Adding Clarity at Checkout: Line‑Level Questions in Sourcing and Procurement Operations

[Ravikumar Iyer]

Every purchase isn’t the same—and sometimes, a simple price and quantity just aren’t enough. Procurement teams often need extra details at checkout, especially when different products require different information. Until now, that flexibility came with limitations.

ServiceNow’s Sourcing and Procurement Operations introduces Additional Questions at the line level to make checkout smarter and more intuitive for both shoppers and administrators.

The Challenge with One‑Size‑Fits‑All Questions

Previously, line‑specific questions were supported only in quick checkout. In full checkout, questions could be asked—but only at a shared level across all items. That meant you couldn’t ask different questions for different products in the same checkout flow.

For example, if one item needed a date and another needed a color preference, shoppers were forced into separate checkouts—an unnecessary and frustrating experience.

What’s New: Questions That Match the Item

With this enhancement, procurement administrators can now add item‑specific questions that appear directly at the line level in both full checkout and quick checkout.

Questions can be associated with:

• A specific supplier product
• A product model
• A product category

This ensures the right questions appear only where they’re relevant.

A Better Experience for Shoppers

When a shopper selects an item that has additional questions configured, a new Additional Information section appears in Shopping Hub. If a question is marked mandatory, the shopper can’t proceed until it’s answered—keeping purchases complete and compliant.

Once submitted, the responses are stored with the purchase:

• Initially on the purchase requisition line
• And later on the purchase order line once the PO is created

This information remains visible and editable until the order reaches an ordered state, ensuring accuracy without disrupting downstream processes.

Why This Matters

By allowing questions to live at the line level, this feature removes checkout workarounds and improves data quality—without adding complexity for shoppers. It’s a small change with a big impact on usability, compliance, and overall purchase accuracy.

If you’re interested in learning more about this exciting capability, you can read all about it here: Purchase requisition line-level questions in Shopping Hub.