Quote Management

  • Release version: Australia
  • Updated March 12, 2026
  • 5 minutes to read
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    Summary of Quote Management

    Quote Management is an application designed for creating and managing product and service quotes, either standalone or as part of the Sales Customer Relationship Management (Sales CRM) suite. It supports sales agents in generating formal offers with specific pricing and payment terms, which can be derived from opportunity records or created independently depending on configuration.

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    Key Features

    • Integrated User Interface: The application integrates with product catalogs and a product configurator to streamline quote creation. The interface includes tabs for details, catalog browsing, line items, revisions, customer orders, and pricing adjustments.
    • Product Configurator: Enables browsing, selecting, and customizing configurable product offerings with options and relationships, facilitating precise quote line creation and updates.
    • Pricing Adjustments: Supports automatic and manual pricing adjustments including markups, markdowns, percentage changes, and price overrides. These adjustments are applied at the line item level and rolled up to the total quote.
    • Cost Books: Maintain unit costs for products to assist in profit margin calculations, discount management, and negotiation support, ensuring pricing aligns with business objectives.
    • Sales Agreement Enablement: Activating sales agreements modifies the quote workflow, allowing agents to add products per agreement terms, including configurable bundles and category or offer-level discounting.
    • Location Management: Assign product inventory locations to quotes, with the ability to copy products and services between locations.
    • Quote PDF Generation: Create branded PDF documents of quotes for customer review and electronic signatures, supporting integrations with signature platforms like DocuSign.
    • Channel Partner and Quote Related Party Management: Manage multiple sellers or partners on quote line items with different permission levels to support complex business sales scenarios.

    Practical Benefits for ServiceNow Customers

    • Leverage seamless integration with product catalogs and pricing engines to build accurate, customized quotes efficiently.
    • Use cost books and pricing adjustments to maintain profitability and flexibility in pricing strategies.
    • Enable sales agreements to enforce contract terms and streamline the quoting process for recurring or bundled offerings.
    • Manage multi-party sales and channel partners with controlled access to quote details, enhancing collaboration.
    • Generate professional, branded quote documents that facilitate faster customer approvals and electronic signing.

    Next Steps

    To implement and configure Quote Management effectively within your ServiceNow environment, refer to the configuration guides provided under Configuring Quote Management. This will help tailor the application to your sales processes and organizational requirements.

    Quote Management is an application used to create and manage product and service quotes. Quote Management can be a separate application or part of the Sales Customer Relationship Management (Sales CRM) application.

    A quote is a formal offer for products and services, proposed at specific prices and related payment terms, which is sent to a prospective customer or consumer. In the context of Sales Customer Relationship Management, quotes can be created from the Opportunity Management application or quotes can be created separately, depending on your configuration.

    Quote Management user interface

    The Quote Management application is integrated with the product offering catalog and product configurator to help sales agents build quotes easily and conveniently. The Quote Management interface contains the following tabs:

    Table 1. Quote Management tabs
    Quote window tabs or options Description
    Details tab Add basic information for the quote.
    Catalog tab Search for and add products to your quote using the product configurator. Pricing is also managed through the product offering catalogs.
    Line Items tab Add different line items to a quote. In each quote line item, you can update product characteristics and add pricing adjustments.
    Revisions tab Create multiple versions of a quote.
    Customer Orders tab Turn your quote into a customer order.
    Pricing Adjustment tab View and update pricing adjustments.
    Enable a sales agreement in a quote When the sales agreement is enabled, the quote workflow changes and enables agents to add products and services according to the sales agreement.
    Create a quote PDF document Sales agents can create a PDF document from a quote to send to customers for review and signatures.

    Channel Partner Quote management for business organization

    		 Channel partners with multiple locations can create and manage the quote related parties in case of multi-partners sales. They can also view detailed price breakdowns on quote line items.

    Quote Related PartyQuote management for business organization
    Multiple sellers or partners can be added to the quote line item for some business orders. There are two types of quote-related parties:
    • Authorized organization: This type of organization partners have full permissions to access, view, edit, or modify quote details
    • Listed organization: This type of organization partners are added solely for tracking purposes and does not have any permissions to view, access, edit, or delete quote details.

    Integrate Quote Management with product offering catalogs

    Quote Management is integrated with the product catalog and pricing to make adding products to your quote easier and convenient. Agents use the catalog to browse product offerings and the product configurator to add options and pricing to your products. Then they simply add them to the quote. Pricing adjustments that are fetched based on pricing matrices rules are automatically added and presented in the quote.

    Use the product configurator

    The product configurator lets your agents configure products in the following ways:
    • Browse and add configurable product offerings from the catalog to create quote lines.
    • Select product options and view product relationships.
    The product configurator uses Sales Customer Relationship Management primitives to create and update quote lines and characteristics.

    Configure and create quote line items

    From the product catalog, browse and add product offers to create quote lines and characteristics.

    With the product configurator, characteristics options and relationships can be changed and updated in the Catalog tab for Quote Management. The product configurator uses Quote Management primitives to create and update quote lines and characteristics.

    Add pricing adjustments to quotes

    Quote Management integrates with the pricing engine to get the list price and price adjustments for the product offers in your quote.

    Auto-pricing adjustments are fetched from the pricing engine. Manual pricing adjustments are added by the agent.

    Pricing adjustments include markups, markdowns, and price overrides. Total Adjustments are applied to each line item with the cumulative total from each line rolled up to total.

    Quote Management lets sales agents add the following types of manual pricing adjustments:
    • Markup amount - add a markup amount to a product.
    • Markdown amount - add a markdown amount to a product.
    • Markup % - add a markup percentage to a product.
    • Markdown % - add a markdown percentage to a product.
    • Price override - override a price and set a new price.

    Add cost books in Quote Management

    A cost book contains the unit costs for product offerings. Cost books provide your agents with the following benefits:
    • Profit margin calculation: Ability to calculate the profit margin by subtracting the cost price from the quoted selling price, helping your sales team verify that their pricing strategy aligns with desired profit margins,
    • Discount management: Apply discounts to quotes based on cost prices to incentivize bulk purchases or long-term commitments for flexible pricing strategies while maintaining profitability and competitive incentives to your customers.​
    • Negotiation support: Use cost prices as a reference during negotiations with your customers or suppliers. It provides a transparent basis for discussions, helping you build trust and facilitating fair and mutually beneficial agreements.​

    To learn more about cost books and their configuration, see Pricing Management, Create and publish a cost book, Create a cost book line, and Configuring Quote Management.

    Enable a sales agreement in Quote Management

    Enabling a sales agreement in Quote Management changes the quote to a sales agreement workflow that sets the products and services according to the sales agreement. Agents can add simple products or configurable products including product bundles to a sales agreement.
    • Configurable bundles with the ability to choose from all available child offers and optional products.
    • Category level discounting
    • Offer level discounting.

    Set a location for product inventories

    Use the location feature to set a location for products available in the product catalog.
    • Select a location to add products and services to the quote line.
    • Copy all products and services from one location to another.

    Create PDF documents for a quote

    Sales agents can create a PDF document for a quote that can be sent to customers for review and electronic signatures.
    • Quote PDF documents can be linked to electronic signature apps like Docusign that enable customers to sign quotes electronically.
    • Quote PDF document templates can be created that reflect customer branding and logos.
    • Quotes PDF documents that can be sent to customers for review and approvals.

    See Configure quote PDF documents and Create a quote PDF document for more information about creating PDF documents for quotes.

    What to do next

    To learn about setting up Quote Management, see Configuring Quote Management.