Configuring Quote Experience

  • Release version: Australia
  • Updated May 7, 2026
  • 2 minutes to read
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    Summary of Configuring Quote Experience

    The Configuring Quote Experience guide outlines how to set up and customize the ServiceNow CPQ (Configure, Price, Quote) Quote Experience for your organization. This configuration controls the quote layout, user interactions, pricing calculations, approval requirements, and available actions throughout the quote lifecycle. Proper sequence and completion of required tasks ensure a smooth implementation tailored to your sales workflow and business needs.

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    Key Features

    • Quote Transaction Stages: Define discrete sales process phases with entry criteria, associated rule groups, and stage-specific behaviors such as idle timeouts and open state actions.
    • Transaction Fields: Configure data fields on quote headers and line items, supporting five types: Text, Number, Boolean, Picklist, and Date/Time.
    • Rules and Rule Groups: Set conditions and automate actions like hiding fields, showing messages, filtering picklist options, and modifying field values. Group rules for stage and event assignments.
    • Events: Use system or custom events triggered by buttons or API calls to execute rule groups, integrations, and control stage transitions.
    • Layouts: Design the user interface, organizing fields, events, and UI elements into tiers, columns, and line item grids.
    • Views: Manage field and event permissions per persona and stage, defining which fields are editable, read-only, or hidden, and which events are active.
    • Personas: Represent different user roles within the quoting experience, each linked to a view specifying their access and permissions throughout the quote process.
    • Integrations: Enable bidirectional data exchange between Quote Experience and external systems via HTTP, connections, and transformation templates.
    • Advanced Product Filtering: Dynamically control product visibility in the quote catalog based on transaction context and admin-defined rules (requires enabling the tenant setting ‘enableCatalogFilter’).
    • Runtime API Calls: Support programmatic, headless quoting functions such as session initialization, transaction creation, event execution, and product addition.
    • Metrics API: Access usage analytics including user views, session durations, and time spent in each stage, with configurable date ranges (defaults to last 30 days).

    Practical Benefits for ServiceNow Customers

    By configuring the Quote Experience, administrators can tailor the CPQ process to match their unique sales workflows and user roles, ensuring a streamlined and controlled quoting process. The ability to define stages, fields, rules, and permissions allows for precise control over user interaction and data capture. Integration capabilities facilitate seamless data exchange with external systems, while advanced filtering and APIs provide extensibility and automation options. Ultimately, this configuration empowers organizations to improve quote accuracy, enforce business rules, and gain insights into quoting activities for continuous improvement.

    Configuration tasks and sequence for setting up the ServiceNow CPQ Quote Experience with Quote Experience for your organization.

    Configure the Quote Experience to control the quote layout and behavior for your users — the fields they see, how pricing is calculated, which approvals are required, and what actions are available at each stage of the quote lifecycle.

    Complete the required configuration tasks in order before you enable the quoting experience for your users. Complete optional tasks based on your implementation requirements.

    Quote Experience

    Using Quote Experience, administrators can:

    • Access and configure stages, associated fields, related rules, rule groups, events, layouts, views, and personas.
    • Define the sales workflow stages your organization needs and define the conditions that must be true before a transaction can enter each stage.
    • Identify the transaction-level (header) fields and transaction line-level fields to capture on each quote.

    Configuration overview

    Complete the following tasks to configure the quoting experience.
    • Quote transaction stages — Stages structure the quoting process into discrete phases. Each stage can have entry criteria, rule group associations, and stage-specific layout behavior including idle timeout and behavior on open.
    • Quote transaction fields — Fields store data on a quote at the transaction (header) level and the transaction line level. Quote Experience supports five field types: Text, Number, Boolean, Picklist, and Date/Time.
    • Quote transaction rules and rule groupings — Rules evaluate conditions and perform actions such as hiding fields, displaying messages, filtering picklist values, and setting or clearing field values. Rule groupings bundle rules together for assignment to stages and events.
    • Quote transaction events — Events are buttons or API triggers that run rule groups, call integrations, and drive stage transitions. Quote Experience provides system events for common operations and supports custom events for business-specific actions.
    • Quote transaction layouts — Layouts define the quote user interface, controlling which fields, events, and UI effects appear and how the quote is organized into tiers, columnsets, and a line item grid.
    • Quote transaction views — Views control field and event access permissions for each persona at each stage. A view defines which fields are editable, read-only, or hidden, and which events are active or unavailable.
    • Quote transaction personas — Personas represent distinct user types in the quoting experience. Each persona is assigned to a view that defines its permissions at each stage of the quote lifecycle.
    • Quote transaction integrations — Integrations connect Quote Experience to external data sources, enabling bidirectional data exchange between quotes and third-party systems using HTTP methods, connections, and transformation templates.
    • Advanced product filtering — Advanced product filtering dynamically controls which products appear in the quote catalog based on admin-defined rules and transaction context. Requires the enableCatalogFilter tenant setting.
    • Quote Experience runtime API calls — Runtime APIs support headless quoting operations including initializing sessions, creating transactions, running events, and adding products via upsert.
    • Quote Experience metrics API — The metrics API retrieves usage analytics including views by user, session time, and time spent in each stage, with configurable date ranges defaulting to the last 30 days.