--- 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 --- # ServiceNow Quote Experience # Configuring ServiceNow Quote Experience {#ariaid-title1} Release version: Australia Updated May 7, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) 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 Configuring ServiceNow Quote Experience ServiceNow Quote Experience enables administrators to customize and control the entire quoting process within ServiceNow CPQ. This includes managing quote layouts, pricing calculations, approval workflows, and user actions at each stage of the quote lifecycle. The configuration allows organizations to define sales workflow stages, capture necessary quote data at both transaction and line levels, and integrate with external systems. Show full answer Show less ## Key Configuration Elements * **Quote Transaction Stages:** Define discrete phases in the quoting process with entry criteria, associated rule groups, and stage-specific behaviors like idle timeouts. * **Quote Transaction Fields:** Capture necessary data using five supported field types (Text, Number, Boolean, Picklist, Date/Time) at both header (transaction) and line levels. * **Rules and Rule Groupings:** Automate behaviors such as hiding fields, filtering picklist values, or displaying messages by evaluating conditions grouped for assignment to stages and events. * **Events:** Use system or custom events to trigger rule groups, integrations, and stage transitions, facilitating dynamic quote management. * **Layouts and Views:** Control the user interface and permissions by defining which fields and events are visible or editable, tailored per user persona and stage. * **Personas:** Represent distinct user roles with specific permissions on what data and actions are accessible during the quote lifecycle. * **Integrations:** Connect quotes to external data sources like Salesforce using HTTP methods and transformation templates, enabling seamless data exchange. * **Pricing Setup:** Configure external pricing services to automatically populate pricing fields and enable manual or automatic repricing of quotes. * **Advanced Product Filtering:** Dynamically control available products in the quote catalog based on admin-defined business rules and transaction context. ## Access Control and APIs ServiceNow Quote Experience manages access at two levels: record-level access (who can view or edit quotes) and field-level access (which fields users can see). Record access can be controlled via CRM systems or natively within ServiceNow. The Quote Experience provides metrics APIs for usage analytics and runtime APIs to support integrations and customization, including a Postman collection for testing. ## Additional Capabilities * **Sync Primary Quote to Opportunity:** Sync quote line changes automatically to the associated opportunity, supporting a single primary quote per opportunity. * **Transaction-to-Quote Field Mapping:** Customize data mappings for syncing custom fields when using Sales CRM features. * **Order Creation from Quotes:** Enable users to create orders directly from quotes by adding the Create Order event in layouts. * **Quote PDF Documents:** Generate branded, professional PDF quote templates and integrate with DocuSign for electronic signatures and email delivery. * **Generative AI Integration:** Use ServiceNow Otto for CPQ to apply AI-driven quote summarization and an AI agent that assists sales reps by interpreting intents, configuring products, applying pricing, generating documents, and drafting emails. ## Practical Benefits for ServiceNow Customers By configuring Quote Experience, ServiceNow customers can streamline and standardize the quoting process, enhance quote accuracy, improve sales workflow efficiency, and ensure alignment with organizational policies. Integration capabilities and AI-powered tools further empower sales teams with automated assistance and seamless data synchronization, ultimately accelerating deal closure and improving customer engagement. Configuration tasks and sequence for setting up the ServiceNow® Quote Experience with Quote Experience for your organization. ## Quote Experience {#sales-crm-tm-quoting-configure__transaction-manager-overview} Using ServiceNow Quote Experience, administrators can: * 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. * 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. {#sales-crm-tm-quoting-configure__ul_bf2_dkw_tjc} ## Configuration overview {#sales-crm-tm-quoting-configure__configuration-overview} Complete the following tasks to configure the quoting experience for your users considering the organization and implementation requirements. * [Quote transaction stages](https://www.servicenow.com/docs/i2KkEP3U_1DGDFl_2xD4kA "Stages represent phases in the quoting process. Each stage can have entry criteria, rule group associations, and stage-specific layout behavior in ServiceNow CPQ.") --- 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](https://www.servicenow.com/docs/HvOcEMg~gZcYfzJjjvHxCg "ServiceNow Quote Experience supports five field types at two levels —transaction (header) and transaction line —enabling administrators to capture all required quote data in ServiceNow CPQ.") --- 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](https://www.servicenow.com/docs/pkf_5~c8DjDc4igYF0ngxg "Rules in ServiceNow Quote Experience evaluate conditions and perform actions on quote fields and layouts. Rule groupings bundle rules together to run at stages and events in ServiceNow CPQ.") --- 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](https://www.servicenow.com/docs/NJedF1NRvMIdqJrdPDMiVg "Events trigger rule groups, integrations, and stage transitions on a quote. ServiceNow Quote Experience provides system events and supports custom events in ServiceNow CPQ.") --- 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](https://www.servicenow.com/docs/Lw416qa_lBBm7jF66xiaKA "Layouts define the quote user interface in ServiceNow Quote Experience, controlling which fields, events, and UI effects are visible and how the quote is organized for users in ServiceNow CPQ.") --- 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](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.") --- 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](https://www.servicenow.com/docs/BuqUjyofjWggcNZzzyLK~Q "Personas define distinct user types in the quoting experience, controlling what users can view and edit on a quote at each stage in ServiceNow CPQ.") --- 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](https://www.servicenow.com/docs/KAWsif52Dq3XFyxffLUk~A "Integrations connect ServiceNow Quote Experience to external data sources, enabling the exchange of data between quotes and third-party systems such as Salesforce in ServiceNow CPQ.") --- 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. * [Pricing setup](https://www.servicenow.com/docs/5nbs~~fJgMfz3Rdq4pajaQ "Set up an external connection in ServiceNow CPQ by copying the client ID and client secret of the CPQ.ai Auth record.") --- Enable pricing for the deployment by setting up an external connection to the pricing service. For more information, see [Set up an external connection in ServiceNow CPQ](https://www.servicenow.com/docs/5nbs~~fJgMfz3Rdq4pajaQ "Set up an external connection in ServiceNow CPQ by copying the client ID and client secret of the CPQ.ai Auth record."). When pricing is set up, quote and line pricing fields are populated automatically and the quote can be repriced manually or automatically. For more information about repricing behavior, see [Transaction events](https://www.servicenow.com/docs/NJedF1NRvMIdqJrdPDMiVg "Events trigger rule groups, integrations, and stage transitions on a quote. ServiceNow Quote Experience provides system events and supports custom events in ServiceNow CPQ."). * [Advanced product filtering](https://www.servicenow.com/docs/ZPjsQIhijQ55izW4LsXMkQ "Advanced product filtering dynamically controls which products appear in the quote catalog based on admin-defined business rules and transaction context in ServiceNow CPQ.") --- 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 metrics API](https://www.servicenow.com/docs/I2NleWJSOSWDwByP5iZScA "Reference for the Quote Experience metrics API, including query parameters, default behavior, and metric definitions for views, session time, and stage time in ServiceNow CPQ.") --- 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. {#sales-crm-tm-quoting-configure__ul_cf2_dkw_tjc} * **[Quote transaction stages](https://www.servicenow.com/docs/i2KkEP3U_1DGDFl_2xD4kA)** Stages represent phases in the quoting process. Each stage can have entry criteria, rule group associations, and stage-specific layout behavior in ServiceNow CPQ. * **[Quote transaction fields](https://www.servicenow.com/docs/HvOcEMg~gZcYfzJjjvHxCg)** ServiceNow Quote Experience supports five field types at two levels ---transaction (header) and transaction line ---enabling administrators to capture all required quote data in ServiceNow CPQ. * **[Quote transaction rules and rule groupings](https://www.servicenow.com/docs/pkf_5~c8DjDc4igYF0ngxg)** Rules in ServiceNow Quote Experience evaluate conditions and perform actions on quote fields and layouts. Rule groupings bundle rules together to run at stages and events in ServiceNow CPQ. * **[Transaction events](https://www.servicenow.com/docs/NJedF1NRvMIdqJrdPDMiVg)** Events trigger rule groups, integrations, and stage transitions on a quote. ServiceNow Quote Experience provides system events and supports custom events in ServiceNow CPQ. * **[Quote transaction layouts](https://www.servicenow.com/docs/Lw416qa_lBBm7jF66xiaKA)** Layouts define the quote user interface in ServiceNow Quote Experience, controlling which fields, events, and UI effects are visible and how the quote is organized for users in ServiceNow CPQ. * **[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. * **[Quote transaction integrations](https://www.servicenow.com/docs/KAWsif52Dq3XFyxffLUk~A)** Integrations connect ServiceNow Quote Experience to external data sources, enabling the exchange of data between quotes and third-party systems such as Salesforce in ServiceNow CPQ. * **[Quote transaction personas](https://www.servicenow.com/docs/BuqUjyofjWggcNZzzyLK~Q)** Personas define distinct user types in the quoting experience, controlling what users can view and edit on a quote at each stage in ServiceNow CPQ. * **[Advanced product filtering for quotes](https://www.servicenow.com/docs/ZPjsQIhijQ55izW4LsXMkQ)** Advanced product filtering dynamically controls which products appear in the quote catalog based on admin-defined business rules and transaction context in ServiceNow CPQ. * **[ServiceNow Quote Experience: Access Control](https://www.servicenow.com/docs/EAiaAEHBfakPZ8eSJqRRCw)** ServiceNow Quote Experience controls access at two levels: record access, which determines who can view or modify a quote, and field access, which controls the fields a user sees within a quote. Record access can be managed by your CRM or natively within ServiceNow Quote Experience. * **[Quote Experience metrics API](https://www.servicenow.com/docs/I2NleWJSOSWDwByP5iZScA)** Reference for the Quote Experience metrics API, including query parameters, default behavior, and metric definitions for views, session time, and stage time in ServiceNow CPQ. * **[ServiceNow Quote Experience runtime API calls](https://www.servicenow.com/docs/BaUmQ6ucnL6RhogiLe69Ng)** Reference for the runtime APIs used in the ServiceNow Quote Experience, including their purposes, responses, and a Postman collection for testing in ServiceNow CPQ. * **[Sync Primary Quote to Opportunity](https://www.servicenow.com/docs/9hmIJJViK~dQBvWuLOgoTg)** Designate a quote as primary and sync the quote's lines to the opportunity. When sync is enabled, any changes to the quote's lines are synced to the source opportunity lines. An opportunity can have only one quote marked as primary and enabled for sync. * **[Configure transaction-to-quote field mapping](https://www.servicenow.com/docs/siwAqzHCSQrgvF3dxV4vzQ)** When you use Sales CRM capabilities such as opportunity management, advanced approvals, or PDF document generation, ServiceNow CPQ Microservices sync data to the ServiceNow platform. This sync is set up automatically, but custom transaction fields require you to configure the data mapping. * **[Enable order creation from a quote](https://www.servicenow.com/docs/S~bzQLMmBOoqjNMHboISQw)** Add the Create Order event to a blueprint layout so that users can create an order from a quote in the ServiceNow CPQ Quote experience. * **[Configure quote PDF documents](https://www.servicenow.com/docs/VQVzZQBZIcOOXNkU_aEQ5Q)** As a sales operation specialist, you can generate professional-looking PDF templates that present quotes in a standardized format that reflects company branding and logos. You can also set up Docusign to enable signers to sign quotes electronically and send them through email. * **[Customize a quote summarization skill in ServiceNow Otto for Configure, Price, Quote (CPQ)](https://www.servicenow.com/docs/qIYszEn8d65gsEX8jqyd3A)** Configure the ServiceNow Otto for Configure, Price, Quote (CPQ) application so that the agent can use the generative AI skills in the CSM/FSM Configurable Workspace and Business Portal. * **[Agentic AI application for quote generation](https://www.servicenow.com/docs/XFiI3KhgQpeEXFoGMK_uXg)** The Quote AI Agent is part of ServiceNow Otto for CPQ that interprets sales representative intent, retrieves opportunity and contract data, configures products, applies pricing and discounts, generates quote documents, and drafts client emails. Sales representatives review and approve each step before the agent proceeds. The Quote AI Agent uses an orchestrator that coordinates seven specialized agents. **Related concepts** * [ServiceNow Quote Experience](https://www.servicenow.com/docs/h_BafyEFjtMFvv8QugVExg "ServiceNow CPQ provides a unified Quote Experience for creating, pricing, approving, and completing quotes. An integrated pricing service prices quotes manually or automatically, and consistent workflows and governance apply wherever your sales teams operate.") * [Configuring Advanced Approval Management](https://www.servicenow.com/docs/3rAH6V4ncAQIBmlZCYjnng "Install the Advanced Approval Management application to build workflows that automate the approval process for Sales Customer Relationship Management entities such as customer quotes.") * [Quote Management reference](https://www.servicenow.com/docs/aq~e0Dqp4q3~9zC7x44YGA "Reference topics provide additional information about the Quote Management application.") * [Using Quote Management](https://www.servicenow.com/docs/E9xUcAlbuYWKoOoLofWwQQ "Use the Quote Management application to build your quote. The interface includes the following tabs to help you create and manage product quotes.") **Related reference** * [Components installed with Advanced Approval Management](https://www.servicenow.com/docs/c3hpWM9FpMKBJNSTMNJscA "Several types of components are installed with activation of the Advanced Approval Management plugin, including tables, scheduled jobs, and user roles.")