CPQ usage calculation

  • Release version: Australia
  • Updated June 2, 2026
  • 3 minutes to read
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    Summary of CPQ usage calculation

    CPQ usage metrics in ServiceNow track how users interact with CPQ Configurator and Sales Customer Relationship Management (Sales CRM) features to provide accurate measurement of product utilization. Two primary metrics are collected: user count and configuration count. These metrics are accessible via the Usage Analytics area and visualized in the Usage Intelligence dashboard, updated daily.

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    Key Features

    • User Count: Reflects the number of active users with access to CPQ or Sales CRM features. It combines data from CPQ microservices and the Sales CRM sysuser table, focusing on active Fulfillers as licensed seats and selectively counting business stakeholders based on activity. Requesters and inactive users are excluded.
    • Configuration Count: Tracks every initialization of a configuration, including those that are abandoned or completed. Simply starting a configuration increments this count, regardless of deployment success.
    • CPQ Users Table: A remote table consolidating user data from CPQ microservices and Sales CRM, showing usernames, corresponding Sales CRM user records, and role types. It depends on a configured CPQ microservices connection and is refreshed daily via a 24-hour cache to optimize performance.
    • Data Collection and Display: Metrics are collected daily and displayed with filters like "Last full day" or "Last 7 days" to ensure data availability, as current-day data may not yet be populated.

    Prerequisites and Requirements

    • A configured and available CPQ microservices connection on the instance.
    • Application scope set to CPQ Integration when accessing the CPQ Users table.
    • Users must have appropriate CPQ Sales CRM product roles to be counted.
    • Fulfillment of all conditions outlined in related knowledge base articles for metrics to populate correctly.

    Practical Considerations for ServiceNow Customers

    Understanding these metrics enables you to monitor user engagement and configuration activity accurately. Ensure your CPQ microservices connection is correctly configured and that users have the required roles to reflect accurate counts. Be aware of the 24-hour cache in the CPQ Users table, which may delay visibility of recent updates. Use the Usage Intelligence dashboard with appropriate date filters to analyze trends and usage patterns effectively.

    CPQ usage metrics track how users interact with CPQ Configurator and Sales Customer Relationship Management (Sales CRM) features. These metrics support accurate usage measurement.

    Usage metrics

    Two usage metrics are collected for CPQ: user count and configuration count. These metrics are visible in the Usage Analytics area of your CPQ instance and are used to measure product usage across CPQ Microservices and Sales CRM.

    Metric data is collected daily and displayed in the Usage Intelligence dashboard. When viewing metrics, select Last full day or Last 7 days to confirm data is available, as a default filter of the current day may return no results if the daily collection has not yet run.

    Prerequsites and Requirements

    For CPQ telemetry metrics to function correctly, the following conditions must be present:

    • A CPQ microservices connection must be configured and available on the instance.
    • The application scope must be set to CPQ Integration when accessing or validating the CPQ Users table.
    • Users must hold the required CPQ Sales CRM product roles to be included in the user count.

    For the full list of conditions required for metrics to populate, refer to the associated knowledge base articles.

    User count

    The user count metric reflects the number of active users who have access to CPQ or Sales CRM features on your instance. This count combines users from two sources:

    • CPQ users fetched from CPQ microservices connected to your instance.
    • Sales CRM users from the Sales CRM sys_user table who hold relevant CPQ or Sales CRM product roles.

    The combined count appears in the CPQ Users table, which provides a single view of all users with access to CPQ and Sales CRM functionality.

    Which users are counted

    Not all users in the sys_user table are included. The user count tracks active Fulfillers as licensed seats. Business stakeholders are counted conditionally, based on their activity. Requesters aren't included in the user count.

    The user count and configuration count metrics are complementary: Fulfillers are measured as seats in the user count, while non-Fulfiller users such as business stakeholders are reflected through configuration records in the configuration count.

    Note:
    Inactive users are excluded from the count.

    CPQ Users table: The CPQ Users table is a remote table that queries both CPQ microservices and the Sales CRM instance to populate user data. The table includes the following fields:

    • CPQ user: the username from CPQ microservices.
    • User: the corresponding record in the Sales CRM sys_user table, populated when a matching user is found.
    • Role type: the subscription role associated with the user.

    The table may be empty if the required CPQ microservices connection is not configured or available on the instance. Several conditions must be met for the metric to populate correctly; refer to the associated knowledge base article for the complete list of requirements.

    Configuration count

    Each initialization of configuration is counted whether it's just initiated, abandoned or completed.

    The act of initiating a configuration is sufficient to increment the count, regardless of whether the deployment completes successfully. After a Blueprint is deployed, it is set to available for use in customer-facing sales scenarios.

    Data freshness and caching

    The CPQ Users table uses a built-in cache to avoid repeated queries to CPQ microservices on every request. The cache has a time-to-live (TTL) of 24 hours. As a result, data in the table may not reflect the most recent changes immediately after a deployment or user update. After the cache expires, the next request reruns the query and refreshes the table data.

    This cache behavior is part of the remote table configuration and is not controlled by a system property.