A customer or organization record in ServiceNow Sales and Order Management.

The phase where sales agents identify and engage potential customers through marketing efforts to generate interest and leads.

Records created automatically when an order fulfillment workflow includes a "Create fallout action" due to issues like downstream system failures, data problems, or inventory shortages.

An item that can't be delivered immediately due to being out of stock.

Self-service web portal for B2B customers, providing integrated access to knowledge articles, community forums, service catalogs, and chat bots, enabling customers to browse products, place orders, and manage order cases.

To learn more about using the business portal, see Using the Business Portal.

Temporary storage that improves user interface performance when accessing complex product catalogs and offerings through the product configurator.

The method used to evaluate an adjustment's impact at each step, either by applying it to the previous price point or cumulatively using the rolling price method.

Types of Calculation:

Previous Price Point: Applies the adjustment to the immediately preceding price.

Rolling Price: Applies the adjustment cumulatively, based on the previous step's output.

A coordinated marketing effort to generate leads and promote products or services.

A request to modify an existing order, such as changing quantity, product, or fulfillment details.

External organizations like resellers or system integrators that collaborate with an enterprise to sell products and services, and can be managed through Partner Relationship Management.

Characteristics define product attributes, while characteristic options are the available values for these attributes, based on customer preferences.

Sales opportunities that representatives are confident will close in the current forecast period.

The deadline for delivering products and services to a customer, often specified in a contract.

A record capturing information about companies or products competing for the same customer deal within an opportunity.

A plan that triggers tasks to fulfill revised order scopes and updates fulfillment workflows for changes like product updates or delivery modifications.

A person or an organization that receives services from a provider through Service Exchange.

A person associated with a customer account or partner organization, serving as the primary communication point.

A legal agreement between a seller and buyer outlining sale terms, including products/services, pricing, quantities, and delivery.

The process of creating, managing, and executing legal sales contracts from completed quotes.

A document defining unit costs for products/services in Sales and Order Management, enabling profitability analysis for sales agents.

An entry in a cost book defining a product offering's unit cost.

Covered products refer to offerings that act as entitlements or contracts linked to a primary product, such as a warranty purchased with a phone.

For more information, see Add Covered Products using Contracts and Entitlement Workflow.

Customizable plans defining the sequence of pricing calculations and adjustments to determine final product prices.

Elements in the product configurator displaying product relationship groups, child products, and characteristic options, with various states controlling their visibility.

A process that intelligently guides every product, pricing, and quoting decision across every channel to deliver fast, accurate, and customer-centric deals. CPQ enables faster sales cycles and a better buyer experience, with less manual work.

A sales strategy for selling related products that differ from the customer's current purchases.

A variable representing an attribute used in a pricing matrix for non-product attribute adjustments.

A playbook guiding sales agents in engaging leads across multiple channels.

Services visible to customers, defined by specifications including technical details and implementation guides.

Also known as CFS.

Orders for products (tangible or digital) that a customer wants to purchase or change.

Analyzing opportunities based on financial impact to focus on high-value deals.

A price reduction for a product or service offered to customers.

A lead that is no longer viable for sales engagement.

An external service for electronic signatures, enabling customers to sign documents digitally.

Product, service, and resource orders generated during customer order decomposition, each with a corresponding fulfillment flow and order tasks.

Enhancing customer orders with additional technical data or attributes necessary for accurate processing and fulfillment.

A process that identifies, investigates, and resolves order issues, tracking fallout and triggering automated resolution actions.

A record created to investigate and resolve processing issues during order fulfillment, generated automatically or manually.

Classification of opportunities by closure certainty, with default categories including Won, Commit, Strong Upside, Upside, Pipeline, and Omitted.

For more information, see Sales Forecasting terminology.

A framework predicting future sales.

For more information, see Sales Forecasting terminology.

Defines opportunity aggregation into forecasts, with "Single" showing each category separately and "Cumulative" aggregating previous categories.

A process generating the latest forecast data from all system opportunities.

Completing customer orders by executing order tasks.

The sequence of steps for decomposed orders, including order tasks.

The difference between Quota and Won sales, indicating the amount needed to meet targets.

A step-by-step process guiding sales representatives through product catalogs to recommend suitable offers.

A visual representation of hierarchical structures, showing relationships and levels.

A relationship between different product specifications, defined using compatibility rules.

Modifications made to customer orders during fulfillment.

Assigning available inventory to customer orders based on configuration, quantity, and eligibility.

Notifications generated when fulfillment tasks risk missing deadlines.

A potential customer created from information captured through various channels.

For more information, see Lead Management.

A structured process guiding lead progression from creation to opportunity conversion.

Engaging with leads over time to build relationships and increase conversion likelihood.

Determining if a lead meets criteria to be considered sales-qualified.

Automatically assigning leads to sales representatives based on criteria.

Prioritizing leads based on predefined criteria or assigning numerical values based on conversion potential.

Categorizing leads based on parameters like industry or behavior for targeted marketing.

The channel through which a lead was acquired.

Follow-up actions created to progress a lead.

A business process encompassing all activities and tasks involved in selling to customers, fulfilling orders, and delivering ongoing services.

Order action types managing changes to customer orders and service inventories.

For more information, see Action types for customer and service orders.

Rules ensuring data accuracy in pricing and product eligibility matrices.

A pricing method with monthly charges for products/services.

A feature allowing multiple variations of child product offerings.

For more information, see Multiple configurations.

A process using needs templates to gather customer requirements and generate product recommendation.

Questionnaires associated with needs decision trees for product recommendations.

A guided decision process presenting questions to agents for product recommendations.

Providing real-time pricing insights to tailor customer offers while maintaining profitability.

Pricing adjustments based on non-product characteristics.

A framework controlling product options in the product configurator.

A qualified lead with high potential to become a customer.

Products/services added to an opportunity.

Analyzing customer needs and generating product recommendations.

For more information, see Opportunity Management

Coordinating order fulfillment through fulfillment flows.

User interfaces tracking domain orders and tasks, providing hierarchical representations.

Receiving product or service orders through various methods.

For more information, see Methods of creating orders in Sales and Order Management.

Cases created for order-related issues or changes.

Breaking down customer orders into product, service, and resource orders.

For more information, see Order decomposition.

Failures during order fulfillment due to errors or exceptions.

For more information, see Managing order fallout.

Completing tasks to fulfill orders, guided by orchestration plans.

For more information, see Order fulfillment.

The structure of an order, including decomposed orders and tasks.

Stages a customer order progresses through in Order Management including order creation, enrichment, decomposition, and orchestration, and fulfillment.

For more information, see Using Order Management.

Individual items in customer and service orders.

Process of capturing and fulfilling customer orders.

The current stage of an order or an order line item in its life cycle, from initial creation through fulfillment and closure. Each state indicates what actions have been completed and what steps remain in the order processing workflow.

For more information, see Order life cycle states.

Tasks needed to fulfill domain orders.

For more information, see Order decomposition.

Monitoring order locations and statuses.

Long-term assets or services that remain active in inventory after fulfillment. They support ongoing life-cycle actions like Move, Add, Change, and Delete (MACD) and are typically part of recurring services or subscriptions that require continued management. In contrast to transient products, which are deactivated after fulfillment, persistent products require ongoing management.

Documents outlining items/quantities for order fulfillment.

Early-stage opportunities with uncertain closure.

Analyzing sales pipeline progression.

The point after which orders can't be changed or canceled.

For more information, see Managing inflight order changes and cancellation requests.

Definitions identifying pricing features and product or service prices.

Specifying conditions for default price list usage.

Entries within price lists identifying list prices.

Prices calculated after specific pricing plan steps.

Modifications to standard list prices.

Price adjustments defined for product offerings when they are sold as part of a product bundle.

A component calculating and applying pricing strategies.

A system property that enables the pricing engine to process transaction lines in parallel to optimize performance, especially for large sets of transaction lines (typically 100 or more).

The minimum lines required for parallel processing with the default value being 100.

Pricing-related elements exportable between ServiceNow instances.

Integration points for customizing the pricing engine.

Frameworks for complex pricing adjustments.

A customizable sequence of steps that determine the final price of a product or service. It includes various pricing calculations and adjustments, such as base price determination, discounts, and markups.

Stages within pricing plans applying specific calculations.

Methods determining product and service prices.

Items or services offered, configured, quoted, and ordered.

Adjustments based on certain product characteristics.

Groups of products or services offered at discounted prices.

A user interface embedded within various Sales and Order Management applications (Opportunity, Quote, and Order Management) that enables agents to dynamically configure complex products or services according to customer requirements, displaying product hierarchy, option selection, and current pricing.

A section within the product configurator that lists the parent and child product relationships for configurable products, helping agents navigate nested bundles.

Records representing ordered and fulfilled products.

A structured representation of a business's offerings that separates commercial, service, and technical attributes to support the entire lead-to-cash process.

Allows for the creation of product offer bundles with an offer hierarchy using product offer relationships and relationship groups. These bundles can reference a product specification or specification hierarchy at any level.

Dynamically filters product catalogs, product offering categories, and product offerings to display only eligible items for a specific customer, based on context such as customer accounts, location, and sales contracts.

The top-level entity in the catalog hierarchy. Catalogs can contain categories, which in turn can have subcategories or product offers.

Logical groupings of product offerings within a catalog, making it easier for agents to browse and navigate product offerings.

Suggestions for additional products that agents can use to up-sell or cross-sell to customers in quotes, displayed as cards in the contextual side panel.

Configurable, order-able products and services with pricing.

New iterations of published product offerings.

Definitions of product options and fulfillment details, containing information such as the product description, pricing, eligibility, and product options.

Presenting offers to potential customers.

A customer whose needs have been analyzed, resulting in the creation of an opportunity.

Specific sales targets or goals that individual sales representatives are expected to achieve within a defined time frame, helping to measure performance and drive sales efforts.

A formal offer for products or services with specific prices and payment terms.

The date after which a quote becomes invalid, requiring customers to request a new one.

Individual quote entries representing specific products or services, where characteristics and pricing can be updated.

Process of creating and managing quotes for products and services.

PDF documents created from quotes for customer review and electronic signatures.

Modifying a previously generated quote to reflect changes in price, products, or terms.

Different quote iterations managed through the Revisions tab with sequential version numbers.

Internally used services defined by resource specifications, supporting product/service delivery.

A classification indicating sales engagement nature: "Renew" for continuing contracts or subscriptions and "Expand" for up-selling or adding products or services.

Extending an existing customer contract.

Technical information for resources, including visuals and activation guides, supporting product and service delivery.

Formal authorization for customers to return unwanted or defective items.

Projecting future sales volumes or revenue based on opportunities, historical performance, and pipeline analysis.

Classification of fulfillment task risk based on delay percentage. Levels include Low, Medium, High, and Critical.

A binding agreement between seller and buyer for future transactions.

In the context of quote management, it is a binding agreement changing quote workflow to set products or services according to agreement terms.

A software that automates a business’s sales processes, including lead and opportunity management, sales forecasting, and territory management.

Lead progression through stages until becoming a qualified opportunity and resulting in a sale.

Classification of opportunity into different sales cycles such as New Customer, Renewal, or Up-sell (to name a few).

A visualization tool displaying sales forecast information and targets.

Projecting future sales or revenue based on opportunities, historical performance, and pipeline analysis.

A formal document confirming customer purchases, outlining order details.

A ServiceNow record tracking potential sales through stages.

A lead meeting specific criteria, ready for sales engagement.

Assigning sales quota targets to representatives or managers based on hierarchy, role, and forecast period.

For more information, see Set up sales quota.

Specific goals or objectives for sales teams, territories, or representatives.

Customer capability to perform tasks and access information independently via Business Portal.

Individual activities within sequence tasks, such as customer calls or emails.

System-generated tasks including predefined activities for sales agents while engaging with a prospect or customer.

Technical offerings defined by service specifications, supporting order fulfillment.

Formal agreements defining expected service levels, timelines, and responsibilities.

Orders for activating new services or post-sales requests.

For more information, see Order types in Sales and Order Management.

Delivering ordered products to specified locations.

Individuals designated to sign quote PDF documents.

For more information, see Set up PDF document signers.

Detailed descriptions outlining characteristics, features, and relationships.

Breaking down customer orders in multiple iterations.

For more information, see Staggered decomposition.

Opportunities with high potential to close but minor uncertainty.

Process of engaging with prospects or customers via phone calls with the goal of generating leads, making direct sales, and building customer relationships.

Total annual contract value representing yearly revenue.

Cumulative annual recurring revenue for recurring products or services.

Cumulative monthly recurring revenue for recurring products or services.

Total revenue expected over a contract's lifetime.

Top-level line of Sales and Order Management transactions providing basic information.

Detailed records in orders and quotes representing specific products or services.

Single-use products and services that are identified as transient to differentiate them from persistent products.

Standard quantity/increment defining product offering amounts.

Sales strategy encouraging customers to upgrade products.

Opportunities with potential to close but lower certainty.

Tracking or managing different versions of entities in Sales and Order Management.

Pricing adjustments based on item quantity.

For more information, see Configure volume pricing.

Total revenue adjusted by the probability percentage of closing the opportunity.

Performance metric reflecting successfully closed opportunities as "Won" compared to the total number of opportunities.

Forecast category for successfully closed opportunities.

Defined sequence of steps automating processes in Sales and Order Management.