ServiceNow Otto for Configure, Price, Quote (CPQ)

  • Release version: Zurich
  • Updated January 22, 2026
  • 2 minutes to read
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    Summary of ServiceNow Otto for Configure, Price, Quote (CPQ)

    ServiceNow Otto for Configure, Price, Quote (CPQ) is an application designed to streamline and improve the quote creation process by reducing manual effort, increasing consistency, and enabling faster and more accurate quote generation. It leverages generative AI capabilities to summarize quotes and provide clear visibility into key elements such as products, pricing, and terms.

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    Key Features

    • Generative AI Integration: Utilizes AI to summarize quotes, helping reduce errors and accelerate the creation process.
    • Configurable Application: Can be configured to enable agents to use AI skills within Customer Service Management (CSM) Configurable Workspace and Business Portal.
    • Flexible Agent Use: Supports both agentic workflows and standalone agents to automate and improve specific quoting outcomes.

    Important Considerations

    • Availability Restrictions: Some AI models and features may not be accessible in certain regions, regulated markets, or specific data center environments such as FedRAMP, NSC DOD IL5, and Australia IRAP-Protected data centers.
    • Data Processing and Privacy: Use of the application involves transferring customer data to centralized ServiceNow environments or third-party cloud providers, managed under ServiceNow’s compliance policies.
    • AI Limitations and Responsibility: AI-generated outputs may not always be accurate or complete. Customers must test, evaluate, and apply human oversight before relying on AI outputs for critical decisions, especially in sensitive industries.
    • Data Collection and Opt-Out: ServiceNow collects input and output data to improve AI models, with customers having the option to opt out of future data collection.

    Getting Started

    To begin using ServiceNow Otto for CPQ, configure the application to enable generative AI skills for your agents. This setup empowers teams to create accurate quotes faster with AI assistance integrated into their workflows.

    Support and Troubleshooting

    Customers can access support resources including the ServiceNow Community on AI and Intelligence, Known Error Portal, and Customer Service for help with issues related to this application.

    Use the ServiceNow® ServiceNow Otto for Configure, Price, Quote (CPQ) application to reduce manual effort, improve consistency, and support faster, more accurate quote creation.

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    Important:
    • Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
    • Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.

    Troubleshoot and get help

    AI limitations

    This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.

    Data processing

    This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.

    Data collection

    ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.