Whether you're starting or expanding a Sales and Order Management (SOM) implementation, learn more about its available applications and workflows for pre-sales engagement, order capture and fulfillment, and post-sales activities in your organization.

Overview of Sales and Order Management

The Sales and Order Management applications enable you to manage the product sales life cycle in your organization, including pre-sales leads and opportunities, sales quote generation, order capture, order fulfillment, and post-sales order changes and contract renewals.

To support the product sales life cycle, Sales and Order Management provides the following features and applications.

Figure 1. Sales and Order Management applications and key features
Features and applications in Sales and Order Management: Product Catalog Management, Pricing Management, Lead Management, Opportunity Management, Quote Management, Order Management, Customer Life Cycle Workflows, and Customer Contracts and Entitlements.

Benefits

With the Sales and Order Management applications, your organization can improve sales and order processes as well as agent productivity by managing the lead to renewal life cycle on one platform, and by fusing front, middle, and back-office teams with one system of engagement and action. By connecting existing applications and adding ServiceNow workflows, Sales and Order Management helps increase organizational efficiency, speed order fulfillment, and both accelerate and boost revenue.

Table 1. Benefits of Sales and Order Management applications
BenefitsApplication or key featurePersona
Create and manage product catalogs for commercial and technical product offerings. Commercial catalogs can be used by your agents to create opportunities, quotes, and orders. Product Catalog Management Product catalog administrator or manager
Set the pricing for your products through price lists, contextual price controls, and if needed, pricing from external systems. Pricing Management Pricing administrator
Create and manage leads for potential customers and product sales. Lead Management Sales agent and account executive
Create pre-sales opportunities that identify and track potential sales based on customer needs. Opportunity Management Sales agent and account executive
Create and manage sales quotes, which are formal offers for products or services that agents propose to customers. Quote Management Sales agent

Quickly configure and price opportunities, quotes, and complex product offers.

 Product configurator user interface Sales and order agent, admin to set up
Create and manage binding agreements between your sales organization and buyers, with specified items, quantities, prices, terms, and effective periods. Sales Agreement Management Sales and order agent
Capture and fulfill product and service orders to create a seamless ordering experience for your customers. Order Management Order agent, fulfillment agent, agent manager, and fulfillment manager
Create and manage contracts and entitlements as part of post-sales support. Post Sales Support Agent
Create the workflows for your organization and configure the metadata for your various Sales and Order Management entities. Sales and Order Management workflows (lead-to-cash core) Agent, admin to configure
Support change management and commercial workflows (move, add, change, and disconnect) for sold products. Customer Life Cycle Management Workflows Agent

Request apps on the Store

Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.