Sales & Order Management
Quick answer
Sales and Order Management (with Configure, Price, Quote) extends ServiceNow's CRM into the revenue side of the customer lifecycle. It captures leads, configures and prices complex products, generates quotes, and then decomposes an accepted order into fulfilment tasks, all connected to Customer Service Management so post-sale support shares the same customer record.
Key takeaways
- The lead-to-cash flow
- Why one platform helps
- Try it Yourself
Sales and Order Management (with Configure, Price, Quote) extends ServiceNow's CRM into the revenue side of the customer lifecycle. It captures leads, configures and prices complex products, generates quotes, and then decomposes an accepted order into fulfilment tasks, all connected to Customer Service Management so post-sale support shares the same customer record.
The lead-to-cash flow
- CPQ, configure valid product bundles, apply pricing and discounts, produce a quote.
- Order capture, turn an accepted quote into an order.
- Order decomposition & orchestration, break the order into fulfilment tasks and track them to completion.
- Amendments, handle add, change and disconnect over the subscription lifecycle.
Why one platform helps
Because sales, fulfilment and service share one customer record and one workflow engine, a support agent can see the exact order a customer bought, and a fulfilment delay can raise a case automatically. That continuity is the whole point of running CRM on ServiceNow.
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Check your understanding
What does CPQ stand for?
- A. Configure, Price, Quote
- B. Customer Priority Queue
- C. Cloud Provisioning Quota
Show answer
A. Configure, Price, Quote
CPQ = Configure, Price, Quote.
After an order is accepted it is...
- A. Decomposed into fulfilment tasks
- B. Deleted
- C. Sent to email only
Show answer
A. Decomposed into fulfilment tasks
Order decomposition breaks it into orchestrated fulfilment tasks.
Sales & Order Management shares a customer record with...
- A. CSM
- B. SecOps
- C. CMDB Discovery
Show answer
A. CSM
It connects to Customer Service Management for post-sale continuity.