ServiceNow CPQ release notes
ServiceNow CPQ is a configuration engine that acts as the "C" in Configure, Price, Quote. It uses an attribute-based approach to simplify complex product logic. The engine delivers dynamic blueprints, real-time user interfaces, and a Commerce Logic Engine that generates accurate outputs like bills of materials.
ServiceNow Quote Experience is a high‑performance transaction and quoting application that centralizes complex commercial logic—products, pricing, rules, and life cycle—into a single, configurable user experience that scales across CRM and back-office ecosystems.
ServiceNow CPQ highlights for the Australia release
- Configure price and quantity ramps for subscription products directly in the CPQ Configurator, with support for split lines, reconfiguration, and delta pricing.
- Pre-populate configuration fields at the start of a configuration session by mapping incoming request data, such as line attributes and characteristics, to config fields directly in the CPQ admin UI.
- Enable agents to invoke Config AI capabilities directly using the Agent-to-Agent (A2A) protocol, without requiring manual integration setup.
- Upload deal-specific documents such as customer emails, RFPs, and meeting notes so that Config AI and Quote AI have full deal context when generating configurations and quotes.
- Upload organizational documents such as pricing policies, standard operating procedures, and product specifications so that Config AI and Quote AI reference your company's specific rules and standards during configuration and quoting sessions.
- Manage transaction lines more precisely using natural language by targeting specific line numbers, adding favorited products, triggering events, updating header fields, and clearing field values directly from a prompt.
- Review and act on Smart Predict recommendations directly inline in the configuration layout, with controls to accept or dismiss individual values or accept all recommendations at once at the layout or group level.
- Use the guided setup to step through the initial configuration of the ServiceNow CPQ configurator.
- Configure and manage thousands of line items with a single‑page, scalable transaction user experience that includes search, filtering, rollups, and in‑memory rule execution.
- Achieve consistent pricing, validations, and process control without heavy scripting using attribute‑based rules, events, calculations, and workflow stages.
- Integrate with Salesforce, ServiceNow, and downstream systems using ServiceNow Quote Experience API‑first design, which acts as the system of record for transaction data while remaining CRM‑agnostic.
- Duplicate an existing solution configuration node in a set, directly from the solution configuration navigation sidebar to use it as the starting point for a new node.
- Enable AI-assisted quote creation, modification, and automated generation by interpreting user intent and contextual triggers with Quote AI Agent.
For more information, see ServiceNow CPQ Configurator - Advanced.
New in the Australia release
- Price and quantity ramps in the CPQ Configurator
- Use the CPQ Configurator to configure price and quantity ramps for subscription products with recurring pricing. View and manage ramp segments through a summary table and detailed modal, apply quantity updates as a delta across segments, and relaunch the configurator for ramped products to support MACD scenarios.
- Source line configuration field mappings
- Reduce manual data entry during configuration by defining mappings in the CPQ admin UI that automatically populate config fields when a session initializes. Map incoming request data such as line or characteristics to product picker subfields and other config fields, and import or export mappings as part of a blueprint export or standalone CSV.
- Config AI Agent-to-Agent (A2A) support
- Allow agents to communicate directly with Config AI using the A2A protocol to generate and validate product configurations as part of broader agentic workflows. Onboarding and offboarding of the Config AI agent is handled automatically based on a tenant setting.
- ServiceNow CPQ Configurator guided setup
- Use the guided setup for initial configuration of the ServiceNow CPQ configurator to define product pricing, create pricing rules, and create complex product bundles. The guided setup provides a structured step-by-step process that streamlines the initial setup process.
- Transaction Access Control
- Control precisely who can view and edit each transaction to improve security and compliance using Transaction Access Control. Admins and creators automatically receive full access and can grant access to others. Any user with access can also grant or remove access for others.
- Transaction AI – Bulk Line Update via File Upload
- Enables AI column and line item mapping to allow for seamless transition from third-party systems. Transaction AI can be used to add items from favorites enabling users to quickly add commonly used products via voice or text. Triggers events for users via voice or chat
- AI Admin Uploads for Advanced Product Configurator and Transaction Manager
- Enables admins to upload business and blueprint related context documents to provide Configuration AI and Transaction AI more context of business, standards product information etc.
- Export Lines UI Effect
- Export Transaction Lines to a .csv file via a new UI effect. The exported file includes all lines in the transaction that meet the current line sort, filter, and column show/hide settings.
- Layout editor
- Design and maintain layouts in a visual-based editor. Add and organize layout components, configure UI Effect and element properties, manage theming and more, all in an intuitive visual interface.
- Share product favorites
- Improve collaboration and user efficiency by sharing saved favorite products and configurations with other users, enabling sharing and reuse of product configurations.
- Tenant-configurable namespace prefixes for Salesforce fields
- Configure a custom namespace at the tenant level to align Salesforce fields and references with your managed package. When a custom namespace is set, ServiceNow CPQ uses it for all generated Salesforce fields and all field lookups instead of the default LGK_ prefix. If no custom namespace is configured, the system defaults to LGK_ to preserve compatibility with existing tenants.
- Dynamic selection of Sales CRM catalog items in the ServiceNow CPQ admin UI
- Select product offerings, product specifications, and product characteristic values directly in the ServiceNow CPQ admin UI without manually entering system IDs. Search and select Sales CRM catalog items using built-in UI selectors when configuring products, creating product rules, or setting up pickers, advanced product actions, BOM enrichments, and library functions.
- Node cloning for solution configuration
- Duplicate an existing solution configuration node in a set, directly from the solution configuration navigation sidebar to use it as the starting point for a new node. The original node in a set must be in the valid state.
- Manage transaction lines using natural language. You can upload CSV or XLSX files directly in the chat to add or update lines, map file columns to transaction fields through a guided conversation, preview the changes, and apply or cancel them before execution. Target specific transaction lines by referencing line numbers or ranges in your prompts, enabling precise updates such as modifying field values or removing selected lines.
- Upload context documents for AI-assisted configuration and quoting
- Upload organizational documents — such as pricing policies, standard operating procedures, product specifications, and playbooks — to provide Config AI and Quote AI with company-specific context during configuration and quoting. Supported formats include Excel, Word, PDF, text, markdown, and images (with OCR support). These documents are also used by Transaction AI to improve recommendations, product matching, and event suggestions during transaction sessions.
- Config Converse
- Configure complex products using natural language. Buyers can submit a configuration request through a prompt field on an administrator-designed landing page. The request is processed by an AI agent, which
interprets the input and drives the product configuration session. For renewal scenarios, Config AI can reuse a previous configuration as a starting point, enabling faster upsell and cross-sell opportunities
while maintaining continuity across renewal cycles. Using Config AI, you can:
- Submit product configuration requests using natural language through a prompt field on the landing page.
- Complete product configuration through a conversational interface within the buying experience.
- Design the Config Converse landing page using the ServiceNow CPQ layout editor with configurable elements such as text, images, fields, and a prompt component.
- Allow buyers to skip the landing page using a dismissal preference in the layout editor.
- Check for a predicted configuration after the initial buyer request. Apply it automatically when Smart Predict is enabled for both the tenant and the layout. Smart Predict must be enabled separately at the tenant level and at the layout level.
- Transaction edit history
- Use the event start time column in the transaction edit history to help admins track the duration of individual transaction events.
- Price and quantity ramps in the CPQ Configurator
- Use the ServiceNow CPQ Configurator to configure price and quantity ramps for subscription products with recurring pricing. View and manage ramp segments directly within the configuration session through a summary table and detailed modal. Apply quantity updates as a delta across segments from the effective date, and save all changes back to the source. Relaunch the configurator for ramped products to support MACD scenarios, with child lines inheriting the correct ramp associations.
- Manage quotes using the Quote AI Agent
- Automating quote creation, product configuration, discount application, and client communication through the Quote AI Agent in Now Assist.
- Quote Experience in Sales CRM
- Create and manage quotes in the Quote Experience within Sales CRM, a modern quoting interface built on the configurable ServiceNow quoting engine. Configure the quote layout with refined UI features. Users can build quotes, submit them for approval directly from the quoting experience, and advance them through configurable approval stages before an order is created. Approvals integrate with the standard ServiceNow approval engine.
- Approvals in the Quote Experience
- Configure a complete approval framework for quotes in the Quote Experience in Sales CRM. Define approval workflows through configurable stages, rules, and trigger conditions that integrate with the standard ServiceNow approval engine. Set up the approver experience, including notification channels (email, in-app, and dashboard), escalation rules for overdue requests, delegation for approver coverage, and comment requirements for audit purposes. Approvers receive notifications through their configured channels and can review, approve, reject, or delegate requests directly from the quote record or approval dashboard before an order is created.
- Opportunity and quote synchronization
- Enable sales users to designate a quote as the primary quote for an opportunity and synchronize its lines back to the source opportunity record. The Enable Sync and Disable Sync events, integration, rules, and fields are productized into the Sales CRM quoting experience. Only one quote can be primary at a time per opportunity.
Activation information
Features such as product and configuration sharing in ServiceNow Quote Experience features, require activation by ServiceNow. Submit a support ticket to enable these features.
Accessibility information
The ServiceNow CPQ runtime configuration experience includes the following keyboard and screen reader accessibility improvements.
- Navigate and select options in single-select picklists, selectable product cards, and the product picker grid using a keyboard.
- Shopping cart and bill of materials (BOM) column headers are announced as text with full, untruncated labels, and table cells reference their row and column headers for screen reader context.
- Field labels are read across transaction runtime fields, keyboard focus returns to the date input after a calendar selection, and the field edit page provides more descriptive context for related item tiles and tooltips.
- The ServiceNow CPQ and ServiceNow Quote Experience runtime interface supports 400% zoom without loss of content or functionality, meeting the WCAG 2.2 success criterion 1.4.10 (Reflow). Users who rely on screen magnification can navigate and interact with the quoting experience at 400% zoom on a standard viewport.
The CPQ admin UI includes the following keyboard and screen reader accessibility improvements:
- Skip links on list pages allow keyboard users to bypass navigation and go directly to main content or grid rows.
- Grid column headers announce sort direction, and sort indicators appear as separate elements to reduce announcement clutter.
- The New button announces the specific entity type to be created, field edit page tooltips are read aloud on focus, and related item tiles provide more descriptive context for assistive technology users.
The CPQ runtime configuration and transaction experience includes the following keyboard and screen reader accessibility improvements:
- Navigate and select options in single-select picklists, selectable product cards, and the product picker grid using a keyboard.
- Radio button groups and rectangular pushbutton groups retain their selection when navigating away using a screen reader.
- The complete text of shopping cart or BOM column headers is announced; table cells reference their row and column headers for screen reader context.
- Field labels are read across transaction runtime fields, and keyboard focus returns to the date input after a calendar selection.
- Expandable section headers announce error indicators, field-level error messages are read aloud on input focus, and help popover content is reachable by screen readers.
The CPQ AI runtime experience includes the following keyboard and screen reader accessibility improvements:
- The Config AI view is reachable and navigable using a keyboard, so users aren't misdirected to fields in the main layout during configuration sessions.
- Quote AI is accessible using keyboard navigation and screen readers.
- Smart Predict runtime experience elements, including trigger icons, notification icons, and modal interactions, are accessible using keyboard navigation and screen readers.
Localization information
Japanese Localization for ServiceNow CPQ admin UI: The ServiceNow CPQ admin UI supports internationalization for the CPQ Configurator and Transaction Manager. Static user interface elements, including labels, headings, and system text, can be displayed in Japanese. This is part of an initial pilot to support SoftBank onboarding. Administrators can select their preferred language through the ServiceNow platform. If any static content is not translated, the system automatically falls back to English. It also supports Japanese character input across applicable fields and controls. User-generated content remains in the language in which it is entered.