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How to configure rules for lead scoring and lead qualification in ServiceNow SOMT

ankur203097
Tera Contributor

4 weeks ago

Does ServiceNow SOMT provide out of the box capabilities to configure rules for lead scoring and lead qualification ? Does it need to be done using decision tables and business rules ? Is there any AI model which ServiceNow provides for lead scoring and lead qualification

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Me Being Mustaq
Tera Guru

3 weeks ago

Hi @ankur203097 ,

 

ServiceNow SOMT (Sales Order Management for Telecommunications) does provide foundational capabilities for managing leads, including lead scoring and qualification, but:

  • Out-of-the-box lead scoring and qualification rules are primarily configured using decision tables and business rules.
    You can define scoring criteria and qualification logic through decision tables that evaluate lead attributes and behaviors, and implement custom business rules or flows to automate lead qualification based on those scores.​

  • AI Models for Lead Scoring/Qualification:
    ServiceNow offers AI-powered assistance through Now Assist for Sales and Order Management, which provides AI-driven recommendations and automation across the sales lifecycle, including guided selling and opportunity scoring.​
    However, these AI models are generally focused on recommendation and assistance and may require configuration and training specific to your data. Fully automated lead scoring AI models specifically packaged for SOMT are not standard but can be built using Healthbot, Predictive Intelligence, or integrated with external AI tools.​

  • Implementation Practice:

    • Use Decision Tables to declare lead scoring rules (e.g., assigning points based on lead source, company size, engagement).

    • Use Business Rules, Flows, or Workflow Activities to update lead scores and update lead status (qualified/not qualified).

    • Investigate Now Assist capabilities for enhancing your lead qualification with AI-driven insights.

ServiceNow SOMT supports lead scoring and qualification mostly via decision tables and business rules out of the box. AI-driven scoring and qualification are aided by Now Assist but usually need custom setup and tuning. There isn’t a pre-built, out-of-the-box AI lead scoring model dedicated specifically to SOMT, but the platform provides tools to build your own.

 

Please refer to the below link:-

If it is helpful, please hit the thumbs button and accept the correct solution by referring to this solution in the future it will be helpful to them.

 

Thanks & Regards,

Mohammed Mustaq Shaik

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