory Management -- Sales territory management enables you to structure and optimize the sales efforts of your organization based on territories. It focuses on dividing CRM entities, such as accounts, leads, opportunities, and consumers, into manageable segments (geographical, product, or industry-based) to promote efficient coverage and accountability.
Activity Management -- Activity Management helps customer-focused teams plan, execute, capture, and track customer interactions across multiple channels throughout the customer life cycle. These interactions include emails, meetings, calls, and key customer touchpoints such as discovery, product demos.
CRM Touchpoints -- CRM Touchpoints helps sales and service teams capture, track, and act on customer engagements throughout the customer's association with your organization.
CRM Outlook Add-in -- The CRM Outlook Add-in helps sales teams capture email interactions into ServiceNow CRM directly from Microsoft Outlook.
AI sales activity association -- AI sales activity association automatically connects incoming and outgoing emails to the correct CRM records using semantic search and agentic AI. Learn how the application works, its benefits, and common use cases for automating email association in your Sales CRM instance.
Configure, price, quote -- Explore tools that support the configuration, pricing, and quoting of sales offerings.
ServiceNow CPQ Configurator - Advanced -- The ServiceNow CPQ Configurator interface streamlines the process of configuring and pricing customizable products that are added to Sales Customer Relationship Management transactions.
Buyside user interface -- The configurator buyside user interface is a modern, intuitive platform designed to simplify the configuration of complex products and services. Integrated with Salesforce CPQ and other enterprise systems, it enables users to create, manage, and visualize detailed product configurations, ensuring accuracy and efficiency throughout the sales and fulfillment process.
Configurable products -- Learn how configurable products connect blueprints to end-user configuration experiences in ServiceNow CPQ, supporting both headless and Salesforce-integrated use cases.
Blueprints -- Learn how blueprints define the structure of configuration experiences in ServiceNow CPQ and act as containers for fields, rules, layouts, and configurable products.
Fields -- Learn how fields provide the foundational data model for ServiceNow CPQ configurations—what they are, how they relate to blueprints, rules, and layouts, and how to choose the right type and display for reliable, reusable experiences.
Matrix Loader -- Learn how the Matrix Loader accelerates configuration management by simplifying large-scale data creation, updates, and migrations across your ServiceNow CPQ environments.
Sets -- Learn how sets organize repeatable field groups, simplify complex configurations, and enable data aggregation across repeated elements in ServiceNow CPQ.
Layouts -- Layouts define how the configuration experience looks and feels for your users. They control where fields appear, how steps are grouped, and how the product list (shopping cart) is presented—turning a blueprint’s logic and data into an intuitive, guided UI in ServiceNow CPQ.
Product pickers -- Learn how to create and configure product pickers to add products to a bill of materials (BOM) without writing rules. Define product options, subfields, aggregates, and display settings to enhance user interactions, automate data mapping, and present product information directly in layouts.
Picklist extensions -- Picklist extensions enhance standard picklists by displaying additional option details, enabling automatic filtering, and supporting implicit product rules. Use them to simplify configuration logic and present richer, more informative option selections to users.
Rules -- Learn how to create and manage rules to deliver dynamic configuration experiences. Define conditions and actions to show or hide fields, display messages, calculate values, and generate bills of material (BOMs). Explore rule types, including visibility, message, inclusion, exclusion, determination, and product actions, to efficiently build intelligent, responsive configurations.
The ServiceNow CPQ Configurator -- The ServiceNow CPQ Configurator is an advanced commerce logic solution that allows businesses to configure and sell products more effectively. Unlike traditional product-based systems, ServiceNow CPQ uses an attribute-based configuration model. This ensures that users are guided through selections, rules are enforced automatically, and only valid outcomes are generated.
Transaction Converse -- With Transaction Converse, you can use natural language to manage line items in transactions and quotes. Add, update, and delete items quickly and intuitively with conversational commands, even in complex transactions with many line items.
Solution configurations -- Solution configurations let you link multiple blueprints together so buyers complete related product configurations in a single, connected session.
Field mapping in solution configuration -- Field mapping defines how field values pass from a parent blueprint to a child blueprint when a solution configuration session is running.
Bill of Materials in solution configuration -- The solution bill of materials consolidates products from all configurations in a session, including child and grandchild configurations.
Navigation and layout -- The solution navigation sidebar and layout settings control how buyers move between configurations in a solution session.
Config Converse -- With Config Converse, you can use natural language to create simple or complex configurations.
Scripts -- Learn how scripting extends ServiceNow CPQ beyond simple rules—understand where scripts run, what they return, and how to use them to model advanced configuration logic safely and efficiently.
IP allow-listing update -- To better support our growing needs and increase capacity, we have expanded the pool of outbound addresses used for requests from ServiceNow CPQ.
Utilities -- Access utilities including deployments, user access, and admin API keys to manage and customize ServiceNow CPQ.
Cosmo Admin Assist -- Cosmo Admin Assist delivers conversational, AI-powered guidance to help admins quickly find answers and general guidelines. Using Retrieval-Augmented Generation (RAG) and ServiceNow knowledge articles, it provides context-aware, actionable support directly in the CPQ Admin interface.
Cosmo SmartPredict -- Cosmo SmartPredict delivers AI-powered, in-context recommendations during configuration, helping users make informed decisions. It learns from live or uploaded data to generate accurate suggestions, improving configuration speed and consistency across blueprints. For clarity, suggestions are labeled Good, Better, or Best.
ServiceNow CPQ Configurator - Basic -- The product configurator is a user interface that is embedded in various Sales Customer Relationship Management applications, such as the Opportunity, Quote, and Order Management applications, enabling agents to configure complex products or services dynamically according to customer requirements.
Quote Experience in ServiceNow CPQ -- ServiceNow CPQ provides a unified Quote Experience for creating, pricing, approving, and completing quotes. The experience works wherever your sales teams operate, maintaining consistent workflows, pricing logic, and governance.
Integration with Contract Management Pro -- The Quote Management integration with Contract Management Pro is known as Contract Management for Sales CRM (com.sn_som_clm).
Pricing Management -- The Pricing Management application enables your organization to set, manage, and optimize pricing strategies for any Sales Customer Relationship Management solution. These pricing strategies enable your sales team to generate opportunities, quotes, and orders with accurate and competitive pricing quickly.
Advanced Approval Management -- The Advanced Approval Management application enables you to define workflows for approving Sales Customer Relationship Management entities, such as customer quotes, in your sales organization.
Advanced Approval Management AI -- The ServiceNow Advanced Approval Management AI application brings quote approval capabilities to Model Context Protocol (MCP)-compatible clients. Advanced approval users can manage quote approvals using natural language requests in an MCP client, without opening a ServiceNow instance.
Customer Contracts and Entitlements -- The Customer Contracts and Entitlements application for Customer Service Management (CSM) provides solution to standardize, organize, manage, and use customer contracts and entitlements.
Sales Agreement Management -- Sales Agreement Management is an application that captures the scope and conditions from a quote for future sales transactions, over a specified period between a buyer and a seller.
Order management -- The Order Management application streamlines the order life cycle from capture to fulfillment. It automates decomposition, enrichment, and orchestration workflows, empowering users to accelerate delivery, reduce fallouts, and manage complex orders efficiently through a unified workspace and customer portal.
Jeopardy Management -- Jeopardy Management is a risk assessment tool that monitors fulfillment tasks, assesses the risk level, and alerts fulfillment managers when the assigned task time is in jeopardy.
Order operations -- Explore tools that help manage exceptions, returns, and process visibility across the order life cycle.
Lead-to-Cash Process Management -- The ServiceNow Lead-to-Cash Process Management application empowers sales teams by providing a consolidated view of all critical sales data and activities.
Return Merchandise Authorization -- Return Merchandise Authorization (RMA) enables the return, replacement, and repair for install base items. It offers simplified processes, decreased turnaround time, and a unified workflow.
Return Merchandise Authorization case end-to-end workflow -- The Return Merchandise Authorization (RMA) end-to-end process is structured into a four-stage playbook that provides structured guidance and oversight throughout each phase. The RMA case workflow initiates when a customer logs an issue for their products.
Post-sales engagement -- ServiceNow post-sales engagement applications support adoption and post-sales workflows.
Partner Relationship Management -- Learn how Partner Relationship Management gives enterprises and channel partners a shared platform to manage the partner sales lifecycle, from deal registration through order fulfillment.
Deal Registration -- Install the Deal Registration Management plugin (com.snc.deal_registration_management) to enable channel partners to create a structured and organized process to identify and manage a customer's interest in the enterprise's products.
PRM roles and components -- The Partner Relationship Management application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between enterprises and channel partners.
Lead-to-cash foundation -- Lead-to-cash foundation applications enable you to manage the end-to-end commercial life cycle from product setup to core transaction flows.
Product Catalog Management -- Product Catalog Management enables your organization to manage your product offerings by grouping them into catalogs and categories, which streamlines the ordering process and helps manage leads, opportunities, quotes, and orders in Sales Customer Relationship Management.
Lead to Cash Core -- Create the Sales Customer Relationship Management workflows for a product and service through entity configurations and mappings. By creating this workflow, your organization can analyze lucrative business opportunities, customer leads, and the billing, support, and maintenance requirements after a sale is complete.
Self-service using Business Portal -- Support your business-to-business (B2B) customers by enabling self-service capabilities through the Business Portal to create and manage orders, invoices, and requests for quotes.
Configure -- Set up the Sales Customer Relationship Management (Sales CRM) applications so that your agents can work on various stages of the product sales life cycle, such as sales opportunities, quotes, order capture and fulfillment, contracts and entitlements, and also the basic product catalog and pricing features used by each application.
Lead-to-cash foundation apps -- Learn how to configure lead-to-cash foundation applications to establish a unified platform for Sales Customer Relationship Management entities such as managing leads, opportunities, quotes, and orders efficiently.
Configuring product offerings and catalogs -- Create product offerings and the associated product catalogs that can be used by Sales Customer Relationship Management agents for pre-sales activities, order capture, and post-sales engagement.
Create a product offering catalog -- Create a product catalog that lists the product offerings available to your customers. Catalogs are top-level entities in the catalog hierarchy. Catalogs have categories and categories can have sub-categories or product offers.
Create a product offering category -- Define a product offering category used to organize similar product offerings in a catalog. Product categories make it easier for agents to browse and navigate product offerings when creating opportunities, quotes, and orders.
Create a product offering family -- Create a product offering family for products with similar or common features that have multiple variations. You can apply common rules or attributes for product offerings at the product offering family level instead of applying them individually to each product offering.
Activate the display of product catalog visuals -- Turn on the display of product images shown in the product tiles of product catalogs by using the sn_prd_pm.show_product_visuals_on_catalog_ui system property.
Control cascading quantity values in child product offerings -- Control how the quantities for child line items in a product offering for an opportunity, quote, or order are calculated by using the sn_prd_pm.enable_cascade_quantity system property.
Create product offerings -- Create and publish a product offering in Sales Customer Relationship Management. Product offerings represent entities that are orderable from the provider of the catalog and includes pricing information. Once published, product offerings are available to agents as they create leads, opportunities, quotes, and orders and to customers placing orders.
Defining product characteristics and characteristic options -- As a product catalog admin, you create the characteristics and characteristic options for product offerings and specifications. Product characteristics are attributes that define and describe a product.
Create configurable offerings and blueprints -- Create a configurable product offering and generate an associated blueprint using the CPQ Configurator. A blueprint contains the product structure and includes product attributes, product relationships, product and pricing rules, and any child products for the offering. Blueprints drive the agent and customer experience for configuring customizable products with the CPQ Configurator.
Product visuals -- Add visuals to your product offering in Sales Customer Relationship Management to show what the product looks like in the product catalog.
Categories -- Use the Product Offering Categories tab to organize your products in groups in Sales Customer Relationship Management.
Create product offering relationships -- Create product relationships to bundle products and services together to make ordering more convenient. Product offering relationships drive the order capture experience by letting you group multiple product offerings into bundles. Bundles can also be added to other bundles in relationship groups.
Related contracts -- Add related contracts to your product offerings in the Sales Customer Relationship Management application.
Unit of measure -- Add a unit of measure (UOM) to a product offering in Sales Customer Relationship Management.
Version -- Create a version of a product offering when updates are needed to a published offering in Sales Customer Relationship Management.
Create product offering relationship groups -- Use relationship groups to organize child offer options or relationships into logical groups and set up cardinality rules at the group level in Sales Customer Relationship Management. Groups of product offerings then appear on the product configurator.
Defining transient products -- When you create product offerings and technical specifications, you can identify single-use products and services as transient, to differentiate them from persistent products. Examples of one-time use products include installation or consulting services.
Multiple configurations -- As a product catalog manager, when you define a configurable product offering, you can enable agents to add multiple configurations of a child product offering. When agents add multiple configurations, they can change the quantity for each configuration of the offering, define each configuration as a separate line item, and select the appropriate options and characteristics for each configuration.
Specifications and product offerings -- By creating and publishing versioned specifications and product offerings in a technical product catalog, your customers can order up-to-date versions of the products or services that they require. Your product catalog manager can create versions of the published specifications and product offerings with the required enhancements to support your customer's business, marketing, manufacturing, or operational changes.
Updating specification versions -- Enterprises frequently create and update new versions of product and service specifications. When these changes occur, it's important to update the existing product specification in ServiceNow. Failure to update the product specifications can lead to difficulties with MACD (Modify, Add, Change, Delete) operation when orders enter fulfillment.OM content revamp - Check with Judy if this and sub-topics are covered in configuring product catalog.
Configure update specification versions -- Configure specification version updates so that product specification versions can be updated to reflect changes and updates.
View upgrade inventory job status -- View the status of a specification upgrade job using the upgrade inventory Job status list form.
Product offer bundling with product specifications -- Product Catalog Management supports the bundling of product offers that have associated product specifications or specification hierarchies at any level of the bundle.
Product catalog hierarchy visualization -- As a product catalog admin or manager, you can view the complete hierarchy of a product offering and any associated specifications (product, service, and resource). Use these views to verify that all entities have been defined and associated correctly.
Minor changes to published offerings -- As a product catalog admin, you can make minor changes to certain fields in published versions of a product offering or specification, without creating another version. Minor changes include updates such as modifying the product offering display name, description, or product image.
Configuring product offer eligibility -- You can filter the product catalog, offering categories, and product offerings dynamically, to display only the appropriate catalog, categories, and offerings for which a customer is eligible. Your agents see this filtered product information when they're creating opportunities, quotes, and orders.
Create a rule entity filter -- Create a rule filter for the product entity to be used in a product eligibility matrix. The rule filter defines how the rule is applied, for example to a product catalog, category, or offering.
Product eligibility matrix -- Define product eligibility rules by using the Product Offering Catalog Eligibility, Product Offering Category Eligibility, or Product Offering Eligibility Matrix.
Use extension points in product eligibility -- Use extension points to call custom scripts from external sources that control product eligibility logic used in the Sales Customer Relationship Management (Sales CRM) applications.
Exporting and importing product catalog entities -- As a product catalog admin, you can both export and import product catalog entities between ServiceNow instances. For example, you can promote catalog entities from a non-production instance to a production instance. Each process involves a separate set of steps.
Add Code field values to catalog entities -- Add the Code field values for the main product catalog entities. The system uses this field as a way to identify catalog entities uniquely and to determine whether the Code field values for an export catalog entity are to be inserted or updated in the target instance.
Export -- Export product catalog entities as a JSON file and save the file to your local download directory so that it can be imported to another ServiceNow instance.
View export job status -- Check the status of an export job for product catalog or pricing entities to see if it's in progress or completed.
View import job status -- Check the status of an import job for product catalog or pricing entities.
Caching in Product Catalog Management -- The Product Catalog Management application uses caching to improve user interface performance when agents access product catalogs and product offerings through the product configurator.
Update a cache in Product Catalog Management -- Regenerate the cache associated with product offerings or product offering catalogs after changing the Unit of Measure in a product offering or category-related hierarchies in a product offering catalog.
Configuring needs analysis -- As a product catalog administrator, you can create needs templates, which are questionnaires that agents use to find product offers to add to a lead or opportunity. Questionnaires function as product selection guides. When agents complete a questionnaire based on customer input, they get product recommendations that they can add to a lead or opportunity.
Decision tree template -- Create a decision tree that defines the questions that agents answer to determine customer needs and get product recommendations.
Build a needs decision tree -- Define the decision tree question nodes, decision paths, and guidance for each decision path using Decision Tree Builder.
Configuring product offering recommendations -- As a product catalog admin or manager, you can create product offering recommendations that agents can use to upsell or cross-sell additional products in quotes.
Create a product offering recommendation -- Create product offering recommendations that can be used by your sales agents to upsell or cross-sell additional products in quotes.
AI Search for product catalog -- Configure and manage the implementation of AI Search in the product catalog for Sales Customer Relationship Management.
Run scheduled job to populate product offering categories -- After upgrading to the Zurich release and the Now Assist for Sales Force Automation (SFA) plugin is installed, run a scheduled job that generates the product offering categories for pre-existing product offerings in the product catalog with AI Search.
Schedule search index and stop words publishing -- After upgrading to the Australia release and the Now Assist for Sales Force Automation (SFA) plugin has been installed, run a scheduled job that publishes the stop word dictionary, search profiles, and index tables for using AI Search in the product catalog.
Enable AI Search in product catalog -- Use the enable_ai_search_in_catalog property to enable AI Search in the product catalog interface for Sales Customer Relationship Management.
Install and configure Lead to Cash Core -- Install the Lead to Cash Core application, which enables you to compose and build workflows that your organization maintains for the life cycle of a sold product.
Install Lead to Cash Core -- If you have the admin role, you can install the Lead to Cash Core application. The application includes the demo data and installations that are related ServiceNow Store applications and plugins.
Entity configuration and mapping -- Use the Entity Configuration tables and forms to configure and map an entity that defines a structure and transfers the data from the source entity to the target entity.
Create an entity configuration -- Create an entity configuration to compose a workflow between two entities so that you can update their existing configurations and perform actions like suspend, resume, or disconnect a sold product.
Create an entity mapping -- Create an entity mapping to compose a workflow between two entities so that you can update their existing configurations and perform a set of declarative actions like suspend, resume, or disconnect a sold product.
Sales and Service API Core -- Enables seamless tracking and management of Sales Customer Relationship Management workflows through structured inbound and outbound request handling, configurable flow processing, and integration with external systems.
Inbound Request -- Track the status of Sales CRM workflows and enable agents to track the status of any synchronous and asynchronous flows. It also supports processing dependent records sequentially to make sure that the data stays accurate and consistent.
Inbound Request Configuration -- Enables you to define the configurations to determine how each flow is processed and tracked within an Inbound Request.
Outbound Request -- Initiate outbound requests to manage service orders by interacting with external Service Order Management (SOM) to facilitate end-to-end order fulfillment. This process requires specific roles and is enabled via bi-directional REST API integration with Order Management for Sales and Service API Core.
Configure, price, quote apps -- Learn how to configure the configure, price, quote applications to streamline complex product, pricing, and quote-to-contract workflows.
ServiceNow CPQ Configurator -- Set up ServiceNow CPQ Configurator to define product pricing, create pricing rules, create complex product bundles, and enable other capabilities.
With guided setup -- The ServiceNow CPQ Configurator guided setup provides a sequence of tasks that help you configure and implement the Configurator.
Prerequisites -- Verify that you have completed the prerequisites before configuring the Configurator.
Set up the Configurator -- The guided setup organizes the configuration activities into modules and tracks completion as each activity is completed.
Without guided setup -- Plan and configure your implementation of the ServiceNow CPQ Configurator. Product catalog admins and agents use the Configurator in the CSM Configurable Workspace, while users using self-service features use it in the Business Portal.
Activate ServiceNow CPQ Integration -- You can install the ServiceNow CPQ Integration application (sn_cpq_intg) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they aren't already installed.
Activate ServiceNow CPQ Configurator -- You can install the ServiceNow CPQ Configurator application (sn_cpq_config) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they aren't already installed.
Enable the ServiceNow CPQ Configurator -- Use the sn_prd_pm.enable_advanced_configuration system property to turn on the ServiceNow CPQ Configurator, an interface for adding customizable products to Sales Customer Relationship Management transactions.
Configurator -- Control the product options displayed in the Configurator interface by using the Open State Management API framework.
Open state management -- The open state model is a programmatic framework in the Configuration State Model API, which lets you program variations in product options that appear in the legacy product configurator in Sales Customer Relationship Management. The API framework provides certain states and helper API methods for controlling how nodes in the legacy product configurator user interface are displayed.
Product pricing -- Use the Pricing Management application to create the price lists and price list lines, define pricing adjustments, and manage other features that control pricing for product offerings. Product pricing is used by your sales and order agents when creating opportunities, quotes, and sales orders in Sales Customer Relationship Management.
Install -- You can install the Pricing Management application (sn_csm_pricing) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Configurable pricing plans -- Pricing Management provides a default pricing plan that defines the sequence of steps in which pricing calculations and adjustments are applied to determine final product prices.
Create a configurable pricing plan -- Create a configurable pricing plan by copying the default pricing plan provided in Pricing Management.
Add or change a pricing plan step -- Add a pricing plan step to a configurable pricing plan that applies either a pricing matrix or a custom adjustment using the pricing extension point. You can also change certain items in an existing step, such as the sequence or type of matrix used, as well as specify conditions for running the step.
Delete a pricing plan step -- Remove a pricing step from a configurable pricing plan when the plan is in the Draft state.
Price list -- Create a price list that defines the pricing for products and services in Sales Customer Relationship Management.
Price list line -- Create a price list line and associate it to a product offering.
Copy a price list -- Duplicate a published price list and its associated price list lines, attribute adjustments, and decision tables. You can copy a price list, update the pricing in the copied price list if needed, then publish it.
Control the default price list -- Define the default price list displayed to your sales and order agents on the transaction header or header line by using the Price List Defaulting Matrix.
Cost book -- Create a cost book that defines the unit costs for products and services in Sales Customer Relationship Management.
Create a cost book line -- Create a cost book line that defines the unit cost for a product offering.
Copy a cost book -- Duplicate a cost book and its cost book lines.
Control the default cost book on transaction header or header line -- Set the default cost book displayed to your sales agents on the transaction header or header line for a Sales Customer Relationship Management application by using the Cost Book Defaulting Matrix.
Create a product attribute-based pricing adjustment -- Create a pricing adjustment for a product offering based on its product characteristics, such as the product size or color. A pricing adjustment can be a markup or markdown percentage, amount, or a pricing override.
Create and publish a cost-based attribute adjustment -- Set different product costs based on product attributes, such as model or size, by applying cost adjustments for a product offering by cost book or specified cost book line. The base cost is the cost at the cost book line. Product cost is the base cost plus attribute adjustments. These adjustments are used to display the profit margins in quotes and quote lines, which can be criteria for triggering quote approval rules.
Create a non-product attribute pricing adjustment -- Create a pricing adjustment for a product offering based on non-product characteristics, such as billing state or shipping zip code. You use the Standard Price Adjustment Matrix to define the pricing adjustment.
Bundled products -- Define price adjustments for a product when it is sold as part of a product bundle. You use the Configuration Component Price Adjustment Matrix to set the price adjustments for child product offerings that are bundled under a parent product offering.
Configure volume pricing -- Set volume pricing rules by using the Standard Price Adjustment matrix.
Set term multiplier for contract renewal uplift -- Use the renewal_uplift_term system property to select the contract duration basis used to calculate the renewal uplift term, either per year or per term.
Create a price increase adjustment -- Create a price increase adjustment such as an renewal uplift. Use the Price Increase Defaulting Matrix to define conditions that control the price increase applied.
Price and quantity ramps -- Price and quantity ramps enable sales agents to set incremental increases in product pricing and quantity deals over the duration of a customer contract or subscription period.
Renewal pricing for products with price and quantity ramps -- You can control how renewal uplift pricing for product offerings with price and quantity ramps is calculated by the pricing engine. A renewal uplift is a price increase applied to a product when a contract is renewed.
Derived product pricing -- Automatically set the pricing for a product by deriving its pricing from other products or pricing sources such as transactional values in quotes or orders.
Enable the Account scope option for derived pricing -- Enable the Account option so that it is available for selection in the Scope column of the Derived Pricing Matrix. By default, this option in the Choice List table is not enabled.
Rules for derived pricing -- Define product pricing rules for deriving the price of a product dynamically based on the pricing of related products or a pricing source.
Using the DerivedProductPriceExtensionPoint -- The sn_csm_pricing.DerivedProductPriceExtensionPoint provides an interface with specific methods that call certain business logic for using valid source products in source and target product pairs in derived pricing.
Managing the price basis for MACD products -- As a pricing admin or manager, you can control how prices are calculated for sold products after negotiating changes during quoting or when contract modifications occur to quote lines.
Rules for MACD pricing changes -- Set different price points for calculating the pricing of sold products that undergo MACD changes.
Configure matrix validation rules -- As a product catalog admin or pricing admin, you can manage the system-defined matrix validation rules that automatically check the mandatory rule inputs or outputs in matrix decision tables. You can also define your own custom validations.
Update validation settings in a matrix -- Change the rule validation checks for a matrix. These checks run automatically when you save changes made to the matrix decision table.
Create a custom validation definition -- Provide a script that validates a context rule input or output in the decision table for a pricing or product eligibility matrix.
Subscription revenue metrics -- Subscription pricing is a pricing model where customers pay a recurring fee for products or services, usually at regular intervals such as monthly or annually. In Sales Customer Relationship Management, various subscription revenue amounts are calculated automatically for opportunities and quotes.
Create a matrix version -- Create a version of a published price or product eligibility matrix when you need to update the matrix, for example to add or delete a context variable used in the price matrix.
Allow changes to published matrices -- Use the allow_edit_on_published_matrices system property to allow changes to published pricing and product eligibility matrices.
Set properties to control pricing processing -- Activate or deactivate system properties that control how pricing features are processed in Sales Customer Relationship Management applications.
Create a custom context variable -- Create custom context variables to represent product or non-product characteristics that can be used by pricing admins to apply different pricing features, such as pricing adjustments, or product catalog admins to set product offering eligibility rules.
Use extension points in Pricing Management -- Use extension points to call custom scripts from external sources that control pricing logic used in the Pricing Management feature of the Sales Customer Relationship Management (Sales CRM) applications.
External ID support in Sales CRM Pricing API -- The Sales CRM Pricing API supports external IDs in pricing requests. You can use your own custom identifiers or codes for selected reference fields instead of a ServiceNow sys_id.
Configure context variables for external IDs -- Set up a context variable for each external ID to be used in pricing requests and map the variable to a reference field in a ServiceNow reference table.
Exporting and importing pricing entities -- As a pricing admin, you can both export and import pricing entities between ServiceNow instances. For example, you can promote pricing entities such as price lists from a non-production instance to a target production instance. Each process involves a separate set of steps.
Export -- Export pricing entities as a JSON file and save the file to your local download directory so that it can be imported to another ServiceNow instance.
Import pricing entities -- Import pricing entities to a target instance by using the ServiceNow Platform import function.
Integrate with Contract Management Pro -- With the integration of Quote Management and Contract Management Pro, sales agents can initiate contract requests while finalizing a deal and formalizing agreements between you and your customers.
Configure quote PDF documents -- As a sales operation specialist, you can generate professional-looking PDF templates that present quotes in a standardized format that reflects company branding and logos. You can also set up Docusign to enable signers to sign quotes electronically and send them through email.
Set up signers -- Sales operations specialists can set up signers in Quote Management so that PDF quotes can be sent to either internal and external signers for review and signatures.
Set up templates -- Sales operation specialists can set up templates for PDF documents in Quote Management.
Configure DocuSign -- Quote operations specialists can configure PDF documents to work with Docusign to enable customers to sign PDF documents electronically.
Configuring Quote Experience -- Configuration tasks and sequence for setting up the ServiceNow CPQ Quote Experience with Quote Experience for your organization.
Stages -- Stages represent phases in the quoting process. Each stage can have entry criteria, rule group associations, and stage-specific layout behavior in ServiceNow CPQ.
Fields -- ServiceNow Quote Experience supports five field types at two levels —transaction (header) and transaction line —enabling administrators to capture all required quote data in ServiceNow CPQ.
Create a transaction field -- Create a custom field in ServiceNow Quote Experience to capture additional data at the transaction (header) level or the transaction line level in ServiceNow CPQ.
Transaction-level system fields -- Reference for the system-provided fields at the transaction (header) level in Quote Experience, including variable names, descriptions, who can modify each field, and default values.
Transaction line-level system fields -- Reference for the system-provided fields at the transaction line level in ServiceNow CPQ ServiceNow Quote Experience, including variable names, descriptions, who can modify each field, and default values.
Date and time field fields -- Reference for how date and time fields behave in ServiceNow CPQ ServiceNow Quote Experience rules and scripts, including comparison operators, null handling, and supported aggregate functions.
Rules and rule groupings -- Rules in ServiceNow Quote Experience evaluate conditions and perform actions on quote fields and layouts. Rule groupings bundle rules together to run at stages and events in ServiceNow CPQ.
Create a transaction rule -- Create a rule in ServiceNow Quote Experience to define conditions and actions that control field behavior and layout presentation on a quote in ServiceNow CPQ.
Create a transaction rule grouping -- Create a rule grouping to bundle rules together for assignment to stages and events in ServiceNow CPQ.
Events -- Events trigger rule groups, integrations, and stage transitions on a quote. ServiceNow Quote Experience provides system events and supports custom events in ServiceNow CPQ.
Create an event -- Create a custom event in ServiceNow Quote Experience to trigger rule groupings, integrations, and stage transitions based on business-specific requirements in ServiceNow CPQ.
Quote transaction layouts -- Layouts define the quote user interface in ServiceNow Quote Experience, controlling which fields, events, and UI effects are visible and how the quote is organized for users in ServiceNow CPQ.
Create a quote transaction layout -- Create a layout in ServiceNow Quote Experience to define the quote interface for a stage in ServiceNow CPQ.
ServiceNow Quote Experience layout UI effects -- Reference for UI effect types, parameters, access conditions, and YAML and JSON code examples for configuring button behavior in ServiceNow Quote Experience layouts in ServiceNow CPQ.
Stage progress chevron -- Reference for configuring the Stages Progress Chevron component in ServiceNow Quote Experience layouts, including static and dynamic configuration options, combination rules, and CSS custom property theming in ServiceNow CPQ.
Views -- Views control how users with specific personas can view and modify fields and events at each stage of a quote in ServiceNow CPQ.
Create a transaction view -- Create or modify a ServiceNow Quote Experience view by editing the fields CSV, events CSV, and views YAML files and importing them through the blueprint ZIP in ServiceNow CPQ.
Integrations -- Integrations connect ServiceNow Quote Experience to external data sources, enabling the exchange of data between quotes and third-party systems such as Salesforce in ServiceNow CPQ.
Create a connection -- Add a connection in ServiceNow CPQ to define the host, path, and authentication credentials used when ServiceNow Quote Experience calls an external system during a transaction.
Create an integration -- Create an integration in ServiceNow Quote Experience to define the connection, settings, and field mapping that exchanges data between a quote and an external system in ServiceNow CPQ.
Personas -- Personas define distinct user types in the quoting experience, controlling what users can view and edit on a quote at each stage in ServiceNow CPQ.
Create a transaction persona -- Create a persona in ServiceNow Quote Experience to define a user type and assign user accounts to it in ServiceNow CPQ.
Advanced product filtering for quotes -- Advanced product filtering dynamically controls which products appear in the quote catalog based on admin-defined business rules and transaction context in ServiceNow CPQ.
Create a product filter rule -- Create a product filter rule in ServiceNow CPQ to dynamically include or exclude products from the quote catalog based on managed table data and transaction context.
Transaction Access Control -- ServiceNow Quote Experience controls access at two levels: record access, which determines who can view or modify a quote, and field access, which controls the fields a user sees within a quote. Record access can be managed by your CRM or natively within ServiceNow Quote Experience.
Quote Experience metrics API -- Reference for the Quote Experience metrics API, including query parameters, default behavior, and metric definitions for views, session time, and stage time in ServiceNow CPQ.
ServiceNow Quote Experience runtime API calls -- Reference for the runtime APIs used in the ServiceNow Quote Experience, including their purposes, responses, and a Postman collection for testing in ServiceNow CPQ.
Sync Primary Quote to Opportunity -- Designate a quote as primary and sync the quote's lines to the opportunity. When sync is enabled, any changes to the quote's lines are synced to the source opportunity lines. An opportunity can have only one quote marked as primary and enabled for sync.
Configure transaction-to-quote field mapping -- When you use Sales CRM capabilities such as opportunity management, advanced approvals, or PDF document generation, ServiceNow CPQ Microservices sync data to the ServiceNow platform. This sync is set up automatically, but custom transaction fields require you to configure the data mapping.
Configure quote document generation -- The Generate PDF Document feature generates a PDF document of the current quote based on the selected template. After the document is generated, it is available in the Attachments section of the Contextual Side Panel (CSP). To enable this feature, an administrator configures a custom integration and a custom event that initiate the document generation process.
Create an order from a quote -- The Sales CRM Quote experience supports creating an order from the current quote.
Advanced Approval Management -- Install the Advanced Approval Management application to build workflows that automate the approval process for Sales Customer Relationship Management entities such as customer quotes.
Install Advanced Approval Management -- You can install the Advanced Approval Management application (sn_adv_appr_mgmt) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Set up the environment to manage approvals -- Complete the setup tasks before creating approval configurations and workflows. These prerequisites enable the approval system for a ServiceNow CPQ implementation.
Configure approval events -- Configure the approval system events that control the approval buttons and stage transitions for a ServiceNow CPQ implementation.
Configure stages and entry criteria -- Configure the stages and entry criteria that validate each approval state transition, ensuring a transaction can enter a stage only when its approval state confirms it belongs there.
Create an approval configuration -- Create an approval configuration for a Sales Customer Relationship Management entity, such as quotes.
Create conditions that trigger approval workflows -- Define one or more conditions that apply company policies, such as legal guidelines or pricing rules, to trigger an approval workflow. Also enable the smart reapprovals feature, which allows previous approvals to be used for a resubmitted approval.
Create approval rules -- Define rules for approval workflows. An approval rule identifies the functional approver for the workflow, such as a Finance Manager or Operations Manager. The rule also associates approvers with the appropriate approval trigger conditions, and defines escalation details for reassigning approvals to another approver for the rule.
Create approval chains -- Optionally create approval chains that control the sequence in which two or more approval rules (steps) are run.
Define an approval user -- Define an approver in Advanced Approval Management and the associated approval rule that they review during the approval process.
Define an approval group -- Define the approval group, such as a contract or finance group, and the associated approval rule that they review during the approval process.
Override an approver -- Override the approver in an approval step if the approval is no longer required, to help prevent the approval workflow from being blocked.
Notifications in Advanced Approval Management -- In Advanced Approval Management, as an approval request moves through the approval process, notifications about the status of the approval request are sent automatically to approval requesters and approvers.
Configure granular delegation rules for an approver -- Set up delegation rules that enable an approver in Advanced Approval Management to assign a delegate who can accept or reject approval requests on behalf of the approver.
Configure -- Install and set up the Advanced Approval Management AI application, which enables advanced approval users to manage quote approvals by using an MCP-compatible client such as Claude.
Install Advanced Approval Management AI -- You can install the Advanced Approval Management AI application (sn_adv_apr_mgt_ai) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they're not already installed.
Configuring Contracts and Entitlement Workflows -- Configure the Contracts and Entitlement Workflows plugin (com.sn_contract_ent_wf) to generate and modify contracts using order management.
Creating contracts and entitlements -- After a product offer is selected by the customer and the product is sold to the customer, this workflow creates contracts and entitlements based on the services associated with that sold product and the extra services that the customer has purchased.
Setting up Customer Contracts and Entitlements -- Configure the features and components of Customer Contracts and Entitlements to enable a seamless, end-to-end service experience including after sales services for your customers.
Create a characteristic -- Create a characteristic that can be associated with an entitlement or customer contract line.
Configure Sales Agreement Management -- Use the Sales Agreement Management application to create sales agreements between a buyer and a seller for future transactions.
Quote creation via Self-Service -- The Quote Self-Service plugin (com.sn_quote_self_service) enables users to create and manage quotes. Users can track quote status, browse catalogs, configure items, and apply discounts through a guided quote creation playbook.
Install Quote Self-Service -- Quote Self-Service is automatically installed when you install the Quote Management application. If you install a different application, you must add the Quote Self-Service as a plugin dependency before installation.
Single sign-on (SSO) integration -- If you intend to use ServiceNow CPQ for a headless use case (such as exposing ServiceNow CPQ on a website or eCommerce platform), please fill out and submit an SSO Setup Request Form that details the identity provider (IdP) you are using for single sign-on (SSO).
ServiceNow CPQ Configurator -- Learn how to set up products, rules, pricing, and layouts in ServiceNow CPQ using configuration engine. You can define how users select, customize, and validate products during the quoting process.
Setting up configurable products -- A configurable product links a blueprint to the configuration experience for the product. You can set up configurable products in headless environments using CSV uploads or in Salesforce-integrated environments through product associations.
Set up blueprints -- Blueprints define the structure of a configuration experience in ServiceNow CPQ. They act as containers that bring together fields, rules, layouts, and configurable products, enabling administrators to design, deploy, and manage complete configuration workflows across environments.
Create a blueprint -- Create a blueprint to standardize product configurations and reduce setup time. Blueprints define the structure, behavior, and configuration experience for your product models, ensuring consistency across your catalog.
Export a blueprint -- Download a blueprint as a ZIP file to move it between instances or create a backup copy.
Testing in non-production environments before migration -- Test configurators in a non-production environment before migrating them to production. The configurators support revenue-critical processes, validate all changes outside production and promote them using controlled environment-to-environment migrations.
Migrate a blueprint between environments -- Move blueprints between ServiceNow CPQ environments to maintain consistent configuration management. Export, update, and import blueprint packages using the Matrix Loader to promote tested configurations from development to production.
Migrate a blueprint to an SFDC-integrated destination -- Migrate a CPQ blueprint to a Salesforce-integrated ServiceNow CPQ environment. Recreate configurable products, update Product2 IDs, and verify connections for accurate data mapping and integration between Salesforce and ServiceNow CPQ.
The fullBlueprintMigration parameter -- Learn the effects of enabling or disabling the fullBlueprintMigration parameter on sources in various configurations. The fullBlueprintMigration parameter controls how thoroughly a blueprint is updated during migration.
Viewing blueprint deployments -- The Deployments page shows the fifty most recently deployed blueprints together with their timestamps and associated users.
Tracking a blueprint's deployment history -- Track the deployment history of blueprints in ServiceNow CPQ Admin. View details like deployment date, time, and user for troubleshooting and reference.
Configure fields -- Learn about how fields in ServiceNow CPQ help structure data collection efficiently and about the various types of field. Associate fields with blueprints for consistent use across configurations, layouts, and rules.
Markdown syntax -- Markdown provides a simple way to format content using plain text syntax. Use Markdown to apply basic text styling, insert links, and add images by using a small set of intuitive symbols that render consistently across supported ServiceNow CPQ experiences.
Markdown options for read-only text -- Enable markdown formatting for ReadOnlyText components in ServiceNow CPQ layouts to enhance text presentation. Use syntax for bold, italics, lists, links, images, and dynamic field values to create clear, engaging, and context-aware display text in configurations.
ServiceNow CPQ fields, system fields, and partner fields -- Learn about the three types of fields in ServiceNow CPQ—ServiceNow CPQ, system fields, and partner fields. Understand how each type stores, retrieves, and displays data in configurations, and how they interact with Salesforce and partner systems for seamless data integration.
Grid-style fields and field collections -- Learn about the various types of grid-style fields: the picklist extension, the field grid, the indexed set, the associated picklist set, and the product picker. Learn how best to choose a field type for your data.
Configure sets -- Sets group related fields into repeatable collections, allowing administrators to streamline configurations and reduce redundancy. They enable dynamic, table-like data entry, support aggregates, and simplify managing repeated questionnaires or configurable options in ServiceNow CPQ.
Using sets in layouts -- Learn about the various ways sets can be displayed and about their settings.
Configure picklist extensions -- Learn how to create and configure picklist extensions (Picklist extensions) in ServiceNow CPQ. Add extended option details, apply filters, and map products and quantities to display enriched picklist data in layouts for more dynamic and efficient configurations.
Adding a field with an extended picklist to the layout -- Add an extended picklist field to a ServiceNow CPQ layout by placing it in a column set and defining each extension column in the layout CSV. Make sure that the picklist extension is marked “Available in layout” so its data appears correctly in the user interface.
Displaying a picklist extension on a layout -- Learn how to display a picklist extension (PLE) on a layout using either the ServiceNow CPQ Admin UI or a CSV upload. Configure foundational picklist fields, map extension columns, and design layouts that present rich, multi-column picklist data.
Table-based picklists -- A table-based picklist lets an administrator query and retrieve data from managed tables.
Picklists and picklist extensions in rules -- Learn how to use picklist extensions (PLEs) effectively in rules. Understand how filtering, inclusion, and exclusion interact, and apply correct operators like equals and contains for single- and multi-select picklists to ensure accurate rule behavior in advanced configurations.
Product picker bulk actions -- Learn how to use bulk actions to automate product picker behavior without writing rules. Configure option inclusion, field determination, and quantity limits through table-based logic to control what products appear, how values are set, and when conditions apply—all directly in the product picker interface.
Product picker aggregates -- Aggregates help calculate and summarize data in products. Learn how to use aggregates in a product picker.
Set up layouts -- Layouts define the structure and appearance of the configuration interface. They organize fields into pages, tabs, and sections, shaping how users interact with configurations and view shopping cart details in ServiceNow CPQ.
Layout Wizard -- Watch a video about how to generate a layout.
Layout editor -- Learn how to use the layout editor to modify a layout without leaving ServiceNow CPQ.
Layout: a deeper dive -- Learn advanced layout concepts in ServiceNow CPQ, including tiers, column sets, and product list layouts. Understand how to structure pages, tabs, and sections in CSV files to create dynamic, responsive configuration interfaces with organized and intuitive user experiences.
The sidebar -- Use the sidebar element to display persistent information, such as visualizations, product details, or alternate shopping carts, across tiers in a configuration. Define its position and content in the layout CSV file.
Layouts: Field grid setup -- A field grid collects multiple fields in a single layout, but unlike a set, it can reference other rows.
CSV layout upload -- Learn how to create and upload a CSV file that contains a layout specification.
The art of design: show-stopping layout ideas -- Discover how thoughtful layout design can transform complex configurations into clear, intuitive, and visually engaging user experiences. Learn best-practice patterns, spacing strategies, and industry-inspired structures to create polished, high-impact layouts for your product configurations.
Product lists in layouts -- Define and customize product lists in ServiceNow CPQ layouts to display data from bills of materials (BOMs) and product details. Configure list placement, columns, and display settings in the layout CSV file or the layout editor to present clear, structured product and pricing information to end users.
Number field properties in layouts -- Control how number fields behave and display in ServiceNow CPQ layouts using the step and precision properties. Define valid input intervals, enforce decimal formatting, and ensure consistent numeric entry for use cases like quantities and currency values.
Multi-tier structure (nested tiers) -- Create complex, multi-tier layouts in ServiceNow CPQ by nesting tiers in other tiers using a layout CSV file. Define tier display types—such as tabs, expandable sections, and basic containers—to organize fields and achieve flexible, structured, and visually clear configuration interfaces.
Set up a runtime client -- Configure a runtime client. Doing so creates a token that you can use to authenticate runtime calls. This can be useful when ServiceNow CPQ is embedded within a VisualForce page.
Customizing the ServiceNow CPQ UI header -- Customize the ServiceNow CPQ UI header to reflect your brand with logos, text, and background styles. Configure header elements and buttons—such as Cancel, Reset, Return, and Switch Layout—through the layout CSV file to create a branded, user-friendly configuration experience.
Set up pricing display -- You can configure how currency values appear, choose to display rollup pricing in the Shopping Cart, and display a custom message for items that have a zero price or a null price. ServiceNow CPQ shows only the price of the products in each bill of materials.
Customizing the currency display in the shopping cart -- Configure how currency values appear in the ServiceNow CPQ shopping cart. You can choose to display amounts with the ISO code (USD 25.99), currency symbol, or plain numbers.
Set a custom message for zero-priced and null-priced items -- Customize how zero-priced and null-priced items appear in ServiceNow CPQ layouts. Replace $0.00 or missing prices with custom messages—such as “Included,” “Pending,” or “Price TBD”—across product pickers, picklist extensions, and shopping cart components for clearer user communication.
Configure the Matrix Loader -- Use the Matrix Loader to efficiently add, edit, and migrate fields, field options, rules, and layouts in ServiceNow CPQ. Upload CSV files, validate configurations, and streamline bulk updates or environment migrations with error-handling and verification support.
Matrix Loader CSV fields and field options upload and export -- Use the Matrix Loader to bulk create, edit, and export fields, field options, and product pickers in ServiceNow CPQ. Define data in CSV files with supported columns and formats, then upload or download them for faster configuration management and environment migration.
Matrix Loader: CSV rules upload -- Use the Matrix Loader to bulk create, edit, and export rules in ServiceNow CPQ. Define rule conditions, actions, and logic in a CSV file to streamline configuration management and automate large-scale updates.
Matrix Loader: CSV table upload -- Use the Matrix Loader to import and manage table data in ServiceNow CPQ. Define table schemas, prepare matching CSV files, and upload them to populate or update tables for use in rules, lookups, and configurations, with no redeployment required for data updates.
Set up External connections for configuration rules -- External connections enable enrichments in ServiceNow CPQ to retrieve data from systems outside ServiceNow CPQ for use in configuration rules, such as fetching third-party pricing or product attributes during a configuration.
Create an external connection -- Create an external connection in ServiceNow CPQ to enable enrichments to retrieve data from an external system for use in configuration rules.
The test frame -- Use a test frame to quickly validate the behavior of a configurator without creating a web page or running the full quoting flow. This lightweight test page lets you load a product and pass key parameters to preview the configuration in an iframe, either from on-page inputs or directly from URL parameters.
Hyperjump -- Hyperjump shows you a configuration as a graphic diagram.
The Admin Logs utility -- Learn how the Admin Logs utility helps you diagnose, monitor, and resolve configuration issues efficiently in your ServiceNow CPQ environment.
Flightpath -- Flightpath keeps a record of rule engine activity and field changes in real time, helping administrators analyze system behavior and troubleshoot complex configuration flows with pause and restart options.
Setting up enrichments and rules scripting -- Learn how to set up enrichments and write rules scripts to control product behavior, automate calculations, and enhance configuration logic in your application.
Create scripts -- Learn how to create advanced functions using the scripting interface.
ServiceNow CPQ scripting language reference -- View the operators, objects, and keywords that ServiceNow CPQ supports, together with information about type conversion, type checking, alternative scripts for unsupported operations, and accessing object properties.
Sample scripts -- View a selection of commonly requested sample scripts.
General guidelines for scripting -- Write efficient scripts using a JavaScript-like language. Follow these general guidelines for naming, variables, and table access.
Scripting: How to populate set values -- View a detailed example of how to use an On Configure/Reconfigure blueprint enrichment script to load field values into a set.
Referencing a product picker -- You can reference a product picker in the On BOM, Pricing, and Validation enrichments by modifying your enrichment script.
API overview and resources -- Learn about the APIs that are available in ServiceNow CPQ to manage configurations.
Intro to runtime API calls -- Runtime, or buyside, APIs are used to create, update, and save configurations.
Authenticating ServiceNow CPQ API calls -- Secure ServiceNow CPQ API calls with admin API keys, JWT tokens, session cookies, or Google IdP for runtime and Admin tasks.
Intro to admin API keys -- You can use admin API calls to access Admin functionality without using the Admin UI interface and a browser.
Admin APIs: Blueprint import and export -- You can export a blueprint to back it up, or export and import a blueprint to move it from one ServiceNow CPQ environment to another.
Runtime APIs -- ServiceNow CPQ provides a set of APIs for building front-end applications and manipulating configurations. These are commonly referred to as buyside or runtime APIs and are used by customers or end users to create, update and save ServiceNow CPQ configurations.
Additional configuration APIs -- These ServiceNow CPQ configuration APIs let you retrieve or delete an existing configuration. They complement the runtime APIs and are useful for viewing full configuration details and for removing configurations no longer needed. Use them alongside the standard create, update, reconfigure, and BOM APIs to support end-to-end configuration workflows.
The RFQ (Request for Quote) API -- ServiceNow CPQ adds additional functionality to the Salesforce CPQ package APIs. This functionality lets you add products and data to an existing Salesforce CPQ quote.
The CPQ Reconfigure API -- The CPQ Reconfigure API headlessly invokes CPQ services to reconfigure a quote bundle.
Webhooks -- Webhooks are endpoints that can receive a POST request whenever a configuration is saved.
The LocationLookup field -- Any text type can be defined as a LocationLookup component display type, which lets you use Google's API to pull address data.
Set up Solution Configuration -- Solution configuration lets ServiceNow CPQ admins link multiple blueprints into a single, connected configuration session so that end users can work across related products without relaunching the configurator. Configurable product actions trigger child configurations automatically and can pass data between blueprints via field mappings.
Terms and considerations -- Understand terminology, design considerations, and limits associated with solution configuration, which lets ServiceNow CPQ admins manage multiple blueprints in a single configuration.
Enable solution configuration -- Enable solution configuration for an environment to let admins link multiple blueprints into connected configuration sessions.
Create configurable product action -- Create a configurable product action to link a child blueprint to a parent blueprint so that a child configuration is created when the action's condition is met.
Define field mappings -- Define field mappings on a configurable product action to pass field values from the parent blueprint to the child blueprint when a child configuration is created.
Node cloning -- Node cloning lets you duplicate an existing solution configuration node in a set, producing an independent copy that you can modify without affecting the source.
ServiceNow CPQ usage calculation -- ServiceNow CPQ usage metrics track how users interact with ServiceNow CPQ Configurator and Sales Customer Relationship Management (Sales CRM) features. These metrics support accurate usage measurement.
Customizing ServiceNow CPQ with themes -- Custom themes let you customize your layout. You can enable custom themes by submitting a feature enablement request.
Setting up the Image Viewer -- You can use the Image Viewer to add images to fields for viewing in a media carousel.
The calendar display component -- Use the calendar display component in ServiceNow CPQ to present time-based configuration options in a monthly view. Configure sets, fields, and selection settings to let users view, select, and manage date-specific records directly in the configuration interface.
Multi-language translation -- Implement multi-language translation for end-user interfaces. Enable languages and compile translation files.
Required permissions for the integration user -- The integration user, or refresh token user, must have the following permissions if it does not already have system administrator permissions.
Configuration linking overview -- Learn how configuration IDs link Configuration Line Items and quote lines in Salesforce. When a configuration is saved, all related line items share the same configuration ID. The same ID is added to the parent quote line when the quote is saved, allowing admins to easily pull configuration details into quotes or related records.
Embedding the ServiceNow CPQ UI with the ServiceNow CPQ Web Component -- By using the ServiceNow CPQ Web Component, you can embed the ServiceNow CPQ UI in a web page without using an iframe. Because the component's UI is compatible with themes, users can easily edit the look of the UI.
AgentCard specification -- View the definition and field reference for the A2A discovery manifest used by the ServiceNow AI Agent Studio.
Lead and opportunity management apps -- Learn how to install and configure the lead and opportunity management applications to support pre-sales workflows.
Install and configure Lead Management -- Install the Lead Management application, which enables sales agents and sales development representatives to create leads and provide pre-sales product recommendations based on customer needs. You then assign the user roles and configure related features, such as needs analysis and kanban view used in Lead Management.
Install -- If you have the admin role, you can install the Lead Management application. The application includes the demo data and installations that are related to ServiceNow Store applications and plugins.
Install sequences -- You can install the Customer Engagement Sequences application (com.sn_crm_sequence) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Grant delegated developer role -- Assign delegated developer roles to designated Customer Engagement Sequences users so they can create and manage sequences without needing a system admin role.
Compatibility information -- The features that are supported in Customer Engagement Sequences are determined by combinations of ServiceNow AI Platform, Playbooks in Workflow Studio, and the Customer Engagement Sequences app version.
Buying Group -- Learn how to configure Buying Group to organize multiple contacts within Sales CRM by account and product offering family, and link them to opportunities.
Create new buying groups -- Create buying groups for an account and product family to capture the set of decision‑makers, influencers, and evaluators involved in a purchase decision.
Add buying group member -- Add buying group member to a buying group to represent decision participants, assign roles within the decision process, track active participation, enable opportunity synchronization, and support accurate assessment of decision structure.
Associate buying group to an opportunity -- Associate a buying group with an opportunity to connect the opportunity to the set of decision‑makers, influencers, and evaluators involved in the purchase.
Install and configure Opportunity Management -- Install the Opportunity Management application, which enables sales agents and account executives to get pre-sales product recommendations based on customer needs. You then assign the user roles and configure related features, such as needs analysis, used in Opportunity Management.
Install Opportunity Management -- You can install the Opportunity Management application (sn_opty_mgmt) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Create stages -- Create sales cycle stages for an opportunity.
Configure allocation types -- Create and activate allocation types to control how sales credits are split among multiple sales users when they work on the opportunity together.
Associate allocation dimensions -- Associating allocation dimensions to allocation types enables consistent, transparent, multi‑dimensional roll‑ups for reporting and forecasting.
Configure guided selling activities -- Define the mandatory activities that sales agents must complete at each opportunity stage by configuring a playbook. Agents cannot advance an opportunity to the next stage until all activities for the current stage are complete.
Revise after upgrade -- Run a scheduled job to modify older opportunities so they can support parent-child opportunity line items.
Configure Sales Forecasting -- Use the Sales Forecasting application to project your future sales volumes and revenue based data from opportunities and pipeline analysis.
Set up a sales team for forecast hierarchy -- The system administrator can create groups, sales teams, associating them with specific managers. The sales hierarchy determines how the forecast rolls up within your company and how it can be viewed.
Configure Forecast Model -- The forecast model is a framework used to predict future sales based on historical data, current sales activities, and other relevant factors.
Set up forecast schedule -- Forecast schedule automatically fetches all the opportunities in the system and generates forecast data.
Set up sales quota -- Assign quota targets to sales representatives and managers based on their hierarchy, role, and forecast period.
Sales Territory Management -- Learn how to configure the features and components that help distribute accounts, consumers, leads, and opportunities to manage sales territories.
Territory level -- Create territory levels to categorize territories such as regional, district, area, and global for better organization of territories.
Territory model -- Territory model contains the territory hierarchies mapped to it and maintains the organizational structure for a territory hierarchy. Create a Territory Model to add territories that can be assigned to accounts, consumers, leads, and opportunities.
Territory -- Create territories to optimize the assignment of a territory to CRM data. Map these territories to the territory model and levels to maintain the hierarchy. Provide conditions for automated assignments, and onboard members with role-based access in a territory for restricted permissions.
Resources -- Territory managers and members to the territory are added with their appropriate responsibility. Managers of the territory get access to manage the members in their hierarchy. Members get access via the roles and the linked responsibility to the CRM entities that belong to the hierarchy.
Add managers -- Managers get access to a territory to manage members of the assigned territory and its child territories.
Add members -- Add territory members with their appropriate responsibility to get access to the CRM entities belonging to the territory.
Properties -- To put a sales territory model into use at the CRM entities, enter the sys_id of an active sales territory model. By default, this model and its territories will be utilized for sales territory assignments.
Run Assignments -- Run sales territory assignments to assign CRM entities to the most eligible territory. Each territory is checked against its own or cascaded territory conditions related to the CRM entity.
Activity Management -- Install and configure the necessary plugins for enabling Activity Management features.
Install CRM Touchpoints -- You can install the CRM Touchpoints application (com.sn_crm_touchpoint) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.
Create custom touchpoint types -- Create touchpoint types in Activity Management tailored to your sales organization's workflow to capture activities beyond the standard Discovery, Demo, and CBR types.
Install CRM Outlook Add-in -- You can install the CRM Outlook Add-in application (com.sn_crm_outlook) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.
Configure CRM access from Outlook -- Download and install the ServiceNow CRM for Outlook add-in to access and manage CRM records directly from your Microsoft Outlook inbox, eliminating the need to switch between applications.
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. The application installs related ServiceNow Store applications and plugins if they are not already installed.
Configure email promotion rules -- 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.
Order management -- Learn how to configure the features and components that you need for customer and service order processing, depending on whether you are a provider or an enterprise customer.
Install Order Management -- You can install the Order Management application (sn_ind_tmt_orm) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Configure order enrichment flows -- Associate enrichment subflows with the product or service specifications by using the Order Enrichment Flow Policy in Decision Tables.
Configure the customer order task policy -- Define conditions for automatic generation of order header tasks and top order line item tasks by adding rows to the Customer Order Task Policy in Decision Tables.
Configure product order fulfillment policy -- Associate fulfillment subflows with the product specifications by using the Product Order Fulfillment Policy in Decision Tables for move order.
Configure service order fulfillment policy -- Associate fulfillment subflows with the service specifications by using the Service Order Fulfillment Policy in Decision Tables for move order.
Configure resource order fulfillment policy -- Associate fulfillment subflows with the resource specifications by using the Resource Order Fulfillment Policy in Decision Tables for move order.
Configure order fulfillment -- Order fulfillment is the process for fulfilling customer orders by using Workflow Studio.
Flow actions -- If you define your own fulfillment subflows in Workflow Studio, you can use the standard flow actions that are available in the ServiceNow AI Platform. Each action deals with different aspects of the fulfillment or inventory maintenance that provides some consistency in retrieving and updating data.
Integrate with FSM -- Customer Service Management provides an integration with the Field Service Management application. This integration enables you to view work order and work order task information from a case.
FSM integration -- The Customer Service with Field Service Management plugin (com.snc.csm_fsm_integration) provides an integration between the Customer Service Management and Field Service Management applications.
Configure customer product data management -- Learn how to use the sn_ind_tmt_orm.enable_prod_invt_for_order_management system property to either create sold products or product inventory records after an order is completed and fulfilled.
Configuring Jeopardy Management -- You can configure Jeopardy Management to monitor tasks in a fulfillment plan and alert managers about the jeopardy levels.
Jeopardy Management use cases -- Jeopardy Management use cases help you explore and understand how Jeopardy Management works in different scenarios in Order Management.
Define jeopardy workflows -- Create jeopardy-enabled fulfillment workflows using Workflow Studio. The workflows enable Jeopardy Management to track task completion times and manage risk.
Configure order task duration -- Configure the Order Task Duration Assignment Policy using Workflow Studio. This policy determines how long each task should take to complete, when it should start, and when it's expected to finish, enabling accurate scheduling, resource planning, and timeline visibility across the order life cycle.
Configure order line jeopardy calculations -- Configure the Order Line Jeopardy Level Calculation Policy using Workflow Studio to set the jeopardy risk level for order line items.
Configure order task jeopardy calculations -- Configure the Order Task Jeopardy Level Calculation Policy using Workflow Studio to set the risk levels for the minimum and maximum Service Level Agreement (SLA) percentage completion for order tasks.
Configure Order Jeopardy Enablement Policy -- Add Jeopardy Management workflows to product and service specifications using the Order Jeopardy Enablement Policy in Workflow Studio.
Configuring Fallout Management -- As a provider, you can use Fallout Management to identify, investigate, and resolve order processing issues so that orders can continue processing through to completion.
Create additional fallout types -- As a provider, you can use Fallout Management to identify, investigate, and resolve order processing issues so that orders can continue processing through to completion.
Configuring inflight changes -- You can use inflight change order management to manage the receipt of changes for customer or service orders that are still in the process of being orchestrated and fulfilled.
Create inflight change types -- Define your own enterprise-specific inflight order change types that are used to categorize revisions or requests for cancellations, product orders, service orders, and their related line items.
Responding to inflight revision requests -- Configure your order task records to respond to inflight order changes and cancellation requests using Workflow Studio.
Configuring compatibility rules -- As a provider, you can use compatibility rules to establish horizontal relationships between the specifications of multiple products, services, or resources.
Asynchronous order processing -- Asynchronous order processing handles high-volume enterprise and consumer orders without waiting for immediate processing, improving system performance for communications service providers (CSP) using Order Management.
Validating orders asynchronously -- You can validate your orders before the order records are created in the customer order table during asynchronous order processing in the ServiceNow Order Management application.
Create async orders manually -- Skip the scheduled job and create order entries manually in the Order Management application for asynchronous order requests.
Create orders from inbound queue -- Run a scheduled job in the Order Management application to create a customer order from the Inbound Queue [sn_tmt_core_inbound_queue] table.
Order operations apps -- Learn how to configure the order operations applications to help sales and support teams to monitor the sales processes, and manage post-sale support and returns respectively.
Install Lead-to-Cash Process Management -- You can install the Lead-to-Cash Process Management application (app-l2c-cockpit) if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Assign roles to users -- Assign roles to your users so that they can access features, capabilities, and data in the Lead-to-Cash Process Management application.
Define business objects -- Create the business objects necessary for sales process managers to create sales process records using these entities.
Customizing the sales process dashboard -- Customizing the number of levels and tile content on the node map enhances clarity and control so sales process managers can focus on relevant data and navigate more easily through complex sales processes.
Customize hierarchical node map levels -- Customize the number of node levels to display in the Lead-to-Cash Process Management hierarchical node map visualization.
Customize Tasks tab views -- Customize the sales entities from which the tasks are displayed, icon and fields that are displayed on each task tile, and create custom options to filter and view consolidated tasks on the sales process dashboard in Lead-to-Cash Process Management using Entity View Action Mapping (EVAM).
Data retention policies -- Modify the default data retention and table cleanup policy for Lead-to-Cash Process Management to match your organizations requirements.
Conditions for enabling email access -- Sales process managers must be granted access to compose emails for the sales entity records that are monitored in a sales process record.
Activate the Return Merchandise Authorization -- If you have the admin role, you can activate the RMA Case Management plugin (com.sn_csm_rma_case). The plugin enables you to manage and triage return cases for customer products and services, addressing returns, replacements, and repair use cases.
Create Return Merchandise Authorization case lines -- Create return merchandise authorization case lines directly from install base items or sold product entities to manage the full post-sale life cycle of products sold to customers.
Post-sales engagement -- Learn how to configure the Customer Life Cycle Management Workflows application to manage post-sale workflows on sold products.
Partner Relationship Management -- Install the PRM (com.snc.partner_relationship_management) application from ServiceNow Store to enable enterprises to hire partners and improve their sales cycles.
Install PRM -- Install the Partner Relationship Management plugin (com.snc.partner_relationship_management), along with the demo data and installations that are related to ServiceNow Store applications and plugins.
Data model for PRM -- The Partner Relationship Management data model provides a framework to map the relationship between channel partners and programs.
Configure Channel Partner table -- With the Partner Relationship Management application, you can use the channel partner [sn_prm_channel_partner] table to manage and store information related to channel partners.
Configure Partner Program table -- With the Partner Relationship Management application, enable channel partners to participate in structured initiatives designed to drive revenue, enhance market reach, and build customer relationships by using the Partner Program [sn_prm_partner_program] table.
Configure Partner Program Relationship table -- With the Partner Relationship Management application, you can establish a relationship between channel partners and partner programs.
Configure Program Segment Mapping -- Establish a mapping between a program and a segment on the program segment mapping (sn_prm_program_segment_mapping) table to determine which segment belongs to which partner program.
Configure Program Segment Criteria -- Create records in the program segment criteria (sn_prm_program_segment_criteria) table based on different records on the entity criteria (sn_req_criteria_customer_condition) table and segments.
Configure Program Criteria -- Establish a mapping between the partner program (sn_prm_partner_program_relationship) table and the entity criteria (sn_req_criteria_customer_condition) table.
Add responsibilities to PRM roles -- A responsibility describes a role or function that supports a user. Use responsibility definitions to create relationships between any two partner entities.
Install Deal Registration -- Install the plugin (com.snc.deal_registration_management), along with the demo data and installations that are related to ServiceNow Store applications and plugins.
Data model for Deal Registration Management -- The deal registration management data model provides a framework for channel partners to establish a consistent and organized engagement model with channel partners.
Configure Deal Registration table -- Configure the deal registration (sn_prm_dr_deal_registration) table to track a deal registration's life cycle through states and workflow stages.
Configure Deal Registration Line table -- Configure the Deal registration line (sn_prm_dr_deal_registration_line) table to manage product level details for a single deal registration.
Configure Deal Registration Type table -- Configure the deal registration type (sn_prm_dr_deal_registration_type) table to specify the role or involvement of a channel partner in a deal registration.
Configure Partner Program Deal Type Relationship table -- Configure the Partner program deal type relationship (sn_prm_dr_pp_deal_type) table to ensure that the appropriate deal registration types are associated to the accurate partner programs.
PRM in CSM workspace -- Partner admins, agents, and managers can manage partner programs and partnerships on the partner workspace to triage cases and requests from customers.
Create partner programs -- Enable channel partners to participate in structured initiatives designed to drive revenue, enhance market reach, and build customer relationships by creating partner programs on the workspace.
Create partnerships -- With the Partner Relationship Management application, you can establish a relationship between channel partners and partner programs on the workspace.
Configure Segment Management -- Install the Segment Management application (com.snc.segment_mgmt) from the ServiceNow Store to manage and group entities into various segments to promote progression.
Install Segment Management -- Install the Segment Management plugin (com.snc.segment_mgmt), along with the demo data and installations that are related to ServiceNow Store applications and plugins.
Data model for Segment Management -- The Segment Management data model provides a framework to map customers to specific segments to track partner progression toward the next tier.
Install Sales Common for Partner Relationship Management -- Install the Sales Common for Channel Partners plugin (com.snc.partner_relationship_management_sales_common), along with the demo data and installations that are related to ServiceNow Store applications and plugins.
Install Order Management for Channel Partners -- Install the Order Management for Channel Partners plugin (com.snc.partner_relationship_management_orm), along with the demo data and installations that are related to ServiceNow Store applications and plugins.
Install Opportunity Management for Channel Partners -- Install the Opportunity Management for Channel Partners plugin (com.snc.partner_relationship_management_oppty) and installations that are related to ServiceNow Store applications and plugins.
Install Quote Management for Channel Partners -- Install the Quote Management for Channel Partners plugin (com.snc.partner_relationship_management_qm), along with the demo data and installations that are related to ServiceNow Store applications and plugins.
Quote creation via Self-Service for Channel Partners -- Quote Self-Service (com.sn_quote_self_service) enables channel partners to create and manage quotes directly in the Partner portal through a guided playbook experience.
Business Portal -- Enable B2B customers to self-serve key processes such as order creation, order case management, invoice management, request for quote (RFQ) creation by configuring the Business Portal (sn_b2b_portal).
Enable the Business Portal -- Admins can enable the Business Portal (sn_b2b_portal) so customers can browse products and create orders.
Configuring product catalog visibility on the Business Portal -- Only authorized customers can view the product catalog on the Business Portal by default. After setting up your product catalog and pricing, use the CustomerPortalCatalogAccessUtil script include to extend catalog visibility to additional users.
Post-upgrade order migration -- Migrate draft proxy order carts to the new sales cart to avoid having your customers lose products they added to their carts on the Business Portal
Install Sales Cart -- You can install the Sales Cart plugin (sn_sales_cart) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.
Add logo to sales cart PDF -- Customize and embed your company logo in sales cart summary PDFs to ensure consistent branding and alignment with corporate identity standards.
Data retention policies for Sales Cart -- A default data retention and table cleanup policy automatically deletes records from the Sales Cart application based on predefined conditions. You can modify these conditions to match your organization's policies.
Modify terms and conditions -- Add order checkout terms and conditions in the CartTermsAndCo document template block for your Business Portal.
Install Customer Request for Quote -- You can install the Customer Request for Quote application [sn_cust_rfq] if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Installing case management apps -- Install the necessary applications based on the self-service order and invoice case management options that you want to offer customers on the Business Portal.
Location-based product transactions -- In Sales Customer Relationship Management, agents can create opportunities, quotes, and orders tailored to customer location. These transactions are called location-based product transactions.
Activate location-based transactions -- Turn on location-based transactions for opportunities, quotes, and orders by using the sn_sales_common.enable_location_based_transactions system property.
Use -- As agents and managers, you use the CSM Configurable Workspace to complete various tasks when using the Sales Customer Relationship Management applications.
Lead Management -- Use the Lead Management to create your lead.
Create lead -- Create a lead in the Lead Management application by entering the details, such as customer name, sales stage, lead type, score, and source.
Update lead -- Edit or update a lead in Lead Management.
Assign lead -- Assign a lead to a sales agent in Lead Management.
Add products -- Use the Catalog tab in the Lead Management to add products to your lead.
Get product recommendations -- Choose a needs template from the product selection guide in the product catalog to get product recommendations for sales leads.
Add line items -- Create a new product line item for your lead by entering the details, such as product offering and quantity.
Add lead tasks -- Create lead tasks to follow-up calls, emails, or meetings with your to progress on the lead.
Disqualify -- Disqualify a lead in Lead Management.
Export -- You can export a quote as a JSON file in Lead Management and provide it to a customer.
Customer Engagement Sequences -- Empower sales teams to automate and optimize customer engagement at every stage from initial outreach to renewal and expansion. By orchestrating both automated and manual steps, provide timely, relevant, and consistent engagement experience to every prospect and customer.
Create sequences -- Drive personalized outreach by creating customer engagement sequences that automate timely, relevant interactions that are ideal for nurturing leads, onboarding clients, or re-engaging inactive customers.
Define trigger conditions -- Define trigger conditions that start a sequence by configuring simple triggers, or combining multiple triggers for initiating workflows from multiple record-based events.
Add schedule call activity -- Add a schedule call activity in your sequences to support telesales workflows.
Add decision nodes -- Activate the next stage in the playbook based on the outcome of the previous stage by adding decision nodes while creating or updating a sequence.
Add update task activity -- Dynamically update the sequence task records based on predefined configuration using the Update sequence task activity while designing customer engagement sequences.
Review sequences -- Review sequences in Workflow Studio so you can suggest optimizations and share high-performing sequences across territories to promote best practices across the organization.
View sequence tasks -- View sequence tasks assigned to you from the CSM Configurable Workspace.
Complete sequence tasks -- Execute predefined sequence steps in your sequence tasks in the CSM Configurable Workspace to engage with your prospective customers.
Fulfill a telesales sequence -- Connect with leads or customers using the click-to-call outbound calling capability in telesales flows.
Buying Group -- Sales teams can track decision‑makers, influencers, and evaluators collectively, manage buying decisions that span multiple opportunities or product family, and retain stakeholder context beyond a single sales opportunity.
Engagement metrics -- View a buying group engagement metrics to track how individual members and the group as a whole interact across marketing and sales activities, providing a consolidated view of participation, engagement levels, and buying readiness throughout the buying group lifecycle.
Opportunity Management -- Use the Opportunity Management application to create and manage opportunities, schedule meetings, and track related activities.
Create an opportunity -- Create a new product opportunity in the Opportunity Management application by entering the details, such as account, sales stage, sales cycle type, and deal size.
Add and view details -- Use the Details tab to add and view information about your opportunity, including the source and competitor.
Get product recommendations -- Choose a needs template from the product selection guide in the product catalog to get product recommendations for sales opportunities.
Add line items -- Create a new product line item for your opportunity by entering the details, such as product offering and quantity.
Manage allocations -- Allocate and track sales credit across opportunity team members to recognize individual contributions, improve transparency, and support accurate revenue attribution.
View allocations -- View allocation details and distributed amounts for an opportunity.
Add or edit allocations -- Use the allocations configurator to add new allocation rows, edit existing ones, or split an allocation across multiple contributors.
Split allocation -- Split an allocation row to divide its credit between two contributors while keeping, for example, the same product family and effective date.
Manage touchpoints -- View, create, and delete touchpoints associated with an opportunity from the touchpoints related list.
Add competitors -- Capture competitor details for your opportunity so that you can have winning sales conversations with your customer.
Add opportunity tasks -- Create opportunity tasks to capture additional details of your customer's requirements.
Create appointments -- Create appointments with the required stakeholders to move the business discussion forward for your opportunity.
Add opportunity team member -- Create an opportunity team member for a structured collaboration among multiple users.
Add opportunity associated contact -- Create opportunity for associated contacts to identify each contact’s role when multiple stakeholders are involved.
Compose emails -- Create an email to communicate to your customer the product information that meets their business requirements or the product demo as required by your customer.
Use guided selling -- Track stage exit criteria, complete playbook activities, and manage deal-related actions on an opportunity to advance deals through the sales cycle.
View an existing opportunity -- View an existing opportunity to make changes, such as updating its status or additional details.
Track using Kanban view -- Personalize and manage the opportunities information that is most relevant to you and your stakeholders using the Kanban view.
Export -- You can export an opportunity as a JSON file in Opportunity Management and provide it to a customer. The export opportunity feature in Opportunity Management exports a list of all opportunities.
Create a quote -- Create a quote directly from an opportunity as a sales agent or with integrated roles.
Sync quote and opportunity -- Sync quote information from the quote record to an opportunity record. This keeps the quote data consistent and accurate across both the records and enables sales agents to track revenue from opportunities accurately.
Collaborate with stakeholders -- Initiate a discussion with internal and external stakeholders, such as sales agents, solution consultants, and subject matter experts using sidebar integration with Microsoft Teams.
Location-based transactions -- Agents can create opportunities and support product configurations and services for different locations.
Use location filter -- Use the Service location filter in the product catalog to add products (line items) to a location.
Copy line items to a location -- Duplicate existing line items to another location using Copy on the Line items tab.
Sales Forecasting -- Sales Forecasting uses the current opportunities in the system to predict future opportunity amounts. The Opportunity Management application contains the list of opportunities created for the customers and each of these opportunities are in different stages of the sales cycles.
Create forecast adjustment -- Modify system-generated forecast values based on your judgment and prediction. Sales agents can adjust their individual forecasts and managers can modify team forecasts to align with overall targets. Sales managers can override team-level adjustments and the system automatically recalculates the roll-ups to reflect the updated forecast values.
Submitting a forecast -- Sales agents and managers can finalize and submit forecasts in defined periods to ensure accurate projections. Agents can adjust forecast values, lock them, and submit in the specified time frame.
Sales Territory Management -- Sales Territory Management is a strategic framework for organizing and managing CRM entities such as Accounts, Consumers, Leads, and Opportunities. To assign territories, you can run Run Assignment to automatically distribute CRM entities, or manually update the primary territory.
Assign territory on account -- You can update the primary territory on an account in which Sales Territory Management has been implemented.
Assign territory on opportunity -- You can update the primary territory on opportunity in which Sales Territory Management has been implemented.
Assign territory on lead -- You can update the primary territory on a lead in which Sales Territory Management has been implemented.
Assign territory on consumer -- You can update the primary territory on a consumer in which Sales Territory Management has been implemented.
Activity Management -- Activity Management enables you to log and track every customer interaction across the sales cycle. Touchpoints provide a method to record meetings, calls, appointments, and emails. You can use the Microsoft Outlook add-in to associate emails and create CRM records without leaving your inbox.
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.
Schedule meetings -- Schedule meetings with leads, opportunities, and accounts directly from the touchpoint record. Align internal and external stakeholders, avoid scheduling conflicts, and build a timeline view of customer interactions for risk analysis and planning future actions.
Schedule calls -- Plan and track customer calls to organize and manage follow-ups and outreach and maintain a complete interaction history.
Send emails -- Send emails to customers and stakeholders directly from a touchpoint record without having to leave the workspace. Emails are stored in the CRM system so other agents, managers, and customer success managers have full context about interactions with the customer or account.
Create related tasks -- Create tasks directly from a touchpoint record to assign follow-up actions such as researching customer backgrounds, track post-interaction commitments, and coordinate stakeholders without having to leave the touchpoint workspace. Tasks are automatically linked to the touchpoint so all related activity stays connected.
Schedule appointments -- Schedule appointments with customers and stakeholders directly from a touchpoint record to coordinate in-person or virtual engagements and keep the entire account team informed.
Associate emails with CRM entities -- Link an email to an existing lead, account, contact, or opportunity record directly from Microsoft Outlook. Associating emails with CRM records helps maintain a complete engagement history without having to switch between applications.
View associated emails -- View emails that have been linked to CRM records using the Microsoft Outlook directly from the CSM/FSM Configurable Workspace.
Create CRM records and associate emails -- Create a new lead or contact record and associate an email with it directly from Microsoft Outlook, enabling you to capture new prospects without having to leave your email inbox.
ServiceNow CPQ Configurator -- Agents and customers use the Configurator to customize configurable products in Sales Customer Relationship Management transactions such as opportunities, quotes, and orders.
Using ServiceNow CPQ -- Use ServiceNow CPQ to configure complex products, apply dynamic rules, and generate accurate quotes with speed and precision. You can understand how the CPQ experience works end-to-end—from guided configuration and real-time pricing to document generation and seamless integration with the rules engine.
Launch a solution -- Launch a configurable product to start a solution session. The product you launch becomes the solution root.
Add configurable products -- Trigger a configurable product action in a session to add a child configuration to the solution.
Navigate within a solution -- Use the solution navigation sidebar to move between configurations in a solution session.
Remove configurable product -- Remove a child configuration from a solution by changing the condition of its configurable product action to false.
View solution BOM -- View the solution bill of materials to see all products added across every configuration in the session.
Document generation -- You can use third-party document generation software to output configuration data by pushing information from ServiceNow CPQ to Salesforce.
Use cases -- View a list of example use cases for ServiceNow CPQ.
Use case: Pairing set repeaters and visualization components -- Learn how to configure an experience where the user must answer the same questions several times so that the user is presented with a rendering of the currently configured solution.
Use case: Configuration line item to quote line flow -- By making a few adjustments to a flow template includes with the CPQ Extension package version 1.8 or later, you can parse the extended information from a configuration and map it to custom fields without using a QCP script.
Configurator -- The configurator in Sales Customer Relationship Management is an interface for customizing configurable product offers. The interface displays the product options available and automatically calculates product pricing as you select options.
Create multiple configurations -- Create multiple configurations of a child product offering when you're adding a configurable product to an opportunity, quote, or order. You can then configure the product options and characteristics separately for each offering configuration.
Quote Management -- Use the Quote Management application to build your quote. The interface includes the following tabs to help you create and manage product quotes.
Create a quote -- Create a quote in Quote Management to start the quote building process.
Add and view details -- Use the Details tab to add and view basic information for a quote.
Add products -- Use the Catalog tab in Quote Management to add products to your quote.
Using product offering recommendations -- As a sales agent, you can use recommended product offerings to upsell or cross-sell additional products in your quotes.
Get additional recommendations -- Get product offering recommendations to upsell or cross-sell additional products in quotes.
Add tasks -- Create a single or multiple tasks for a quote and assign those to different agents. Tasks are the various actions that agents perform to create a quote.
Create versions -- Use the Revisions tab to create and view the versions of your quote.
Convert into orders -- Use the Customer Order tab to convert a quote into a customer order in Quote Management.
Add price ramps on a quote line item -- Add price ramps to quote line items to define incremental price changes for recurring product offerings.
Add a header discount -- Apply a percentage-based discount to the entire quote, or to a selected type of line items within the quote. The quote line items automatically inherit the designated discount percentage as a manual adjustment on the quote line level.
Approving or rejecting quotes -- Sales agents request approval for quotes, and approvers decide whether quotes can proceed under an advanced approval workflow.
Add subscription pricing -- Add subscription pricing to a quote or quote line items including start and end dates in Quote Management.
Submit a quote for advanced approval -- Submit a quote for advanced approval to route it to required approvers before sharing it with a customer.
Recall a quote approval request -- Cancel a pending quote approval request to change a quote before resubmitting it for advanced approval.
Approve an approval request for a quote -- Review and approve or reject a quote advanced approval request that is routed to you as part of an advanced approval workflow.
View and update manual pricing adjustments -- Use the Pricing Adjustments tab in Quote Management to view and update manual pricing adjustments made to order line items in your quote.
View an existing quote -- View existing quotes to update the quote status or make other changes.
Export -- Export a list of all quotes in Quote Management and provide it to a customer.
Enable a sales agreement -- Agents can enable a sales agreement for a quote. Once enabled in Quote Management, sales agreements are generated that show the product and service lines and other relevant details for the quote.
Sync with an opportunity -- Agents can sync quote information with an opportunity to ensure that information is consistent between both applications in Quote Management.
Add covered products -- Add a covered product to line items in a quote in Quote Management.
Filter catalogs by location -- Use the location filter on the Catalog tab to filter products by location in Quote Management.
Copy locations for line items -- Use the copy location function to change the location of multiple quote line items in Quote Management.
Create a quote PDF document -- In Quote Management, sales agents can create a PDF of a quote that can be sent to customers for review and signatures.
View a quote PDF document -- Agents can view quote documents in the PDF viewer window. The PDF viewer window has controls that enable agents to manage the PDF.
Use hierarchical list view for line items -- Sales agents can view quote line items as a hierarchical list, which helps to view the parent and child relationship between line items.
Consolidate quotes -- Consolidate renewal quotes to merge multiple quotes for the same account into a single unified quote.
Advanced Approval Management -- Sales teams can use workflows for approving Sales Customer Relationship Management entities such as customer quotes. Workflows begin with approval requests submitted by sales agents, which are then routed for approval by designated approvers.
Working with approval requests as a requester -- As a requester with the approval request writer role, when you submit your request for approval, you preview it, then request approval. You can also recall a request if you need to make changes or update a request if it was rejected, then resubmit it for approval.
Submit a quote for approval -- Submit a quote for approval when you have configured approval rules that require authorization before the quote can be completed.
Working with approval requests as an approver -- As an approver, you can approve or reject the requests in the approval workflow or from the notifications informing you of approval requests for items such as customer quotes. You may also receive approval reminders for pending approval requests.
Review and approve a submitted quote -- As an approver, review the details of a submitted quote and approve the request when it meets your organization's requirements.
Reject or return a quote for revision -- As an approver, reject or return a submitted quote when it does not meet organizational requirements. The quote requester can then revise and resubmit for approval.
View approval history and track status -- Track the progress of submitted quote approval requests. View the complete history of approvals and rejections for audit and reference.
Customer Contracts and Entitlements -- Learn how consumers, managers, agents, and administrators use the Customer Contracts and Entitlements application to generate customer contracts and contract lines.
Using Contracts and Entitlements Workflows -- Learn how contracts and entitlements using workflows enable you to create and manage customer contracts, customer contract lines, and entitlements.
Renew -- Renew customer contracts, contract lines, and entitlements.
Renew a customer contract line -- Renew a customer contract line on the CSM Configurable Workspace. You can renew the services specified in the customer contract line and its associated child customer contract lines and entitlements.
Modify an entitlement -- Modify an entitlement associated to an account so that you can update its existing configurations.
Suspend -- Suspend Customer contracts, contract lines, and entitlements.
Suspend a customer contract -- Suspend a customer contract and its child customer contract lines by creating an order on the CSM Configurable Workspace. Suspending a customer contract suspends or disables the services specified in that customer contract.
Suspend a customer contract line -- Suspend a customer contract line and its child customer contract lines by creating an order on the CSM Configurable Workspace. By suspending a customer contract line, you are suspending or disabling the services and characteristics associated with that customer contract line.
Suspend an entitlement -- Suspend an entitlement by creating an order on the CSM Configurable Workspace. By suspending an entitlement, you are suspending or disabling the services and characteristics associated with that entitlement.
Resume -- Resume customer contracts, contract lines, and entitlements.
Resume a customer contract -- Resume a customer contract and its child customer contract lines by creating an order on the CSM Configurable Workspace. By resuming a customer contract, you are restarting the services specified in that customer contract.
Resume a customer contract line -- Create an order to resume a customer contract line and its child customer contract lines on the CSM Configurable Workspace. By resuming a customer contract line, you are restarting the services specified in that customer contract line.
Resume an entitlement -- Resume an entitlement by creating an order on the CSM Configurable Workspace. By resuming an entitlement, you are restarting the services and the characteristics specified in that entitlement.
Cancel -- Cancel customer contracts, contract lines, and entitlements.
Cancel a customer contract -- Create an order to cancel a customer contract and its child customer contract lines on the CSM Configurable Workspace. By canceling a customer contract, you are terminating the services specified in that customer contract.
Cancel a customer contract line -- Create an order to cancel a customer contract line and its child customer contract lines on the CSM Configurable Workspace. By canceling a customer contract line, you are canceling or disabling the services and characteristics associated with that customer contract line.
Cancel an entitlement -- Cancel an entitlement by creating an order on the CSM Configurable Workspace. By canceling an entitlement, you are canceling or disabling the services and characteristics associated with that entitlement.
Add covered products -- Covered products refers to specific products or order line items that are included in a customer contract. These items are linked to the contract to define what is covered for service or maintenance. Covered products can be directly tracked through the contract records, facilitating changes and visibility of what is covered.
Upsell or Downsell a customer contract line -- Upsell or downsell a customer contract line on the CSM Configurable Workspace. You can reduce or increase the quantities of the products specified in the customer contract line.
Record the usage on the entitlement -- Record the consumption or usages made out of the total characteristic quantities allotted for an entitlement.
Sales Agreement Management -- Learn how managers, agents, and administrators use the Sales Agreement Management application to generate sales agreements from quotes.
Create a sales agreement -- Create a sales agreement from a quote between a buyer and a seller for future transactions.
Order Management -- ServiceNow Order Management provides a centralized platform to create and manage customer and service orders throughout their entire life cycle. It automates the complex process from order capture and enrichment through to fulfillment and closure, promoting seamless coordination between sales, operations, and technical teams.
Order types in Sales CRM -- Customer orders and service orders are the two main type of sales orders in ServiceNow Order Management. Learn about their differences and how to select an appropriate order type for your use case.
Order action types -- Learn how you can take various types of actions for your customer orders. Action types include move, add, change, disconnect, suspension, resume, or no-change of services.
Order life cycle states -- Learn about the order states from initial capture through enrichment, decomposition, fulfillment, and completion.
Order capture methods -- Orders can be created by agents, customers, or using APIs in ServiceNow Order Management. Irrespective of where or how you create orders, all orders can be managed, tracked, and fulfilled using Order Management.
Creating orders -- Familiarize yourself with the steps for creating customer or service orders in Order Management using the CSM/FSM Configurable Workspace.
Create an order -- Create a product or service order for an account or consumer in Order Management.
Filter product catalog by location -- Agents can filter products in the catalog by using the location function in Order Management. The location filter helps agents be more efficient when creating orders.
Add a sales agreement to an order -- Add a sales agreement to an order to set pricing, filter catalog options, and streamline product configuration.
Add products or services -- Add order lines for products or service orders using the product catalog and product configurator in Order Management.
Order quantity support in Order Management -- Learn how you can support and fulfill your customer orders for multiple instances of a product or service. You can create multiple domain orders that equal the order quantity for each instance of the product or service. This way, you can efficiently decompose and manage the fulfillment of your customer orders.
Review order lines -- Once products and services are added to an order in Order Management, you can set up order lines with order characteristics, pricing adjustments, and other items.
Add a header discount -- Apply a percentage-based discount to an order. You can apply it to the entire order or specific line item types. The order line items automatically inherit the designated discount percentage as a manual adjustment on the order line level.
Price adjustment breakdown -- Order agents can view the price adjustments that were applied to the base price in the price list to reflect attribute adjustments and any custom adjustments that you added through the pricing plan, and see how the net price was calculated while processing orders.
Add subscription pricing -- Add contract pricing to an order or order line items including start and end dates in Order Management.
Review and submit an order -- Review all the order line items as the next step in the process to create a product order. Edit the order details as needed before submitting it for fulfillment approval.
Create a request definition -- Create a request definition and configure it into an order task to help your agents provide additional order attributes for the order fulfillment from the CSM/FSM configurable workspace.
Enriching orders -- Order enrichment is a post-capture stage in the Order Management life cycle that enables fulfillment agents to gather additional information from customers for complex orders before submitting the order for approval.
Capture enrichment details -- Collect additional order details and technical information necessary for order decomposition and fulfillment, promoting accurate delivery and helping prevent delays or fallouts for complex products or services.
Order header tasks -- Order header tasks are associated with an order at the header or top order line item level, independent of domain orders or fulfillment tasks. They can be generated automatically or created manually to support validation and coordination activities.
Create an order header task -- Create an order header task manually to track and coordinate activities at the order level that are not tied to a specific domain order or fulfillment task.
Approving orders -- Fulfillment managers bridge the gap between order intake and execution by reviewing the order information and deciding whether an order is ready to proceed or requires further review.
Validate compatibility of related items -- Validate the related order line items of your customer order, which includes the horizontal specification relationships, to make sure that the order-related information is correctly generated to fulfill your customer order.
Approve orders -- Approve an order in Order Management to begin decomposition and fulfillment process.
Reject orders -- Reject a customer or service order in scenarios where the customer request is invalid, the product or service is no longer available, or the pricing or terms are incorrect.
Order decomposition -- Order decomposition is the process of breaking down an approved customer or service order into a set of smaller, manageable domain orders for fulfillment. This process is driven by definitions in the product catalog to ensure that all necessary components are provisioned correctly. Learn about the decomposition process for customer and service order and their differences.
Order decomposition examples -- Examples using demo data illustrating how customer and service orders can be decomposed under diverse conditions help you to understand the decomposition process. The conditions include optional characteristics, quantity-based decomposition, staggered fulfillment, and exclusion rules that support complex order management and fulfillment workflows.
Staggered decomposition -- Learn how you can stagger the decomposition for your customer orders. You can decompose your customer orders in multiple iterations by using the available information at the domain level, rather than decomposing an entire customer order at one time after it is approved for fulfillment.
View domain orders -- View product, service, or resource orders for tracking the fulfillment process, verifying that all required tasks and suborders are created correctly, and confirming that the order progresses through its life cycle as expected.
Customer order decomposition -- Learn about the customer order decomposition, including quantity-based decomposition, handling change orders with updated quantity characteristics, and support for quantity revisions in in-flight orders.
Order orchestration -- Order orchestration begins after a customer or service order is decomposed into smaller, individual product and service orders. The primary goal of order orchestration is to promote accurate, timely, and efficient fulfillment of orders.
Using the order orchestration UI -- By using the order orchestration user interface (UI), you can make sure that you do all the tasks that are required to fulfill your customer orders. You can also view the complete order hierarchy, the status of the associated decomposed orders, the order line items, and the order tasks.
Inflight order changes -- Manage how your organization receives changes for customer orders, service orders or individual line items that are still being orchestrated and fulfilled. By using inflight change order management, you can designate when you permit such changes. You can also assess the impact of the requested changes for an order or order line item, and automatically generate a plan to compensate for them when you approve the revision or cancellation request.
Inflight order change fields -- Learn how the ServiceNow AI Platform uses key fields in the Customer Order and Order Line Item forms to track your order changes and cancellation requests. You can see how these fields operate and what information they show you when you revise or request a cancellation of an order, or order line items.
Cancel orders -- Cancel an inflight order, or order line item when a customer requests it or your internal personnel determine an order cancellation is necessary.
Revise orders -- Revise order line items to update product quantity for ongoing orders.
Delete orders -- Delete order or order line items if you no longer require them to be part of the order.
Approve order revisions or cancellations -- Review a customer or service order that has a pending revision or cancellation request so that you can make sure that the order is correct and complete. You can also approve the order and order line item revisions or cancellations requests.
Order fulfillment -- Learn about the order fulfillment process and tools available for monitoring and tracking order tasks so your teams can fulfill orders efficiently, handle exceptions in a timely manner, and drive customer satisfaction.
View an order timeline -- View Gantt chart timelines that display the status of a domain order and order tasks, show dependencies between order tasks, and identify tasks that are in jeopardy.
Review an order orchestration plan -- Track the progress of an order in the fulfillment process by reviewing the orchestration plan for the order, its order line items, and domain product, service, or resource orders. By using the order orchestration UI, you can easily identify and resolve any delays or fallouts so that you can do the order fulfillment process more efficiently.
Close order tasks -- Review and update the fulfillment tasks that are associated with an order, or order orchestration plan, so that you can make sure that all tasks are properly completed.
Sold product creation -- Learn how the Order Management application creates and maintains the customer product and service inventory. By using this application, you can maintain an accurate inventory of your customer products and services.
Horizontal relationships -- By using a compatibility rule, you can define the horizontal relationships between your product, service, and resource specifications.
Managing order fallout -- Order fallout occurs when an order encounters an error in its normal fulfillment flow. Learn how Fallout Management enables you to identify, investigate, and resolve order issues so that orders can be processed to completion.
Creating automated fallout records -- With Fallout Management, a provider can create automated fallout records for specific order tasks so that your orders can continue processing through to completion.
Create a manual fallout record -- Create a fallout record manually for an order task that has a condition or issue that prevents it from being completed.
Review a fallout record -- Review a fallout record to make sure that the detailed information is correct and complete.
Update a fallout record -- Review the detailed information for a selected fallout record to verify that the information is correct and complete. You can change the fallout type, state, or priority. You can even assign it to a specific person to follow up on.
Resolve order fallouts -- Learn how to close the order fallout tasks in Order Management so that you can progress with order fulfillment.
Monitoring order jeopardy -- Order managers and agents can monitor jeopardy-enabled fulfillment tasks. When a task enters jeopardy, managers can take action to ensure the fulfillment workflow isn’t delayed.
Managing post-fulfillment order changes -- Efficiently handle a variety of post-fulfillment changes to maintain service quality and operational accuracy after initial order fulfillment. These changes include canceling, suspending, resuming, disconnecting, and modifying orders. Each change type has distinct workflows, dependencies, and impacts on inventory and service states.
Request post-sale change orders -- Learn how to create orders for disconnecting, suspending, resuming products or services and changing specifications, characteristics, or service location for orders after an initial order has been fulfilled.
Move order -- The move order helps agents to change the location for product inventory at the order line level.
Suspend and resume products -- You can use suspend and resume actions to temporarily suspend or inactivate your product and service inventories. That way, you can capture a customer's suspend request and resume the products and services later.
Managing service orders -- Learn how to qualify and manage service orders, work with external product inventory, and manage outbound requests.
External product inventory ID -- You can use a product inventory ID from external Configure, Price, and Quote (CPQ) systems in the Order Management application to complete the order fulfillment flow for various actions on the product and service orders.
Review external product inventory details -- Review the external inventory details of the customer orders that you’ve received from the external Configure, Price, and Quote (CPQ) system during the order capture process.
Create outbound requests for service orders -- As a provider, create an outbound request for the service orders. You can interact with the external Service Order Management (SOM) or Technical Order Management (TOM) systems to manage the end-to-end order fulfillment process.
Orders for 5G sliced networks -- A communication service provider (CSP) can define 5G services in the technical catalog and manage the creation and fulfillment of these orders for a sliced network.
Service qualification requests -- Use the Technical Service Qualification API to evaluate a service request for feasibility and availability before you submit an order for fulfillment in the Order Management application.
Process Qualification Request subflow -- The Process Qualification Request subflow generates a qualification request based on the customer order, sends the request to the third party inventory system, and executes the integration request.
Edit order qualification request -- Use the Order Qualification Request integration request type in the Order Management for Telecommunications application to process the customer order qualification requests and retrieve the results from the external inventory systems.
Reviewing customer or partner accounts -- Learn how your order entry and fulfillment agents, managers, and fulfillers can use the 360 View in the Order Management application to get a better perspective about the activity that is associated with a customer's or partner's account.
Review an account using the 360 View -- Review a customer or partner's account by using the 360 View in the Order Management application. You can track the service contracts of your customers or partners. You can also view customer and service orders, cases, products, and equipment to see how you can improve your customer service.
Lead-to-Cash Process Management -- Sales process managers can use Lead-to-Cash Process Management to create sales process records and monitor and track sales processes through a consolidated dashboard.
Create a sales process record -- Monitor and track sales activities for a customer account by creating a sales process record in Lead-to-Cash Process Management.
Navigating sales process dashboard -- Become familiar with the various elements that make up the sales process dashboard in the Lead-to-Cash Process Management application.
Create task checklists -- Create and manage checklists to track progress on completing routine or repetitive tasks and processes such as fulfilling orders.
Add attachments -- Attach files, documents, or images such as implementation plans, customer-provided specifications, or finalized quotes related to a customer account you're monitoring with a sales process record.
Manage attachments -- Rename, download, or delete files, documents, or images such as implementation plans, customer-provided specifications, or finalized quotes related to a customer account you're monitoring with a sales process record.
View and send emails -- View consolidated emails for all hard-linked entities monitored in a sales process record and compose emails from the sales process dashboard.
Create business process tasks -- Track tasks for sales process records in Lead-to-Cash Process Management such as the closure of all linked opportunities or generating orders.
Partner Relationship Management -- Install the Partner Relationship Management plugin (com.snc.partner_relationship_management) to enable administrators and channel partners to collaborate through the Partner portal and PRM workspace. As an Enterprise Partner Relationship Manager, you can manage partner relationships, approvals, and sales activity. As a channel partner, you can access the Partner portal to register deals, create quotes, and track opportunities—all from a single, branded experience.
Create Channel Partner record -- Create and track channel partner records on the partner workspace to manage and store all information related to the channel partners.
Product catalogs -- The product catalog provides a visual display of the available product offerings that can be added to a Sales Customer Relationship Management transaction, such as an opportunity, quote, or order. Use the catalog interface to add simple products and complex products that can be further customized.
Use AI Search in product catalogs -- As an agent or customer, use AI Search queries in the product catalog to find relevant product offerings or service specifications. For example, you can search by product offering characteristics or other attributes, when adding products in Sales Customer Relationship Management transactions.
Business Portal -- Business-to-business (B2B) customers can use the Business Portal to browse product catalogs, create product orders, create and view order cases, manage invoice and invoice cases, and request for quotes.
Access the Business Portal -- Customers can access the Business Portal from their instance to browse products and create orders.
Submit a request for quote from the Business Portal -- Browse products and submit a request for quote (RFQ) based on your budget and pricing preferences for those products directly through the Business Portal, eliminating the need to engage a sales agent.
View RFQs -- Access, review, and track all your submitted quote requests directly from the Business Portal without having to contact a sales agent.
View quotes -- View quotes generated for your account directly from the Business Portal. The list includes quotes generated from requests for quotes (RFQs) submitted by you and quotes created offline by a sales agent via the CSM Configurable Workspace.
Convert RFQ to quote -- Create quotes from RFQ requests submitted by your customers via the Business Portal so you can share the quote with them and expedite the quote-to-order process.
Request updates for one or more orders -- Request changes to the expected order fulfillment date and shipping location for one or more orders or to draw attention to an issue by creating an order case from the Business Portal.
Request updates for items in a single order -- Request changes for the expected order fulfillment date, shipping location, or quantity for specific items in an order by creating an order case from the Business Portal.
View order case details -- View the list of order cases and their state from the Business Portal.
View invoices -- Access your invoices and invoice line details from the Business Portal to track billing information and identify discrepancies.
Dispute an invoice line -- Challenge discrepancies in invoiced quantity, part number, billing location, or shipping location for a single invoice line item via the Business Portal using the playbook experience.
Dispute multiple invoices -- Challenge discrepancies in billing or shipping locations that affect multiple invoices via the Business Portal using the playbook experience.
Resume invoice case creation -- Pick up an invoice case where you left off by resuming draft invoice cases from Business Portal.
View invoice case details -- View invoice case details, status, activity history, and attachments from the Business Portal.
Respond to invoice dispute cases -- Stay engaged on your invoice dispute case by communicating with a billing specialist and uploading supporting documents, such as proof of delivery or receipts, directly from the Business Portal to help expedite resolution.
Integrate -- You can use various ServiceNow store applications and integrations to further extend the capabilities of Order Management.
Order Management for providers with Service Exchange -- The Service Exchange Order Management for Providers application enables service providers to use Order Management to create product offerings and service specifications that Service Exchange consumers can order from service catalogs in their ServiceNow instances. Order agents and fulfillers can then complete the orders and requests on the provider instance.
Configuring Service Exchange Order Management for Providers -- Configure the Service Exchange Order Management for Providers application, which enables providers to use Order Management to create and fulfill product orders over Service Exchange. Providers publish the product offerings and service specifications as remote catalog items so that consumers can order from the Service Catalog on their own instance.
Install Service Exchange Order Management for Providers -- You can install the Service Exchange Order Management for Providers application (sn_sb_pro) if you have the admin role.The application includes demo data and installs related ServiceNow Store applications and plugins if they're not already installed.
Create a product offering for a remote catalog item -- Create a product offering in a Service Exchange provider instance. When you publish the product offering, a remote record producer is created for the remote catalog item.
Create a service specification for a remote catalog item -- Create a service specification on a Service Exchange provider instance. When you publish the service specification, a remote record producer creates the remote catalog item for the service specification.
Associate consumer criteria to a remote record producer -- In the provider instance, associate the appropriate consumer criteria to the remote record producer created for a remote catalog item. The consumer criteria determines which consumers are entitled to the catalog item. Service Exchange automatically generates the entitlement records that are replicated to eligible consumer instances.
Retire a remote catalog item -- Retire a product offering or service specification used in a remote catalog, which automatically retires the corresponding remote record producer. When the remote record producer is retired, the remote catalog item is removed automatically from the service catalog on the consumer instance.
Creating orders from Service Portal catalog items -- When consumers use the Service Portal on their instance, they can place orders for catalog items that have bundled product specifications. They can also cancel an order, and review and manage product and service inventory.
Integrating Order Management with FSM -- Provides an integration between the Order Management and the Field Service Management applications. This integration is available to all ServiceNow customers with the Order Management (com.sn_ind_tmt_orm) plugin, Field Service Management Configurable Workspace (com.snc.uib.fsm_agent_workspace) plugin, and Field Service Management (com.snc.work_management) plugin.
Configuring automatic creation of work orders -- You can enable automatic creation of work orders from Order Management for Telecommunications, Media, and Technology to Field Service Management. Work orders are created for domain orders and order tasks. To configure the automatic creation of work orders, configure the decision tables in the decision builder.
Configure work order creation for a domain order -- You can enable automatic creation of work orders from Order Management for Telecommunications, Media, and Technology to Field Service Management. Work orders are created for domain orders and order tasks. To configure the automatic creation of work orders, configure the decision tables in the decision builder.
Configure work order creation for order task -- You can enable automatic creation of work orders from Order Management for Telecommunications, Media, and Technology to Field Service Management. Work orders are created for domain orders and order tasks. To configure the automatic creation of work orders, configure the decision tables in the decision builder.
Synchronization of information between Order Management and FSM -- The integration between Order Management and Field Service Management provides support for the end-to-end order fulfillment process. The following scenario shows the seamless synchronization of data, customer information, status, and other updates between Order Management and Field Service Management.
Creating project templates and project template tasks -- You create the project templates and project template tasks that Order Management uses to instantiate projects for order lines and associated domain orders and order tasks.
Setting up project oversight conditions and decision rules -- As an admin, you create and maintain the conditions and decision rules that determine whether an order item qualifies as a project that can be tracked in Strategic Portfolio Management. You also specify the project template that Order Management uses to create that project for the order item.
Configure project oversight for order lines -- Specify the conditions and decision rules that qualify an order line for project oversight. You also specify the project template used by Order Management to create the project for the order line.
Configure project oversight for domain orders -- Specify the conditions and decision rules that qualify domain orders for project oversight. You also specify the project template task used by Order Management to create the project for domain orders.
Configure project oversight for order tasks -- Specify the conditions and decision rules that qualify order tasks for project oversight. You also specify the project template task used by Order Management to create the project for order tasks. The project template task defines the project tasks for the order tasks.
Site project management oversight for product offering -- Specify the conditions and decision rules that qualify the product offering for site project oversight. You also specify the project template task used by Order Management to create the project for product offerings.
Choosing a project template task when duplicates exist -- As an admin, when you're configuring the decision rules for domain orders and order tasks, you may find that there are multiple project template tasks with the same Short description. It may be difficult to determine the correct project template task to select.
Verify the sys_id of a project task template -- Determine if you're using the correct project task template for domain orders or order tasks by checking the sys_id of the project template task.
Configure field mappings -- Configure the CSM table maps to associate fields in order lines, domain orders, and order tasks to projects in Service Portfolio Management.
Control automatic closure of project tasks -- Manage the automatic closure of projects in the SPM integration by using the sn_ind_tmt_orm.project.task.auto.closure system property.
Managing inflight order for site projects -- Manage how your organization receives changes for customer orders, service orders or individual line items that are still being orchestrated and fulfilled.
Tracking order tasks and associated projects -- With the SPM integration, project managers and fulfillment agents or managers can track projects in Strategic Portfolio Management that have associated order tasks in Order Management.
Order Management diagnostics capability -- Agents can use ServiceNow Order Management diagnostics capability to diagnose and resolve service issues related to order tasks and domain orders.
Diagnose and resolve an order task -- As a customer service agent, review, diagnose, and resolve, and close an order task for the service-related issue experienced by the customer.
Diagnose and resolve a domain order -- As a customer service agent, review, diagnose, and resolve, and close a domain order for the service-related issue experienced by the customer.
ServiceNow CPQ with other apps -- Learn how ServiceNow CPQ connects with downstream systems and UI frameworks—visualization engines (CDS, kBridge, Threekit), eCommerce storefronts (Shopify, headless), and Salesforce (CPQ, B2B Commerce, Base Package)—to deliver real-time, guided configuration, pricing, and ordering at scale.
Set up a runtime client -- Configure a runtime client. Doing so creates a token that you can use to authenticate runtime calls. This can be useful when ServiceNow CPQ is embedded in a VisualForce page.
Using CPQ user access management -- Manage access to the ServiceNow CPQ Admin interface. Grant or remove admin rights and troubleshoot access issues.
User Access Control reference -- Control Admin access levels using CSV imports. Assign NONE, READ, EDIT, or ADMIN permissions to specific areas.
User access -- Learn how to grant or revoke admin access for a user. Existing users have admin access by default, while new users have only end-user access.
Integrating ServiceNow CPQ with visualization tools -- Learn how ServiceNow CPQ connects to third-party visualization engines—CDS, kBridge, and Threekit—to render 2D/3D product views that respond to configuration inputs in real time.
Integrating kBridge visualization -- Integrate kBridge for real-time 3D visualization. Sync configuration inputs with visual updates to enhance user experience.
Integrating Threekit visualization -- Integrate Threekit for visualization. Sync configuration inputs with visual updates to enhance user experience.
Integrating ServiceNow CPQ with Shopify -- The ServiceNow CPQ app for Shopify enables stores to seamlessly manage and sell configurable products using ServiceNow CPQ advanced CPQ (Configure, Price, Quote) features. Installation and setup are streamlined, and robust Admin options are provided for both technical and non-technical users.
Refreshing a ServiceNow CPQ connected Salesforce org -- Refreshing a Salesforce org severs the database sync between ServiceNow CPQ and Salesforce. To get things working again, take these steps after the refresh.
ServiceNow CPQ and Salesforce base package overview -- The ServiceNow CPQ and Salesforce base package lets the user use Salesforce Product2 records as configurable products in ServiceNow CPQ, launch the ServiceNow CPQ Admin from Salesforce, and integrate the two applications in other useful ways.
Reference -- Reference topics provide additional information about the Sales Customer Relationship Management applications.
Sales CRM APIs -- Sales Customer Relationship Management (Sales CRM) APIs provide endpoints to create and manage Sales CRM entities such as pricing, leads, quotes, and orders from external systems.
Lead Management reference -- Reference topics provide additional information about the Lead Management application.
Components installed with Lead Management -- Several types of components are installed with activation of the Lead Management plugin, including tables and user roles.
Lead details form -- Field descriptions for editing or reviewing details on the Lead form for Lead Management.
Lead tasks form -- Field descriptions for editing or reviewing details on the Create New Lead Task form in the Lead Management and CRM Touchpoints modules.
Lead appointment form -- Field descriptions for editing or reviewing details on the Create New Appointment form in the Lead Management and CRM Touchpoints modules.
Opportunity Management reference -- Reference topics provide additional information about the Opportunity Management application.
Opportunity details form -- Field descriptions for editing or reviewing details on the Opportunity form for Opportunity Management.
Create appointment form -- Field descriptions for editing or reviewing details on the Create New Appointment form in the CRM Touchpoints and Opportunity Management modules.
Opportunity tasks form -- Field descriptions for editing or reviewing details on the Create New Opportunity Task form in CRM Touchpoints and Opportunity Management modules.
Automation form fields -- The Automation form enables you to configure properties and pull data from referenced tables for an automated call attempt.
Components installed with Buying Group -- Several types of components are installed with activation of the Buying Group[var.buying-group] plugin, including user roles and tables.
Activity Management reference -- Reference topics provide additional information about the Activity Management application.
Components installed with CRM Touchpoints -- Several types of components are installed with activation of the CRM Touchpoints plugin, including tables and user roles.
Quote creation via Self-Service fields -- Store the main details related to a quote submitted and track the life cycle of the quote through its stages on the self-service quote (sn_quote_mgmt_core_quote) table. Use the fields to manage and store information related to quote creation.
Customer Contracts and Entitlements reference -- Reference topics provide additional information on service contract life cycle and forms available within the Customer Contracts and Entitlements application.
Customer contract life cycle -- A customer contract goes through the various states in each phase of its life cycle.
Customer contract form -- The Customer Contracts and Entitlements application uses the Customer contract form to create customer contracts.
Customer contract line form -- You can create customer contract lines in the Customer Contracts and Entitlements application by using the Customer Contract Line form.
Entitlement form -- The Entitlement form can be used to create entitlements in Customer Contracts and Entitlements.
Sold Product Covered form -- The Customer Contracts and Entitlements application uses the Sold Product Covered form to add sold products or install base items that are covered to the Customer Contracts and Entitlements entities.
Session and configuration timeouts -- Learn how timeouts for inactive or abandoned configurations improve system efficiency and prevent resource waste.
Troubleshooting -- Steps to take if you encounter problems using ServiceNow CPQ.
Limits -- Structural limits that apply to solution configurations, including hierarchy depth, total configuration count, and field mapping constraints.
Field mapping field types -- Field types that are supported as source and target fields in solution configuration field mappings.
ServiceNow CPQ Support Team access to customer Salesforce sites -- Learn how ServiceNow CPQ support team members can securely access customer Salesforce and ServiceNow CPQ Admin environments for troubleshooting. This article outlines recommended access methods, user-management practices, and considerations for customers with stricter security policies.
ServiceNow CPQ Upgrade Schedule -- ServiceNow CPQ updates customer environments on a predictable bi-weekly schedule to deliver new features, enhancements, and fixes. Test environments are upgraded first, with production updates following after at least 14 days to ensure stability. You can identify your environment’s sector from its URL and refer to the Upgrade Calendar to see which version your instance is currently running.
Glossary -- A list of terms used in ServiceNow CPQ
Components installed with Order Management -- Several types of components are installed with activation of the Order Management plugin, including tables and user roles.
Account Details form -- The Accounts Details form enables you to create or review account details for a customer or for a partner.
Order details forms -- The Order details forms enable you to select, review, and modify captured customer or service orders.
Customer Order fields -- The Order details forms enable you to select, review, and modify captured customer or service orders.
Pricing fields -- The Order details forms enable you to select, review, and modify captured customer or service orders.
Totals fields -- The Order details forms enable you to select, review, and modify captured customer or service orders.
Dates fields -- The Order details forms enable you to select, review, and modify captured customer or service orders.
Address fields -- The Order details forms enable you to select, review, and modify captured customer or service orders.
Notes fields -- The Order details forms enable you to select, review, and modify captured customer or service orders.
Details fields -- The Order Line Items form enables you to select, review, and modify the captured customer or service order line items.
Dates fields -- The Order Line Items form enables you to select, review, and modify the captured customer or service order line items.
Shipping address fields -- The Order Line Items form enables you to select, review, and modify the captured customer or service order line items.
Notes fields -- The Order Line Items form enables you to select, review, and modify the captured customer or service order line items.
Order line related items -- The Order Line Items form enables you to select, review, and modify the captured customer or service order line items.
Price adjustment fields -- The Order Line Items form enables you to select, review, and modify the captured customer or service order line items.
Order Tasks form -- The Order Task form enables you to review and update the fulfillment tasks that are associated with the selected order.
Order Characteristics form -- The Order Characteristics form enables you to review and modify order characteristics for a customer or service order.
Customer order states -- Use the State fields on the customer order management forms to determine the current processing state for the customer order and to perform certain types of customer order actions, such as canceling a customer order.
Service order states -- Use the State fields on the Order Management forms to determine the current processing state for the service order and to perform certain types of order actions, such as canceling an external service order.
Inbound request states -- An inbound request transitions through a series of states as ServiceNow AI Platform processes the asynchronous order received via an API.
Domain order forms -- The domain order forms enable you to review and modify the domain product orders, service orders, and resource orders for a selected customer or service order.
Product order form -- The Product Order form enables you to review and modify the domain product orders that are associated with a selected customer order.
Service order form -- The Service Order form enables you to review and modify domain service orders that are associated with a selected customer order.
Resource order form -- The Resource Order form enables you to review and modify domain resource orders associated with a selected customer order.
Components installed Fallout Management -- Several types of components are installed with activation of the Fallout Management plugin, including tables and user roles.
Fallout Management data model -- Manage and fix the processing issues that occur during the fulfillment of a customer or service order. With Fallout Management, you can identify the order processing exceptions and create a fallout record to investigate and resolve the underlying processing issue. Fallout Management enables a customer or service order to continue until it's completed.
Fallout form fields -- The Fallout form enables you to manually create, review, and modify the order fallout records.
Domain separation -- Domain separation is supported for Order Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.OM revamp project - This topic was unhidden on Oct 30, 2025. Toby reviewed and approved it.
Order operations -- Reference for order operations applications.
Return Merchandise Authorization Case Management -- Reference topic provides additional information about lists and forms that you can use to configure Return Merchandise Authorization (RMA) Case Management.
Member registration form -- Use the member registration form on the Partner portal to register members to a partner organization.
General Inquiry form -- Use the general inquiry form on the Partner portal to raise queries and get in touch with the enterprise.
Channel partner table fields -- Use the fields on the channel partner [sn_prm_channel_partner] table to manage and store information related to channel partners.
Roles and components of Deal Registration Management -- The Deal Registration Management application (com.snc.deal_registration_management) uses roles to provide access to information, identify internal and external users, and maintain data security.
Roles and components of Segment Management -- The Segment Management application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between segments and partners.
Roles and components of Sales Common -- The Sales Common for Channel Partners plugin (com.snc.partner_relationship_management_sales_common) application uses roles to provide access to information, identify internal and external users, and maintain data security.
Quote creation via Self-Service fields for Channel Partners -- Store the main details related to a quote submitted by a partner and track the life cycle of the quote through its stages on the self-service quote (sn_quote_mgmt_core_quote) table. Use the fields to manage and store information related to quote creation by channel partners.
Partner program table fields -- Enable channel partners to participate in structured initiatives designed to drive revenue, enhance market reach, and build customer relationships by using the Partner Program [sn_prm_partner_program] table.
Partner program relationship table fields -- Establish a relationship between channel partners and partner programs with the Partner Program Relationship [sn_prm_partner_program_relationship] table.
Domain separation for Partner Relationship Management -- Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can then control several aspects of this separation, including which users can see and access data.
Program segment mapping table fields -- Establish a mapping between a program and a segment on the program segment mapping (sn_prm_program_segment_mapping) table to determine whether a segment belongs to the appropriate partner program.
Program segment criteria table fields -- You can establish a mapping between the program segment mapping table and the criteria using the program segment criteria (sn_prm_program_segment_criteria) table.
Program criteria table fields -- Establish a mapping between the partner program (sn_prm_partner_program_relationship) table and the entity criteria (sn_req_criteria_customer_condition) table.
Deal registration table fields -- Store the main details related to a deal submitted by a partner and track the life cycle of the deal through its stages on the deal registration (sn_prm_dr_deal_registration) table.
Deal registration line table fields -- The deal registration line table contains line items linked to a deal registration, each referencing a specific product offering.
Deal registration type table fields -- Configure the deal registration type table to define how a channel partner can be associated with a deal or is contributing to the associated deal.
Partner program deal type relationship table fields -- Configure the Partner Program Deal Type Relationship (sn_prm_dr_pp_deal_type) table to ensure that the correct deal types are associated with the correct partner programs.
Channel Partner components on workspace -- View the various components on the channel partner form to get a consolidated overview of all the entities associated with the channel partner.
Multilingual product catalog entities -- Starting with Product Catalog Management Core release v19.0.0, certain Product Catalog Management tables have product catalog fields that support multilingual text. In the Data Dictionary, these fields have changed from type string to type translated_text. As an admin, you can display these fields in multiple languages in the product catalog interface.
Business Portal reference -- Reference topics provide additional information about the components such as roles and tables that are installed with various Business Portal plugins.
Components installed with Sales Cart -- Several types of components are installed with activation of Sales Cart including tables, user roles, and scheduled jobs.
Request for quote (RFQ) states -- An RFQ can move through different states during its life cycle after being submitted by the customer based on agent activity in the CSM Configurable Workspace.
Invoice states -- Invoices move through different states during its life cycle after an accounts payable specialist processes the invoice.
Invoice case states -- An invoice case moves through different states during its life cycle after an accounts payable specialist processes it.
Invoice case field descriptions -- Field descriptions for invoice case headers and invoice case line list views on the Business Portal.
total contract value (TCV) -- Learn about terms and concepts that are unique to Sales Customer Relationship Management.
transaction header -- Learn about terms and concepts that are unique to Sales Customer Relationship Management.
transaction line -- Learn about terms and concepts that are unique to Sales Customer Relationship Management.
transient products -- Learn about terms and concepts that are unique to Sales Customer Relationship Management.
unit of measure -- Learn about terms and concepts that are unique to Sales Customer Relationship Management.
up-sell -- Learn about terms and concepts that are unique to Sales Customer Relationship Management.
upside -- Learn about terms and concepts that are unique to Sales Customer Relationship Management.
versioning -- Learn about terms and concepts that are unique to Sales Customer Relationship Management.
volume pricing -- Learn about terms and concepts that are unique to Sales Customer Relationship Management.
weighted amount -- Learn about terms and concepts that are unique to Sales Customer Relationship Management.
win rate -- Learn about terms and concepts that are unique to Sales Customer Relationship Management.
won -- Learn about terms and concepts that are unique to Sales Customer Relationship Management.
workflow -- Learn about terms and concepts that are unique to Sales Customer Relationship Management.
Now Assist for SFA -- Now Assist for Sales Force Automation (SFA) application packages ServiceNow platform AI capabilities to deliver AI-powered insights and automation to drive faster, smarter sales and order processes.
Explore -- With the Now Assist for Sales Force Automation (SFA) application, sales agents can manage the lifecycle of leads by automating outreach, follow-up communications, demo bookings, and handling lead disinterest or opt-outs. It can operate independently or under human supervision, thereby streamlining engagement and demo scheduling.
Configure -- If you have the admin role, you can configure the Now Assist for Sales Force Automation (SFA) application so that agents can use the generative AI capabilities in the CSM Configurable Workspace.
Customize opportunity summarization skill -- Configure the opportunity summarization skill to generate AI-powered opportunity summaries in the CRM Workspace, including which data sources and fields contribute to the summary.
Use generative AI -- Now Assist for Sales Force Automation (SFA) includes a generative AI skill that summarizes opportunities in the CRM Workspace. The summary synthesizes emails, meetings, touchpoints, work notes, and line items into a deal overview. In domain-separated environments, the skill uses only data within the user's domain.
Summarize an opportunity -- Generate an AI-powered summary of an opportunity in the CRM Workspace to get an immediate view of key details, customer needs, recent activity, and risks without reviewing multiple records.
Manage opportunity records -- Retrieve, update, create, and delete opportunity records and related CRM data from an MCP client using plain language.
Use agentic workflows -- Use the Now Assist for Sales Force Automation (SFA) AI agent collection to complete tasks autonomously.
Help nurture new leads -- Use the Help nurture new leads agentic workflow to process the entire lead record process.
Now Assist for CPQ -- Use the ServiceNow Now Assist for Configure, Price, Quote (CPQ) application to reduce manual effort, improve consistency, and support faster, more accurate quote creation.
Explore -- With the Now Assist for Configure, Price, Quote (CPQ) application, you can use generative AI to summarize quotes and provide immediate, comprehensive visibility into key quote information such as products, pricing, and terms. This functionality reduces errors, accelerates quote creation, and helps teams deliver accurate quotes faster.
Configure -- Configure the Now Assist for Configure, Price, Quote (CPQ) application so that your agents can use the generative AI skills in CSM Configurable Workspace and Business Portal.
Customize a quote summarization -- Configure the Now Assist for Configure, Price, Quote (CPQ) application so that the agent can use the generative AI skills in the CSM/FSM Configurable Workspace and Business Portal.
Use -- Use agents in an agentic workflow or as standalone agents to achieve specific automated outcomes.
Summarize a quote -- Summarize a quote to generate a consolidated report of a quote record to quickly understand the quote without manually reviewing multiple fields, line items, or related records.
Manage quotes using the Quote AI Agent -- Use the Quote AI Agent to create a quote, modify an existing quote, or review a quote that the agent generated automatically from a trigger condition.
Now Assist for Order Management -- Use the ServiceNow Now Assist for Order Management application to improve agent and customer productivity and efficiency in their respective workflows.
Explore -- With the Now Assist for Order Management application, you can use generative AI to summarize complex orders involving multiple products, services, and fulfillment tasks for faster, more accurate decision-making and improved customer responsiveness.
Configure -- If you have the admin role, you can configure the Now Assist for Order Management application so that your agents can use the generative AI skills in the CSM/FSM Configurable Workspace and Business Portal.
Customize order summarization skill -- Configure the Now Assist for Order Management application so that your order agent and fulfillment agent can use the generative AI skills in the CSM/FSM Configurable Workspace and Business Portal.
Enable manage order operations agent -- Activate and associate the manage order operations agent on the Business Portal so that your customers can use this agent to submit order cases autonomously using Now Assist.
Email notifications for order cases -- The manage order operations AI agent sends automated emails to your B2B customers when an order case is opened from a Business Portal chat conversation and when the order case is closed with a successful resolution. The Manage Order Operations application includes two default email templates that you can customize.
Configure extension points -- Configure scripted extension points so that the manage order operations chat assistant can check product availability, validate order exception requests for delivery, quantity, and shipping location, and evaluate quote thresholds against your external inventory, ERP, or pricing systems.
Configure invoice dispute intake -- Activate and associate the invoice dispute intake assistant AI agent on the Business Portal so that your customers can submit invoice cases autonomously using Now Assist Virtual Assistant.
Configure invoice quantity validation -- Implement the invoice quantity check extension point to enable the invoice dispute intake assistant AI agent to validate a customer's quantity dispute claim by reconciling it with delivered quantity data from your Enterprise Resource Planning (ERP) or inventory system.
Configure invoice resolution -- Implement the invoice case resolution extension point to enable the invoice dispute intake assistant AI agent to resolve a validated quantity dispute by issuing a credit note or placing an order for the disputed quantity.
Enable invoice dispute assist -- Configure the invoice dispute assist agentic workflow in AI Agent Studio to make it available to agents in the Now Assist panel in the CSM/FSM Configurable Workspace.
Use -- Use agents in an agentic workflow or as standalone agents to achieve specific automated outcomes.
Summarize an order -- Generate a summary of a complex order for faster, more accurate decision-making and improved customer responsiveness.
Request order changes via chat -- Request an expedited delivery, a quantity change, or a shipping location change for your order in natural language using the Now Assist Virtual Assistant on the Business Portal.
Request order changes via calls -- Use the AI voice agents to expedite delivery, change quantity, or change the shipping location for an order by using voice calls. The voice agent captures your request and creates an order case for an order case agent to resolve.
Dispute invoices via chat -- Dispute invoice issues such as quantity discrepancies in a guided conversational flow using Now Assist Virtual Assistant from the Business Portal, without needing to contact support.
Dispute invoices via calls -- Use the AI voice agents to create and manage cases for invoice-related issues such as disputing order quantity with voice calls.
Resolve invoice disputes -- Resolve invoice dispute cases using Now Assist directly from the CSM/FSM Configurable Workspace.
View customer context for a chat -- View the customer's account and contact details on the interaction record and the AI-generated chat summary in the Active Chat panel when the order exception AI agent hands off a chat to a live agent in the CSM/FSM Configurable Workspace.
Manage order updates with Now Assist -- Use Now Assist for Order Management to manage order updates, such as applying bulk changes to order line items, removing order lines, or creating an order case, without navigating between individual records.