Sales Customer Relationship Management

Use the Account Details form to create or review account information for customers and partners.

Field descriptions for viewing or editing an account record from the ServiceNow CRM for Outlook add-in.

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.

Activate the remote record producer in a Service Exchange consumer instance.

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.

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.

After installing the ServiceNow Otto plugin, activate the chat launcher required to enable ServiceNow Otto AI conversational interface on Sales CRM Mobile application.

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.

Activate the agentic workflows and triggers to manage cases and provide resolutions.

Reference topics provide additional information about the Activity Management application.

As a requester or an approver, add one or more ad-hoc approvers to an approval request in Advanced Approval Management.

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.

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.

Add characteristic and characteristic options to an existing product offering using the Product Offering Characteristic tab in Sales Customer Relationship Management.

Trigger a configurable product action in a session to add a child configuration to the solution.

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.

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.

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.

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.

Add invoices to case form on the Business Portal enables you to a.

Customize and embed your company logo in sales cart summary PDFs to ensure consistent branding and alignment with corporate identity standards.

Managers get access to a territory to manage members of the assigned territory and its child territories.

Add territory members with their appropriate responsibility to get access to the CRM entities belonging to the territory.

Create opportunity for associated contacts to identify each contact’s role when multiple stakeholders are involved.

Use the allocations configurator to add new allocation rows, edit existing ones, or split an allocation across multiple contributors.

Add price ramps to quote line items to define incremental price changes for recurring product offerings.

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.

Add the sold products or the install base items covered to customer contracts, contract lines, or entitlements.

Use the Configurator to add configurable products to a Sales Customer Relationship Management transaction, for example an opportunity or quote.

A responsibility describes a role or function that supports a user. Use responsibility definitions to create relationships between any two partner entities.

Add a schedule call activity in your sequences to support telesales workflows.

Add contract pricing to an order or order line items including start and end dates in Order Management.

Dynamically update the sequence task records based on predefined configuration using the Update sequence task activity while designing customer engagement sequences.

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.

Information about APIs that interact with managed tables

We recommend that you use admin API keys to authenticate admin API calls. An older method is documented here.

Learn how the Admin Logs utility helps you diagnose, monitor, and resolve configuration issues efficiently in your ServiceNow CPQ environment.

Reference topics provide additional information about Advanced Approval Management.

The Quote AI Agent is part of ServiceNow Otto for CPQ that interprets sales representative intent, retrieves opportunity and contract data, configures products, applies pricing and discounts, generates quote documents, and drafts client emails. Sales representatives review and approve each step before the agent proceeds. The Quote AI Agent uses an orchestrator that coordinates seven specialized agents.

Sales CRM includes generative and agentic AI capabilities that helps you automate sales workflows and enables sales teams to work more efficiently within your CRM environment.

Understand how to use sets in a headless environment using API calls.

Learn about the APIs that are available in ServiceNow CPQ to manage configurations.

Field descriptions for the Approval Configuration form in Advanced Approval Management.

Review and approve or reject a quote advanced approval request that is routed to you as part of an advanced approval workflow.

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.

Sales agents request approval for quotes, and approvers decide whether quotes can proceed under an advanced approval workflow.

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.

Assign roles to your users so that they can access features, capabilities, and data in the Lead-to-Cash Process Management application.

You can update the primary territory on an account in which Sales Territory Management​ has been implemented.

You can update the primary territory on a consumer in which Sales Territory Management​ has been implemented.

You can update the primary territory on a lead in which Sales Territory Management​ has been implemented.

Associating allocation dimensions to allocation types enables consistent, transparent, multi‑dimensional roll‑ups for reporting and forecasting.

Associate a buying group with an opportunity to connect the opportunity to the set of decision‑makers, influencers, and evaluators involved in the purchase.

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.

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.

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.

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.

The solution bill of materials consolidates products from all configurations in a session, including child and grandchild configurations.

When selected contract lines are consolidated into a renewal line for renewal purposes, the pricing engine uses blended pricing to calculate the renewal line pricing.

View a list of updates and changes made in April 2023.

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.

Track the deployment history of blueprints in ServiceNow CPQ Admin. View details like deployment date, time, and user for troubleshooting and reference.

Circular references in a blueprint may result in an error.

Learn how blueprints define the structure of configuration experiences in ServiceNow CPQ and act as containers for fields, rules, layouts, and configurable products.

View a list of boundaries and limits in ServiceNow CPQ.

Define the decision tree question nodes, decision paths, and guidance for each decision path using Decision Tree Builder.

Use ServiceNow Otto 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.

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.

The Product Catalog Management application uses caching to improve user interface performance when agents access product catalogs and product offerings through the product configurator.

The pricing engine calculates a derived product's price from the combined monthly recurring price of active source subscription products during each date segment. The derived price changes automatically when source products are added, reduced, or renewed.

Control how messages appear in ServiceNow CPQ.

Cancel customer contracts, contract lines, and entitlements.

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.

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.

Add one or more contract lines to a customer contract on the CRM Workspace.

Cancel an entitlement by creating an order on the CRM Workspace. By canceling an entitlement, you are canceling or disabling the services and characteristics associated with that entitlement.

Create an order to cancel a customer contract line and its child customer contract lines on the CRM Workspace. By canceling a customer contract line, you are canceling or disabling the services and characteristics associated with that customer contract line.

Create an order to cancel a customer contract and its child customer contract lines on the CRM Workspace. By canceling a customer contract, you are terminating the services specified in that customer contract.

Modify an entitlement associated to an account so that you can update its existing configurations.

Modify a customer contract line so that you can update its existing configurations.

Modify a customer contract so that you can update its existing configurations.

Renew an entitlement on the CRM Workspace.

Renew a customer contract line on the CRM Workspace. You can renew the services specified in the customer contract line and its associated child customer contract lines and entitlements.

Resume an entitlement by creating an order on the CRM Workspace. By resuming an entitlement, you are restarting the services and the characteristics specified in that entitlement.

Create an order to resume a customer contract line and its child customer contract lines on the CRM Workspace. By resuming a customer contract line, you are restarting the services specified in that customer contract line.

Resume a customer contract and its child customer contract lines by creating an order on the CRM Workspace. By resuming a customer contract, you are restarting the services specified in that customer contract.

Suspend an entitlement by creating an order on the CRM Workspace. By suspending an entitlement, you are suspending or disabling the services and characteristics associated with that entitlement.

Suspend a customer contract line and its child customer contract lines by creating an order on the CRM Workspace. By suspending a customer contract line, you are suspending or disabling the services and characteristics associated with that customer contract line.

Suspend a customer contract and its child customer contract lines by creating an order on the CRM Workspace. Suspending a customer contract suspends or disables the services specified in that customer contract.

Upsell or downsell a customer contract line on the CRM Workspace. You can reduce or increase the quantities of the products specified in the customer contract line.

Integrate CDS Visual or other third-party tools for technical visualization. Sync configuration inputs with visual updates to enhance user experience.

View the various components on the channel partner form to get a consolidated overview of all the entities associated with the channel partner.

Channel-specific availability lets you release a published product offering to different distribution channels on different dates. Use channel overrides to coordinate phased rollouts instead of launching everywhere at once.

You can configure child products to hide under their parent products unless expanded.

When cookies are blocked by the browser or by browser extensions, it can interfere with the use of ServiceNow CPQ.

Look here for information and troubleshooting steps when you receive an error message.

Learn how to solve problems you may have integrating CPQ with Salesforce.

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.

Connect with leads or customers using the click-to-call outbound calling capability in telesales flows.

Several types of components are installed with activation of the Customer Request for Quote (RFQ) plugin, including tables, user roles, and plugins.

Several types of components are installed with activation of the Advanced Approval Management plugin, including tables, scheduled jobs, and user roles.

Several types of components are installed with activation of the Business Object Core plugin, including tables and user roles.

Several types of components are installed with activation of the Buying Group[var.buying-group] plugin, including user roles and tables.

Several types of components are installed with activation of the Product Catalog Management plugin, including tables and user roles.

Several types of components are installed with activation of the Context Rule Management (sn_csm_ctxrul_mgt) plugin, including tables and user roles.

User roles are installed with activation of the CRM Outlook Add-in plugin.

Several types of components are installed with activation of the CRM Touchpoints plugin, including tables and user roles.

Several types of components are installed with activation of the Customer Engagement Sequences plugin, including tables and user roles.

Several types of components are installed with activation of the Fallout Management plugin, including tables and user roles.

Several types of components are installed with activation of the Lead-to-Cash Process Management plugin, including tables and user roles.

Several types of components are installed with activation of the Lead Management plugin, including tables and user roles.

Several types of components are installed with activation of the Opportunity Management plugin, including user roles and tables.

Several types of components are installed with the Customer Contracts and Entitlements application, including tables and roles.

Several types of components are installed with activation of the Quote Management plugin, including user roles.

Several types of components are installed with activation of the Sales Agreement Management plugins, including tables and user roles.

Several types of components are installed with activation of the Sales Common (sn_sales_common) plugin, including user roles and tables.

Several types of components are installed with activation of the Sales Territory Management​ plugin, including user roles.

MCP tools are installed with activation of the Advanced Approval Management AI plugin.

Several types of components are installed with activation of the Order Management plugin, including tables and user roles.

Several types of components are installed with activation of the Pricing Management plugin, including tables, user roles, and scheduled jobs.

Several types of components are installed with activation of Sales Cart including tables, user roles, and scheduled jobs.

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.

Several conditions can enable or disable you from linking, delinking, and hard or soft-linking records in Lead-to-Cash Process Management.

Control the product options displayed in the Configurator interface by using the Open State Management API framework.

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.

In Sales Customer Relationship Management, agents can create opportunities, quotes, and orders tailored to customer location. These transactions are called location-based product transactions.

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.

Learn how configurable products connect blueprints to end-user configuration experiences in ServiceNow CPQ, supporting both headless and Salesforce-integrated use cases.

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.

Configure the transaction layout so that the adjustment value field displays as a currency amount or a percentage, based on the selected adjustment type.

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.

Configure and manage the implementation of AI Search in the product catalog for Sales Customer Relationship Management.

Create and activate allocation types to control how sales credits are split among multiple sales users when they work on the opportunity together.

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 the approval system events that control the approval buttons and stage transitions for a ServiceNow CPQ implementation.

Learn how to configure Buying Group to organize multiple contacts within Sales CRM by account and product offering family, and link them to opportunities.

Configure the Contracts and Entitlement Workflows plugin (com.sn_contract_ent_wf) to generate and modify contracts using order management.

The guided setup organizes the configuration activities into modules and tracks completion as each activity is completed.

Add the Create Order event to a blueprint layout so that users can create an order from a quote in the ServiceNow CPQ Quote experience.

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.

Disable automatic addition of derived product lines to quotes when sellers manage these lines manually.

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.

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.

Configure the forecast categories in CRM Workspace.

The forecast model is a framework used to predict future sales based on historical data, current sales activities, and other relevant factors.

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.

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.

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.

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.

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.

Create a decision tree that defines the questions that agents answer to determine customer needs and get product recommendations.

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.

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.

Associate enrichment subflows with the product or service specifications by using the Order Enrichment Flow Policy in Decision Tables.

Order fulfillment is the process for fulfilling customer orders by using Workflow Studio.

Configure the Order Line Jeopardy Level Calculation Policy using Workflow Studio to set the jeopardy risk level for order line items.

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 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.

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.

Install the PRM (com.snc.partner_relationship_management) application from ServiceNow Store to enable enterprises to hire partners and improve their sales cycles.

Explore tools that support the configuration, pricing, and quoting of sales offerings.

Associate fulfillment subflows with the product specifications by using the Product Order Fulfillment Policy in Decision Tables for move order.

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.

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.

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.

Configure the CSM table maps to associate fields in order lines, domain orders, and order tasks to projects in Service Portfolio Management.

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.

Learn how to set up Quote Management so that your sales agents can create and manage customer quotes.

Associate fulfillment subflows with the resource specifications by using the Resource Order Fulfillment Policy in Decision Tables for move order.

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.

Use permission sets to control access to sequence records such as sequence tasks and steps.

Use the Sales Agreement Management application to create sales agreements between a buyer and a seller for future transactions.

Activate the Sales CRM Mobile plugin, then use the Now Agent mobile app to log in and access Sales CRM Mobile application.

Use the Sales Forecasting application to project your future sales volumes and revenue based data from opportunities and pipeline analysis.

Learn how to configure the features and components that help distribute accounts, consumers, leads, and opportunities to manage sales territories.

Install the Segment Management application (com.snc.segment_mgmt) from the ServiceNow Store to manage and group entities into various segments to promote progression.

Associate fulfillment subflows with the service specifications by using the Service Order Fulfillment Policy in Decision Tables for move order.

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.

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.

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 the task plan template to add conditions to a template item that determines when a template item is applicable for domain orders.

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.

Create territory levels to categorize territories such as regional, district, area, and global for better organization of territories.​

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.

Set volume pricing rules by using the Standard Price Adjustment matrix.

Install and configure the necessary plugins for enabling Activity Management features.

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 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.

Use the AI Admin Hub console to activate the various AI applications and skills that you're entitled to use.

Learn how to configure the configure, price, quote applications to streamline complex product, pricing, and quote-to-contract workflows.

Plan and configure your implementation of Customer Engagement Sequences.

You can configure Jeopardy Management to monitor tasks in a fulfillment plan and alert managers about the jeopardy levels.

Plan and configure your implementation of Lead-to-Cash Process Management.

Learn how to install and configure the sales automation applications to support pre-sales workflows.

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.

Business-to-business (B2B) customers can submit invoice cases using ServiceNow Otto Virtual Agent from the Business Portal. Interaction channels include chat and voice options. Billing specialists and agents can use the invoice dispute assist agentic workflow from the CRM Workspace to resolve invoice cases.

Business-to-business (B2B) customers can submit order cases using ServiceNow Otto Virtual Agent from the Business Portal. Interaction channels include chat and voice options.

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.

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.

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.

Learn how to configure the Customer Life Cycle Management Workflows application to manage post-sale workflows on sold products.

Use the Customer Contracts and Entitlements application to configure and display customer contracts and entitlements.

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.

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.

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.

Provide easy order creation and checkout processes to your customers through the Sales Cart application.

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.

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.

Plan and configure your implementation of the ServiceNow CPQ Configurator. Product catalog admins and agents use the Configurator in the CRM Workspace, while users using self-service features use it in the Business Portal. These steps also set up the integration that ServiceNow Quote Experience requires.

Configure the Strategic Portfolio Management integration so that order delivery tasks in Order Management can be tracked as planned project tasks in SPM.

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.

Connect the Sales CRM server to an AI assistant so that the assistant can manage advanced approval tasks directly from your ServiceNow instance.

Set up the connections between the ServiceNow instance and the ServiceNow CPQ instance.

Consolidate renewal quotes to merge multiple quotes for the same account into a single unified quote.

Field descriptions for creating a contact record from the ServiceNow CRM for Outlook add-in.

Customers can view contracts and entitlements associated with their accounts on the Business Portal.

Manage the automatic closure of projects in the SPM integration by using the sn_ind_tmt_orm.project.task.auto.closure system property.

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.

Duplicate existing line items to another location using Copy on the Line items tab.

Duplicate a cost book and its cost book lines.

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.

The CPQ Reconfigure API headlessly invokes CPQ services to reconfigure a quote bundle.

Configure permissions for non-Admin users in Salesforce to enable configuration and reconfiguration with ServiceNow CPQ.

Follow these steps to add a product picker aggregate using API calls.

You can use admin API calls to access Admin functionality without using the Admin UI interface and a browser.

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.

Explore the admin settings in ServiceNow CPQ.

Associate a field with a blueprint so that the field can be used in a configuration experience.

You can associate any number of fields to a blueprint by using the Blueprint Import function in the Matrix Loader.

Secure ServiceNow CPQ API calls with admin API keys, JWT tokens, session cookies, or Google IdP for runtime and Admin tasks.

See which component types accept price-value overrides for zero-priced and null-priced items.

With Config Converse, you can use natural language to create simple or complex configurations.

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.

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.

Create a blueprint to define the structure, behavior, and configuration experience for your product model.

Defined column sets organize fields in a fixed, table-based structure with explicit control over column count, width, alignment, and flow. Use them for structured layouts such as product pickers and e-commerce product grids.

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.

Export a blueprint by downloading it as a ZIP file.

Flightpath keeps a record of rule engine activity and field changes in real time. Administrators can analyze system behavior and troubleshoot complex configuration flows with pause and restart options.

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.

Implement buyside help popups in ServiceNow CPQ.

Use the Rule Cycle Report to identify endless loops that may be hard to find during ordinary operation.

The Image Viewer adds images to fields for viewing in a media carousel.

Import a blueprint by uploading it as a ZIP file.

Use indexes and natural keys to improve rule engine performance and speed up table lookups.

Set up a ServiceNow instance, generate a JSON Web Token (JWT), and authenticate API calls to ServiceNow CPQ.

Integrate kBridge for real-time 3D visualization. Sync configuration inputs with visual updates to enhance user experience.

Layouts use a hierarchical structure of organizational elements: pages, tabs, tiers (sections), column sets, and fields. Understanding how these elements nest and interact helps you design layouts.

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.

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.