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My library Knowledge Sources To Go is very popular, but it was intended mainly as a thematically grouped guide to standard sources and was provided by me as a PDF file. For certain topics, however, there is so much content that I can no longer include it in that document, as it cannot continue to grow forever.
For this reason, I have decided to handle such topics in individual community articles like this one instead.
What is Sales and Order Management?
ServiceNow Sales and Order Management (SOM) is a comprehensive suite of applications built on the Now Platform that manages the entire product sales lifecycle from initial lead capture to order fulfillment and post-sale services. Unlike traditional CRM systems, SOM serves as an integrated platform that automates and connects the end-to-end "lead-to-cash" process, featuring capabilities such as Product Catalog Management for complex product bundles, a built-in Configure-Price-Quote (CPQ) engine for real-time pricing and configuration, comprehensive pricing management supporting various models including subscription and multi-currency, and sophisticated order management with workflow orchestration across departments. The platform enables seamless integration with other ServiceNow modules like Customer Service Management and Field Service Management, providing a single system of action where sales, finance, operations, and customer service teams work from the same data and processes. Key benefits include dramatically reduced manual workload, improved order accuracy with fallout rates dropping from 7% to under 1% in some implementations, enhanced customer experience through self-service portals and faster quote generation, and AI-powered recommendations for cross-selling and upselling opportunities. SOM also supports post-sale operations through Customer Lifecycle Workflows for Move, Add, Change, Disconnect (MACD) processes and customer contracts and entitlements management, ensuring continuity from initial sale through ongoing customer relationship management.
Entry point to the official product information
Entry point to the official product documentation
Summarized information in one PDF document
More detailed introduction and explanations
The implementation guide helps implementers better adopt Sales and Order Management (SOM) by providing the broader context with best practices for critical actions that need to be taken during an implementation.
Provide ServiceNow's detailed point of view on process formation for Sales and Order Management (SOM) as part of Customer Service Management (CSM)
Trainings & Courses
Sales and Order Management (SOM) Implementation Bootcamp On Demand
This is an on demand version of the live sessions hosted in April, 2024. Sales and Order Management is a new set of Service Now applications built on the CSM foundation. This course covers the full implementation cycle from sales - configuration, including the setup of product catalog, pricing to enabling the capability for front, middle and back office agents to support the customer journey.
Sales and Order Management (SOM) Bootcamp: Xanadu and Advanced Features
This is an on demand version of the live sessions hosted in November, 2024. Sales and Order Management is a new set of Service Now applications built on the CSM foundation. This course covers the full implementation cycle from sales - configuration, including the setup of product catalog, pricing to enabling the capability for front, middle and back office agents to support the customer journey.
Articles & Blog Posts
2024-12-19 by @Linhart
Introduction to ServiceNow SOM (Sales and Order Management) Implementation
2025-04-18 by NowFlow
ServiceNow Sales and Order Management (SOM): Streamlining the Lead‑to‑Cash Journey
In today’s fast-paced business landscape, efficiency and visibility in sales operations are more critical than ever. Sales teams, operations staff, and service departments often struggle with disconnected systems—one for customer relationship management, another for quoting, and yet another for order fulfillment. ServiceNow’s Sales and Order Management (SOM) platform is a game-changer designed to unify these…
Videos & Podcasts
2024-04-12 by ServiceNow Community
Getting Started with Sales & Order Management
Unlock the full potential of your sales and order fulfillment processes with ServiceNow’s Sales and Order Management capabilities! Join Sales and Order Management product manager Krupa Singampalli and product marketing lead Kathy Neff in this interactive webinar to learn more about how ServiceNow is expanding its capabilities in the front, middle and back office.
2024-09-25 by ServiceNow Community
Getting Started with Sales & Order Management
Join the Sales and Order Management team in this interactive webinar to explore capabilities such as Lead Management, Sales Agreements, and Contract Management, as ServiceNow continues to enhance its suite of applications across the lead-to-renewals cycle. This webinar will feature an overview of new capabilities, a live demo, and a Q&A session.
2025-04-04 by ServiceNow Community
Discover What's New: ServiceNow Yokohama Highlights for Sales and Order Management
Join our interactive webinar to explore features like Product Catalog Management, Quote Management, and Order Management. Learn how ServiceNow accelerates product launches, boosts revenue, and delivers a unified customer journey.
2025-09-02 by ServiceNow Community
ServiceNow Process Mining for Sales Order Management
In this session, the Process Mining product team will cover the fundamentals, outline the steps to mine SOM data, share key use cases and best practices.
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