Using the CPQ Configurator

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Using the CPQ Configurator

    The CPQ Configurator enables agents and customers to customize configurable products within Sales Customer Relationship Management (CSM) transactions such as opportunities, quotes, and orders. It supports dynamic product configuration based on customer needs or product attributes without requiring deep knowledge of complex product structures.

    Show full answer Show less

    Agents access the configurator through the CSM Configurable Workspace, while customers use it via the Business Portal for self-service. The CPQ Configurator is available only if implemented in your organization; otherwise, the legacy product configurator is used.

    Key Features

    • Bundle Product View: Displays all products included in a bundle. Selecting a product reveals its configurable features and options.
    • Option Selections: Shows product attributes and available features such as characteristics and options, including text fields for additional product information.
    • Quantity Input: Allows specifying the number of units for the selected product.
    • Shopping Cart: Reflects current selections and pricing, which updates automatically as options are chosen. The cart’s position in the interface can be moved or pinned to different locations (left, right, or below options) for user convenience.
    • Completion Icons: Visual indicators that show whether all required entries and selections are complete (checkmark) or if attention is needed (alert icon). Selecting an alert icon provides guidance to locate and resolve missing required entries within the bundle configuration.

    Practical Use for ServiceNow Customers

    When adding configurable products to CSM transactions, selecting a customizable product from the catalog automatically launches the CPQ Configurator interface. This simplifies the product customization process, ensuring accurate configuration and pricing without the need for extensive product expertise.

    By leveraging the CPQ Configurator, agents can efficiently tailor products during sales processes, and customers can perform self-service configurations with clear guidance and validation, improving transaction accuracy and user experience.

    Agents and customers use the CPQ Configurator to customize configurable products in Sales Customer Relationship Management transactions such as opportunities, quotes, and orders.

    CPQ Configurator overview

    With the CPQ Configurator, agents and customers can configure offerings dynamically based on customer needs or product attributes, without having extensive knowledge of product structures and hierarchies. Agents use the configurator in the CSM Configurable Workspace, while customers use the configurator in the Business Portal for self-service transactions.
    Note:
    The CPQ Configurator is available if it's been implemented in your organization. Otherwise, the legacy product configurator is available for customizing configurable products.
    Figure 1. CPQ Configurator in CSM Configurable Workspace and Business Portal
    Example product bundle displayed in the CSM Configurable Workspace and the Business Portal.

    When adding products to Sales Customer Relationship Management transactions, agents and customers select a customizable product offering from the product catalog, which automatically launches the configurator. The configurator displays the available features and options that can be selected for the product.

    Figure 2. CPQ Configurator interface
    Sections in the CPQ Configurator interface, described in the following table.
    The CPQ Configurator interface has the following features:
    Table 1. CPQ Configurator features
    Feature Description
    1. Products in the bundle Products that comprise the bundle. Select a product in the bundle to view the features and options available.
    2. Option selections Section that displays the available product attributes and features, such as characteristics and characteristic options for the product. This section can include text fields for entering relevant product information.
    3. Quantity Option for entering the number of products needed.
    4. Shopping cart List that reflects the current selections made and their associated pricing.
    • As you select options, the pricing is calculated and displayed automatically.
    • Use the Gear icon to move the shopping cart component to different locations in the layout (left, right, bottom).
      Note:
      The default location for the shopping cart is below the option selections section. In this example, the shopping cart was moved so that it appears in the right pane.
    • Use the Pin icon to dock the shopping cart in a particular location (left pane, right pane, or below the options selection section).
    5. Completion icons Icons that indicate the state of the configuration:
    • Checkmark icon: Indicates that the required entries and option selections are complete.
    • Attention icon: Indicates that a required entry must be made. Select the icon for a description of the option or entry to be completed. To locate the required entry, review the selections for all the products in the bundle. The required entry is identified by an alert icon and message.