---
sourceDocument: Australia Sales Customer Relationship Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/order-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Installing the Salesforce ServiceNow Quote Experience Integration Package extension

# Installing the Salesforce ServiceNow Quote Experience Integration Package extension {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 11 minutes to read
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## Summary of Installing the Salesforce ServiceNow Quote Experience Integration Package extension

This guide details how to install and configure the Salesforce ServiceNow Quote Experience Integration Package extension, enabling seamless integration between Salesforce and ServiceNow CPQ Quote Experience.
The package facilitates transaction management and data synchronization, enhancing quoting workflows across both platforms.
Show full answer Show less  
Prerequisites include having a ServiceNow CPQ environment integrated with Salesforce, with ServiceNow Quote Experience enabled. The ServiceNow CPQ Managed Package version 2.7 or later must be installed in Salesforce if not already present. Support tickets are required to activate ServiceNow Quote Experience features.

## Key Installation and Configuration Steps

* **Install the Managed Package:** Salesforce administrators install the ServiceNow CPQ Quote Experience integration package, which includes permission sets configurable per user or profile.
* **Enable Salesforce Settings:** Activate Custom Address Fields, add ServiceNow CPQ URLs as trusted in Salesforce Security settings, and configure Remote Site Settings to allow communication between platforms.
* **Configure Runtime Client Token:** Create and update a runtime client token in ServiceNow CPQ with TRANSACTION permissions and a valid user ID; then install this token in Salesforce via the ServiceNow CPQ.io Admin Custom Settings.
* **Update Salesforce Opportunity Layout:** Add the Transactions related list and enable the Edit Transaction link to allow users to launch and manage ServiceNow CPQ transactions directly from Salesforce Opportunity records.
* **Set Up Custom Field Mappings:** Configure metadata to synchronize key data fields between Salesforce transactions and ServiceNow CPQ transactions during creation or updates.
* **Activate Salesforce Flows:** Enable flows that sync Opportunity Lines with Transaction Lines and manage transaction state changes to maintain data consistency.

## Using the Integration

* **Create Transactions:** Users initiate ServiceNow CPQ transactions from Salesforce Opportunity records, which automatically create linked transaction records in ServiceNow CPQ.
* **Edit Transactions:** Users can launch ServiceNow Quote Experience within Salesforce via the Edit Transaction button or link, with the interface loading inside Salesforce as an iFrame.
* **Clone Transactions:** Cloning a transaction in Salesforce creates a duplicate ServiceNow CPQ transaction; however, line items require manual synchronization within ServiceNow Quote Experience.

## Troubleshooting

* **Missing Transaction Button:** Verify the Opportunity page layout and Lightning App Builder settings to ensure the Transactions related list and Edit Transaction link are visible.
* **"Transaction with id 'null' could not be found" Error:** Check that the runtime client token is correctly configured and active, and confirm the user has permission to create transactions in ServiceNow CPQ.
* **Permissions Management:** Assign users to appropriate personas in ServiceNow CPQ Transaction Admin, link personas to views, and ensure the createTransaction event is active and accessible for those personas.

## Practical Benefits for ServiceNow Customers

By following this guide, ServiceNow customers can:

* Enable a robust, integrated quoting experience between Salesforce and ServiceNow CPQ.
* Streamline transaction creation, editing, and cloning workflows directly within Salesforce.
* Maintain synchronized data across platforms, improving accuracy and efficiency.
* Manage user permissions effectively to control transaction creation rights and access.  
Install the Salesforce ServiceNow Quote Experience Integration Package Extension to enable ServiceNow Quote Experience with Salesforce.

## Prerequisites {#installing-the-salesforce-transaction-manager-integration-package-extension__Prerequisites}

This guide assumes that your ServiceNow CPQ environment is integrated with a Salesforce org, and that ServiceNow Quote Experience is enabled. If your Salesforce org has no ServiceNow CPQ packages installed, install version 2.7 or later of the ServiceNow CPQ Managed Package. For instructions, see [Installation and setup guide for environments linked to Salesforce orgs](https://www.servicenow.com/docs/NeSqqcm7QhLDdXVEYEkdEA "Step-by-step instructions for setting up ServiceNow CPQ in an environment linked to a Salesforce org.").  
Note:  
ServiceNow CPQ ServiceNow Quote Experience has no dependencies on Salesforce CPQ. You can ignore any steps or references specific to Salesforce CPQ.

Submit a support ticket requesting ServiceNow Quote Experience is turned on in your ServiceNow CPQ environment.  
Note:  
Create a support case by using the [ServiceNow Support portal](https://support.servicenow.com). For step-by-step instructions, see [Create a case on Now Support for CPQ Customers](https://support.servicenow.com/kb?sys_kb_id=d67d3e71475d7a90f64de825126d4326&id=kb_article_view).

## About the ServiceNow CPQ
ServiceNow Quote Experience extension {#installing-the-salesforce-transaction-manager-integration-package-extension__section_tbq_fjp_ghc}

The ServiceNow CPQ
ServiceNow Quote Experience Extension is a package of components that Salesforce administrators install on their Salesforce environment to facilitate the integration between Salesforce and ServiceNow CPQ
ServiceNow Quote Experience.

Contact ServiceNow customer support for information on the latest version and how to access the managed package for installation.

Admins can install the package for admins only, for all users, or for specific profiles. The package includes permission sets for ServiceNow Quote Experience that can be assigned to individuals or replicated on profiles. To view the permissions sets, in Setup, go to Users, and then see the ServiceNow CPQ.ai Full Access option in Permission Sets.

After it is installed, you can view the version of the package in the Installed Packages section of Salesforce Setup.

## Salesforce: Enable custom address fields {#installing-the-salesforce-transaction-manager-integration-package-extension__Salesforce_-Enable-Custom-Address-Fields}

The Salesforce environment must have Custom Address Fields enabled. If this feature is not enabled, see this article for more information: [Enable Custom Address Fields](https://help.salesforce.com/s/articleView?id=sf.fields_caf_enable.htm&type=5)

## Salesforce: Allow security exceptions for ServiceNow CPQ {#installing-the-salesforce-transaction-manager-integration-package-extension__section_e3r_1lp_ghc}

Add trusted URLs:

1. From Salesforce Setup Home, go to SettingsSecurityTrusted URLs. Create a new trusted URL.
2. Provide an API name.
3. Enter the URL of the ServiceNow CPQ environment, as shown below.


4. Under CSP Directives, make sure that at least frame-src (iframe content) is enabled, and click Save.

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Configure remote site settings:

1. From Salesforce Setup Home, go to SettingsSecurityRemote Site Settings. Create a new remote site.
2. Provide a name.
3. Enter the URL of the ServiceNow CPQ environment as shown in image below, and click Save.

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Optionally, allow microphone access for Cosmo Converse (currently in beta). Cosmo Converse allows the user to communicate via voice with ServiceNow Quote Experience By default, this feature is not enabled. To use Cosmo Converse, submit a support ticket that describes your use case. To prepare for Cosmo Converse, update Salesforce settings to allow microphone
access.

1. From Setup Home, go to SettingsSecuritySession Settings.
2. Under Browser Feature Permissions, make sure that the check box for Include Permissions-Policy HTTP header is disabled.
3. If necessary, click Save.

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## ServiceNow CPQ: Set up the runtime client token {#installing-the-salesforce-transaction-manager-integration-package-extension__Logik_-Setup-Runtime-Client-Token}

The ServiceNow CPQ runtime client token facilitates authentication for communications from Salesforce to ServiceNow CPQ. For steps to create a runtime client token in ServiceNow CPQ, see [Set up a runtime client](https://www.servicenow.com/docs/go~3fT_Tzj96GyUtNRJ1Fw "Configure a runtime client. Doing so creates a token that you can use to authenticate runtime calls. This can be useful when ServiceNow CPQ is embedded in a VisualForce page."). For this ServiceNow Quote Experience use case, please be sure to enable permissions on this runtime client for TRANSACTION, and add a valid User ID that is recognized by the corresponding Salesforce environment.

Note that in ServiceNow CPQ Admin, the runtime client token must be updated to include TRANSACTION in its permissions and itself as an origin. (For example, the runtime client token for https://test-txn.test02.cpq
must have an origin of https://test-txn.test02.cpq.) Also, when a runtime client token includes TRANSACTION, a user must be included. Make sure that the user has permission to perform the Create Transaction
event.


When you have set up the runtime client token, copy it to your local clipboard for use in the next procedure.

## Install the ServiceNow CPQ Transaction Runtime Token in Salesforce {#installing-the-salesforce-transaction-manager-integration-package-extension__Install-Logik-Transaction-Runtime-Token-in-Salesforce}

1. From the Salesforce App Launcher, search for and open ServiceNow CPQ.io Admin Custom Settings.
2. Press the Set button next to the Runtime Client Token field to enable it.
3. Paste the token from ServiceNow CPQ into the editable field, and click Save.

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Note:  
The runtime client token isn't displayed on the Admin Custom Settings page after it's been saved.

## Salesforce: Update the Opportunity layout to Open ServiceNow Quote Experience {#installing-the-salesforce-transaction-manager-integration-package-extension__section_b2w_btp_ghc}

1. In Salesforce, click the gear icon in the top right corner.
2. Navigate to SetupObject ManagerOpportunityPage Layouts.
3. Select the page layout to edit. (If you have multiple layouts, choose the one associated with the relevant record type or user profiles.)

4. Scroll down in the layout editor until you see the Related Lists section.

5. Drag the Transactions object from the list of available related lists on the top palette to the desired position in the Related Lists section.

6. Click the wrench icon for the Transaction object to open the properties for the related list.

7. In the Selected Fields section, select the Edit Transaction field from the Available Fields column. Click Add to move it to the Selected Fields column. Rearrange the fields as needed, and click OK to save the changes. After making the changes, click Save in the top left corner.

8. Test the updated layout.
   * As an end user (on the buyside of Salesforce), navigate to an Opportunity record.

   * Ensure that the transaction related list appears on the page and that the Edit Transaction link is visible and functional.

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## Troubleshooting: If the Transaction button is missing {#installing-the-salesforce-transaction-manager-integration-package-extension__Troubleshoot}

If the transaction button is missing from the buyside opportunity detail page, follow these steps.

1. In the top right corner of the page, click the gear icon, and then click Edit Page. This opens the Lightning App Builder for the Opportunity record page.

2. Select the Related Lists component of the page. In the Assign Page Layouts section, find the name of the page layout currently assigned. (In the image, the correct layout is indicated with the word "(previewed).")

3. Click the previewed layout and repeat steps 4 through 7 in the "Salesforce: Update the Opportunity layout to Open ServiceNow Quote Experience section (above). Next, on the buyside, navigate to an opportunity record. Check the Related Lists section to confirm that the transaction object appears. Click the arrow, and create a new transaction to validate that the Edit Transaction (EditLink__c) field is available.

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## Salesforce: Set up custom field mappings {#installing-the-salesforce-transaction-manager-integration-package-extension__Salesforce_-Set-Up-Custom-Field-Mappings}

When a new ServiceNow CPQ transaction record is initiated in ServiceNow CPQ, it can be helpful to transfer essential data from the Salesforce transaction record. This section sets up field mappings that copy (or "twin") information from a field in Salesforce to a field in ServiceNow CPQ, or visa versa, during the transaction creation flow. As an example, it is common for the administrator to twin the value held in LGK__OpportunityId__c to the corresponding ServiceNow CPQ transaction field, txn.opportunity.id.

1. In Salesforce, go to Setup.
2. In the Quick Find bar, search for <kbd class="ph userinput">Custom Metadata Types</kbd>.
3. In the search results, under Custom Code, click Custom Metadata.

4. To access the existing field mappings, locate ServiceNow CPQ.io Transaction Field Mapping in the list of custom metadata types, and click the Manage Records link next to it.

5. Click New, fill out the required details, and then click Save.

   Source fields:
   * Environment: Choose the source of the field value:
     * Select Salesforce for fields originating in Salesforce.

     * Select ServiceNow CPQ for fields originating in ServiceNow CPQ.

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   * Object: Enter <kbd class="ph userinput">Transaction</kbd>.
   * Field: Specify the field name.
     * For Salesforce fields, include the `__c` suffix (for example, `CustomField__c`). Review the exact field names from SalesforceSetupObject ManagerTransactionFields and relationships.

     * For ServiceNow CPQ fields, include prefixes such as `txn.` or `txn.line.` to denote the field (for example, `txn.TotalAmount`). Be sure to use the exact field variable names from AdminTransactionAssociated Fields.

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   Target fields:
   * Environment: Indicate where the field value should be updated (Salesforce or ServiceNow CPQ).
   * Field: Enter the field name of the target in the same format (for example, Salesforce fields with `__c` or ServiceNow CPQ fields with `txn.` prefixes).

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Note:  
* A field mapping record is included as a reference. This cannot be deleted, but its source and target details can be edited. Verify that your custom added field record matches it.
* If you are uninstalling the managed package, any created records for new custom fields must be deleted first.
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## Salesforce: Activate Transaction Line to Opportunity Line syncing and asset flows {#installing-the-salesforce-transaction-manager-integration-package-extension__Salesforce_-Activate-Transaction-Line-_-Opportunity-Line-Syncing-and-Asset-Flows}

Note:  
By default, the following flows are active:

* ServiceNow CPQ.ai Copy Transaction
* ServiceNow CPQ.ai Create Transaction (Record Trigger)
* ServiceNow CPQ.ai Create Transaction (Screen)
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1. From Salesforce Setup Home, search for "Flows". Click Process AutomationFlows.

2. Search for the following. You will perform step 3 for each:

   * ServiceNow CPQ.io Opportunity Line Sync (Upsert)
   * ServiceNow CPQ.io Opportunity Line Sync (Delete)
   * ServiceNow CPQ.io Primary Transaction Change
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3. For each of the three flows identified in step 2, activate one of the following options:
   * Option 1: Using the drop-down menu:
     * Click the arrow to the right of the flow name.

     * Select View Details and Versions.
     * Click Activate for the most recent version of the flow.

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   * Option 2: Open the flow:
     * Click the flow name to open it in the Flow Builder.

     * Click Activate at the top right of the Flow Builder.

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Make sure all the flows are in active status.  
Note:  
Opportunity line syncing is applied only to the transaction assigned to the Primary Transaction opportunity field.

## End-user flow: Launching a ServiceNow CPQ transaction from Salesforce {#installing-the-salesforce-transaction-manager-integration-package-extension__section_lcc_zhq_ghc}

* Create a transaction record in SalesforceThere are several ways for the end user to initiate a ServiceNow CPQ transaction in Salesforce. The most common flow starts on the Opportunity record.

  1. From an Opportunity record, click the arrow in the transaction's related list, and then click New.

  2. A new transaction opens with the Opportunity field populated. Fill in Account, Primary Contact, and any optional fields. Click
     Save.

  3. A record-triggered flow in the managed package creates a new transaction in ServiceNow CPQ. The UUID of the new ServiceNow CPQ transaction record updates in Salesforce (LGK__TransactionUUID__c). If the transaction ID does not appear immediately, refreshing the browser usually corrects the anomaly.

     If the Transaction Id field remains unpopulated after a browser refresh, see the Troubleshooting section below.
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* Edit a transactionFrom a Salesforce transaction (or a transaction related list), ServiceNow Quote Experience can be launched using either the Edit Transaction button on the transaction detail page or the link available via the Edit Transaction field. This
  loads a ServiceNow CPQ transaction based on the Transaction Id field in the Salesforce record.

  ServiceNow Quote Experience loads in an iFrame, replacing the current subtab in Salesforce.  
  Note:  
  Salesforce's classic UI is not supported.
* Copy TransactionBy clicking the Clone button on the Salesforce transaction record, users can call a ServiceNow CPQ Copy event to recreate the transaction and lines in ServiceNow Quote Experience. This action is based on the transaction ID on the header record in Salesforce and results in a cloned transaction record.

  Note:  
  Cloning a transaction from Salesforce does not automatically make copies of the affiliated line records to the new transactions. To clone the lines to the new transaction, launch the new (cloned) transaction record in ServiceNow Quote Experience, and initiate a Salesforce sync.
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## Troubleshooting: ServiceNow CPQ fails to launch with a "Transaction with id 'null' could not be found" error {#installing-the-salesforce-transaction-manager-integration-package-extension__section_jmk_f3q_ghc}

This error occurs when the creation of a new ServiceNow CPQ transaction record is initiated via API call from Salesforce and fails. This failure usually occurs due to one of two reasons:

* The Transaction runtime token is incorrectly set up or has expired. Review the steps in the "ServiceNow CPQ: Set Up the runtime client token" section above.
* The user creating the ServiceNow CPQ transaction record from the Salesforce UI does not have permission to do so.

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To troubleshoot permissions errors, follow these steps.

1. In Transaction Administration, click Personas.
2. In the list of personas, observe which persona is labeled DEFAULT. The screenshot below shows that "Sales Rep" is the default persona. By default, all new users are assigned this persona.

3. Open each persona record. Find your user name. The user you are debugging should only be visible in one persona. Once you find the appropriate persona, note the view that manages this persona's access. In the example, the user is among the listed user names in the Sales Rep persona. This persona's access is managed by the "sales" view.

4. Open the view that manages the persona's access. In our example, the view is named "sales". To open the view, in ServiceNow CPQ Transaction Admin Home, go to Views, and then click the managing view.

5. On the view detail page, click Access, click Events, and search for <kbd class="ph userinput">createTransaction</kbd>. In the initial stage, the create transaction event (varname: createTransaction) must be set to Active.

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To sum up: for any given user, the administrator must manage the items in the following table.
{#installing-the-salesforce-transaction-manager-integration-package-extension__table_o1w_3kp_ghc__entry__2}

| Issue | Correctio |
|-|-|
| User persona assignment | Navigate to Personas in ServiceNow CPQ Transaction Admin, and select a persona record. * To add a user to a persona, click + Associate Users. * To remove a user from a persona, select a user name, and then click Remove Selected. {#installing-the-salesforce-transaction-manager-integration-package-extension__ul_r1w_3kp_ghc} |
| Persona view assignment | In ServiceNow CPQ Transaction Admin, go to Views, select a view record, and then click Associated Personas. |
| View: access to each event, per stage | For information about how to perform fine-grained access administration (recommended), see the Events CSV File section in [Quote transaction views](https://www.servicenow.com/docs/u0c2uatWkGDHK9KjK2a0nA "Views control how users with specific personas can view and modify fields and events at each stage of a quote in ServiceNow CPQ."). To administer access in a less precise way, go to Events in ServiceNow CPQ Transaction Admin, Select the Create Transaction event, Select Edit Event Access, and set the event access to Active. By default, the event is active across all stages and views. |
[ ]

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*[\>]: and then