How to Design an End-to-End Lead to Work Order Flow in ServiceNow Developer Instance?

RohitPapann
Tera Contributor

‎07-09-2025 10:21 AM

Hi Community,

I’m currently exploring ServiceNow and would like to implement a complete use case in my ServiceNow Developer Instance that mimics a real-world customer journey — from lead generation to incident resolution.

Here's the flow I want to build step-by-step:

  1. Raise a Lead – When a customer shows interest in a product or service.

  2. Generate a Quote – Based on the lead’s interest, send a price estimate.

  3. Complete an Order – When the customer accepts the quote, convert it into an order.

  4. Customer Portal Access – Customer logs in to track orders or raise issues.

  5. Incident Management – Customer raises an incident if something goes wrong.

  6. Work Order & Appointment – A technician is assigned and scheduled to fix the issue.

My Questions:

  • How can I model these objects (Lead, Quote, Order) using custom tables or existing ones?

  • What is the best way to simulate the quote-to-order conversion?

  • How can I allow the customer to view and raise issues via the Service Portal?

  • Any suggestions on creating appointments or assigning technicians after an incident is logged?

  • Are there any out-of-the-box modules I can use, or should I build all from scratch?

I'm looking for guidance or best practices to structure this flow, especially using low-code/no-code approaches like Studio, Flow Designer, and simple scripting where needed.

Any help or references would be greatly appreciated!

Thanks in advance 
— Rohit

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pavani_paluri
Giga Guru

‎07-14-2025 02:06 AM

Hi @RohitPapann ,

 

I understand your requirement kind of setup spans CRM, Order Management, Service Management, and Field Service capabilities.

 

I would suggest creating a custom scope application and create tables. 

  • Use App Engine Studio to bundle all custom tables and flows into one scoped app.

  • Ensure naming conventions follow business context and to avoid confusion.

  • Keep data relationships clear: Lead → Quote → Order → Incident → Work Order.

  • We can configure new portal page to see all the active issues.
  • For assigning incidents, on the work order custom table, we can use Flow Designer + Scheduled Action to simulate dispatching. Assign based on skills, region, availability (script or Data Lookup).

Build a flow using Flow Designer from quote-to-order.

 

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for
Kind Regards,
Pavani P

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