--- sourceDocument: Zurich Sales Customer Relationship Management sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/order-management Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Sales Customer Relationship Management ft:clusterId : - omgmt bundleId : - omgmt workflow : - Customer and Industry --- # Quote Management # Quote Management {#ariaid-title1} * Release version: Zurich * * Updated July 31, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 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 Quote Management Quote Management in ServiceNow is an application designed to create and manage product and service quotes, either as a standalone tool or integrated within Sales Customer Relationship Management (Sales CRM). It enables sales agents to generate formal offers with specific pricing and payment terms, which can be created directly or from Opportunity Management, depending on configuration. Show full answer Show less ## Key Features * **Quote Management Interface:** Provides tabs for managing quote details, catalog browsing, line items, revisions, customer orders, and pricing adjustments, facilitating comprehensive quote creation and editing. * **Integration with Product Catalog and Configurator:** Agents can easily add products from the product offering catalog, configure product options, and apply pricing automatically through integration with the pricing engine. * **Pricing Adjustments:** Supports both automatic pricing adjustments based on pricing rules and manual adjustments by agents, including markups, markdowns, percentages, and price overrides. * **Cost Books:** Enables management of unit costs for product offerings, allowing profit margin calculations, discount management, and negotiation support to maintain profitability and transparency. * **Sales Agreement Workflow:** When enabled, changes the quote process to align with sales agreements, supporting simple and configurable product bundles with category and offer level discounting. * **Location Management:** Allows setting product inventory locations and copying products and services between locations to streamline quoting for multi-location scenarios. * **Quote PDF Documents:** Sales agents can generate branded PDF quote documents for customer review and electronic signatures, with integration capabilities for signature apps like DocuSign. * **Channel Partner Support:** Facilitates multi-location channel partners in managing related parties on quotes with tailored access rights, enhancing collaboration in multi-partner sales environments. ## Practical Benefits for ServiceNow Customers * Streamlines the sales quoting process by integrating product configuration, pricing, and customer-specific adjustments in one application. * Supports complex sales scenarios including configurable products, bundles, and sales agreements, improving sales flexibility and accuracy. * Improves pricing control and profitability through cost books and detailed pricing adjustments. * Enhances customer experience by enabling professional, branded quote documents with electronic signature capabilities for faster approvals. * Enables multi-partner collaboration with controlled access to quote details, suitable for channel sales organizations. ## Next Steps To implement or customize Quote Management, ServiceNow customers should refer to the configuration guide for setting up the application, managing cost books, pricing adjustments, and PDF document templates to tailor the solution to their business needs. Quote Management is an application used to create and manage product and service quotes. Quote Management can be a separate application or part of the Sales Customer Relationship Management (Sales CRM) application. A quote is a formal offer for products and services, proposed at specific prices and related payment terms, which is sent to a prospective customer or consumer. In the context of Sales Customer Relationship Management, quotes can be created from the Opportunity Management application or quotes can be created separately, depending on your configuration. Figure 1. Quote workflow in Sales Customer Relationship Management ## Quote Management user interface {#quote-management__section_vk2_2x3_vzb} The Quote Management application is integrated with the product offering catalog and product configurator to help sales agents build quotes easily and conveniently. The Quote Management interface contains the following tabs: {#quote-management__table_vsl_wh2_fbc__entry__2} | Quote window tabs or options | Description | |-|-| | [Details tab](https://www.servicenow.com/docs/a_Hpu8dXoA9e1bzOvdEg8A "Use the Details tab to add and view basic information for a quote.") | Add basic information for the quote. | | [Catalog tab](https://www.servicenow.com/docs/a8CMEClboWA3pUT4CPgH2g "Use the Catalog tab in Quote Management to add products to your quote.") | Search for and add products to your quote using the product configurator. Pricing is also managed through the product offering catalogs. | | [Line Items tab](https://www.servicenow.com/docs/d_~85VcSaN4V8J0sLKfQ1w "Use the line items tab to review and update products in your quote and to add additional line items.") | Add different line items to a quote. In each quote line item, you can update product characteristics and add pricing adjustments. | | [Revisions tab](https://www.servicenow.com/docs/SH5Jfihkrf9P~NbCrXbPcg "Use the Revisions tab to create and view the versions of your quote.") | Create multiple versions of a quote. | | [Customer Orders tab](https://www.servicenow.com/docs/b~geLeHvN0DFucFOXY2XOQ "Use the Customer Order tab to convert a quote into a customer order in Quote Management.") | Turn your quote into a customer order. | | [Pricing Adjustment tab](https://www.servicenow.com/docs/MTbY2SJgDXRrPKUxHJR2~g "Use the Pricing Adjustments tab in Quote Management to view and update manual pricing adjustments made to order line items in your quote.") | View and update pricing adjustments. | | [Enable a sales agreement in a quote](https://www.servicenow.com/docs/J8HbMDcJD9cxwHfuJc5MBg "Agents can enable a sales agreement for a quote. Once enabled in Quote Management, sales agreements are generated that show the product and service lines and other relevant details for the quote.") | When the sales agreement is enabled, the quote workflow changes and enables agents to add products and services according to the sales agreement. | | [Create a quote PDF document](https://www.servicenow.com/docs/JM6JAz25I4o5GDIXXS11Lg "In Quote Management, sales agents can create a PDF of a quote that can be sent to customers for review and signatures.") | Sales agents can create a PDF document from a quote to send to customers for review and signatures. | | **Channel Partner [Quote management for business organization](https://www.servicenow.com/docs/access?context=quote-management-for-business-location&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US)** | Channel partners with multiple locations can create and manage the quote related parties in case of multi-partners sales. They can also view detailed price breakdowns on quote line items. | | **Quote Related Party** [Quote management for business organization](https://www.servicenow.com/docs/access?context=quote-management-for-business-location&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) | Multiple sellers or partners can be added to the quote line item for some business orders. There are two types of quote-related parties: * Authorized organization: This type of organization partners have full permissions to access, view, edit, or modify quote details * Listed organization: This type of organization partners are added solely for tracking purposes and does not have any permissions to view, access, edit, or delete quote details. {#quote-management__ul_avg_nwb_wfc} | [Table 1. Quote Management tabs] {#quote-management__table_vsl_wh2_fbc} Figure 2. Quote Management Details tab ## Integrate Quote Management with product offering catalogs {#quote-management__section_hpc_ry3_vzb} Quote Management is integrated with the product catalog and pricing to make adding products to your quote easier and convenient. Agents use the catalog to browse product offerings and the product configurator to add options and pricing to your products. Then they simply add them to the quote. Pricing adjustments that are fetched based on pricing matrices rules are automatically added and presented in the quote. ## Use the product configurator {#quote-management__section_ly3_zy3_vzb} The product configurator lets your agents configure products in the following ways: * Browse and add configurable product offerings from the catalog to create quote lines. * Select product options and view product relationships. {#quote-management__ul_wgx_cz3_vzb}The product configurator uses Sales Customer Relationship Management primitives to create and update quote lines and characteristics. ## Configure and create quote line items {#quote-management__section_urb_vz3_vzb} From the product catalog, browse and add product offers to create quote lines and characteristics. With the product configurator, characteristics options and relationships can be changed and updated in the Catalog tab for Quote Management. The product configurator uses Quote Management primitives to create and update quote lines and characteristics. ## Add pricing adjustments to quotes {#quote-management__section_wdz_31j_vzb} Quote Management integrates with the pricing engine to get the list price and price adjustments for the product offers in your quote. Auto-pricing adjustments are fetched from the pricing engine. Manual pricing adjustments are added by the agent. Pricing adjustments include markups, markdowns, and price overrides. Total Adjustments are applied to each line item with the cumulative total from each line rolled up to total. Quote Management lets sales agents add the following types of manual pricing adjustments: * Markup amount - add a markup amount to a product. * Markdown amount - add a markdown amount to a product. * Markup % - add a markup percentage to a product. * Markdown % - add a markdown percentage to a product. * Price override - override a price and set a new price. {#quote-management__ul_mcs_51j_vzb} ## Add cost books in Quote Management {#quote-management__section_k4d_jd1_bbc} A cost book contains the unit costs for product offerings. Cost books provide your agents with the following benefits: * Profit margin calculation: Ability to calculate the profit margin by subtracting the cost price from the quoted selling price, helping your sales team verify that their pricing strategy aligns with desired profit margins, * Discount management: Apply discounts to quotes based on cost prices to incentivize bulk purchases or long-term commitments for flexible pricing strategies while maintaining profitability and competitive incentives to your customers. * Negotiation support: Use cost prices as a reference during negotiations with your customers or suppliers. It provides a transparent basis for discussions, helping you build trust and facilitating fair and mutually beneficial agreements. {#quote-management__ul_ljz_cm1_bbc} To learn more about cost books and their configuration, see [Pricing Management](https://www.servicenow.com/docs/LXp8YQRyk0kLUZTtTSLfzg "The Pricing Management application enables your organization to set, manage, and optimize pricing strategies for any Sales Customer Relationship Management solution. These pricing strategies enable your sales team to generate opportunities, quotes, and orders with accurate and competitive pricing quickly."), [Create and publish a cost book](https://www.servicenow.com/docs/z9HhXzF72nBhnDmwPxU5rA "Create a cost book that defines the unit costs for products and services in Sales Customer Relationship Management."), [Create a cost book line](https://www.servicenow.com/docs/czWWA3AFZ1yguFRcObJZDQ "Create a cost book line that defines the unit cost for a product offering."), and [Configuring Quote Management](https://www.servicenow.com/docs/41~_lNhq_ReJfJ5BA_pEnA "Learn how to set up Quote Management so that your sales agents can create and manage customer quotes."). ## Enable a sales agreement in Quote Management {#quote-management__section_g3m_2kt_pcc} Enabling a sales agreement in Quote Management changes the quote to a sales agreement workflow that sets the products and services according to the sales agreement. Agents can add simple products or configurable products including product bundles to a sales agreement. * Configurable bundles with the ability to choose from all available child offers and optional products. * Category level discounting * Offer level discounting. {#quote-management__ul_sjl_4lt_pcc} ## Set a location for product inventories {#quote-management__section_c5j_njr_tcc} Use the location feature to set a location for products available in the product catalog. * Select a location to add products and services to the quote line. * Copy all products and services from one location to another. {#quote-management__ul_utg_1rr_tcc} ## Create PDF documents for a quote {#quote-management__section_csb_w5q_vdc} Sales agents can create a PDF document for a quote that can be sent to customers for review and electronic signatures. * Quote PDF documents can be linked to electronic signature apps like Docusign that enable customers to sign quotes electronically. * Quote PDF document templates can be created that reflect customer branding and logos. * Quotes PDF documents that can be sent to customers for review and approvals. {#quote-management__ul_omw_hvq_vdc} See [Configure quote PDF documents](https://www.servicenow.com/docs/lLJN7kLXyvDvjc3p0SQOyw "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.") and [Create a quote PDF document](https://www.servicenow.com/docs/JM6JAz25I4o5GDIXXS11Lg "In Quote Management, sales agents can create a PDF of a quote that can be sent to customers for review and signatures.") for more information about creating PDF documents for quotes. ## What to do next {#quote-management__section_e1l_wvw_y1c} To learn about setting up Quote Management, see [Configuring Quote Management](https://www.servicenow.com/docs/41~_lNhq_ReJfJ5BA_pEnA "Learn how to set up Quote Management so that your sales agents can create and manage customer quotes.").