Exploring Sales and Order Management
Whether you're starting or expanding a Sales and Order Management (SOM) 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.
Overview of SOM
The Sales and Order Management applications enable you to manage the product sales life cycle in your organization, including pre-sales leads and opportunities, sales quote generation, order capture, order fulfillment, order and invoice cases, and post-sales order changes and contract renewals.
To support the product sales life cycle, Sales and Order Management provides the following features and applications.
Benefits
With the Sales and Order Management applications, your organization can improve sales and order processes as well as agent productivity by managing the lead to renewal life cycle on one platform, and by fusing front, middle, and back-office teams with one system of engagement and action. By connecting existing applications and adding ServiceNow workflows, SOM helps increase organizational efficiency, speed order fulfillment, and both accelerate and boost revenue.
| Benefits | Application or key feature | Persona |
|---|---|---|
| Create and manage leads for potential customers and product sales. | Lead Management | Sales agent and account executive |
| Create 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. | Customer Engagement Sequences | Sales agent, sales operations team, sequences admin |
| Unify customer stakeholders across an account by representing all roles involved in a product‑family purchase and persisting before, during, and after an opportunity. | Buying Group | Sales agents, account executives, sales development representatives, sales managers |
| Create pre-sales opportunities that identify and track potential sales based on customer needs. | Opportunity Management | Sales agent and account executive |
| Project your future sales volumes and revenue based on data from opportunities. | Sales Forecasting | Sales manager and sales representative |
| Structure and optimize the sales efforts of your organization based on territories by dividing CRM entities, such as accounts, leads, opportunities, and consumers into manageable segments, promoting efficient coverage and accountability. | Sales Territory Management | Sales territory administrator and manager |
| Streamline customer interactions by enabling teams to plan, execute, capture, and track engagement across channels and key touchpoints throughout the customer lifecycle. | Activity Management | Sales agents, account executives, sales development representatives, sales leadership |
| Benefits | Application or key feature | Persona |
|---|---|---|
| Streamline the process of configuring and pricing customizable products that are added to Sales and Order Management transactions. | CPQ Configurator | Sales and order agent, admin to set up |
| Quickly configure and price opportunities, quotes, and orders for simple and complex product offers. | Legacy product configurator | Sales and order agent, admin to set up |
| Set the pricing for your products through price lists, contextual price controls, and if needed, pricing from external systems. | Pricing Management | Pricing administrator or manager |
| Create and manage sales quotes, which are formal offers for products or services that agents propose to customers. | Quote Management | Sales agent |
| Define workflows for approving Sales and Order Management entities, such as customer quotes, in your sales organization. | Advanced Approval Management | Sales or business operation managers, members of sales, finance, and legal teams, sales representatives |
| Create and manage contracts and entitlements from the initial offer to contract finalization. | Customer Contracts and Entitlements | Agent |
| Create and manage binding agreements between your sales organization and buyers, with specified items, quantities, prices, terms, and effective periods. | Sales Agreement Management | Sales and order agent |
| Benefits | Application or key feature | Persona |
|---|---|---|
| Capture and fulfill product and service orders to create a seamless ordering experience for your customers. | Order management | Order agent, fulfillment agent, agent manager, and fulfillment manager |
| Benefits | Application or key feature | Persona |
|---|---|---|
| Create and manage cases for customer orders and invoices. | Order Operations Case Management | Order case, invoice case, and customer service agent |
| Empower sales teams by providing a consolidated view of all critical sales data and activities. | Lead-to-Cash Process Management | Sales manager |
| Manage return, replacement, or refund cases for installed products. | Return Merchandise Authorization | Agent |
| Benefits | Application or key feature | Persona |
|---|---|---|
| Support change management and commercial workflows (move, add, change, and disconnect) for sold products. | Customer Life Cycle Management Workflows | Agent |
| Benefits | Application or key feature | Persona |
|---|---|---|
| Hire and engage channel partners to sell your products and services, helping you to grow and improve your business. | Partner Relationship Management | Channel partners |
| Benefits | Application or key feature | Persona |
|---|---|---|
| Create and manage product catalogs for commercial and technical product offerings. Commercial catalogs can be used by your agents to create opportunities, quotes, and orders. | Product Catalog Management | Product catalog administrator or manager |
| Create the workflows for your organization and configure the metadata for your various Sales and Order Management entities. | Lead to Cash Core | Agent, admin to configure |
| Benefits | Application or key feature | Persona |
|---|---|---|
| Support your business-to-business customers by enabling self-service capabilities through the Business Portal to create and manage orders, submit order issues, and requests. | Customer self-service for Sales and Order Management | Customer, admin for set up |
Request apps on the Store
Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.