--- title: Sales Customer Relationship Management glossary description: Learn about terms and concepts that are unique to Sales Customer Relationship Management. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/order-management/som-glossary.html release: australia topic_type: concept last_updated: "2026-03-12" reading_time_minutes: 16 keywords: [domain orders, order decomposition, fulfillment domains, orchestration, SOMT, lead qualification, sales cycle, lead management, customer engagement, SOMT, opportunity, sales opportunity, deal, customer pursuit, SOMT, order capture, configuration, order preparation, fulfillment readiness, SOMT, order decomposition, order breakdown, fulfillment orchestration, order structure, SOMT, product inventory, inventory, service inventory, CMDB, SOMT, sales agreement, customer agreement, terms and conditions, SLA, SOMT] breadcrumb: [Reference, Sales Customer Relationship Management] --- # Sales Customer Relationship Management glossary Learn about terms and concepts that are unique to Sales Customer Relationship Management. Glossary terms are listed alphabetically. **Parent Topic:**[Sales Customer Relationship Management reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/som-reference.md) ## account A customer or organization record in ServiceNow Sales CRM. ## attract The phase where sales agents identify and engage potential customers through marketing efforts to generate interest and leads. ## automated fallout records Records created automatically when an order fulfillment workflow includes a "Create fallout action" due to issues like downstream system failures, data problems, or inventory shortages. ## backorder An item that can't be delivered immediately due to being out of stock. ## business portal Self-service web portal for B2B customers, providing integrated access to knowledge articles, community forums, service catalogs, and chat bots, enabling customers to browse products, place orders, and manage order cases. To learn more about using the business portal, see [Using the Business Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/use-the-business-portal.md). ## campaign A coordinated marketing effort to generate leads and promote products or services. ## change order A request to modify an existing order, such as changing quantity, product, or fulfillment details. ## channel partners External organizations like resellers or system integrators that collaborate with an enterprise to sell products and services, and can be managed through Partner Relationship Management. ## characteristics and characteristic options Characteristics define product attributes, while characteristic options are the available values for these attributes, based on customer preferences. ## commit Sales opportunities that representatives are confident will close in the current forecast period. ## committed time frame The deadline for delivering products and services to a customer, often specified in a contract. ## competitor A record capturing information about companies or products competing for the same customer deal within an opportunity. ## contact A person associated with a customer account or partner organization, serving as the primary communication point. ## contract A legal agreement between a seller and buyer outlining sale terms, including products/services, pricing, quantities, and delivery. ## contract management The process of creating, managing, and executing legal sales contracts from completed quotes. ## covered products Covered products refer to offerings that act as entitlements or contracts linked to a primary product, such as a warranty purchased with a phone. For more information, see [Add Covered Products using Contracts and Entitlement Workflow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/adding-cov-prod-cceworkflows.md). ## configurable pricing plans Customizable plans defining the sequence of pricing calculations and adjustments to determine final product prices. ## cross-sell A sales strategy for selling related products that differ from the customer's current purchases. ## customer engagement sequence \(or sequence\) A playbook guiding sales agents in engaging leads across multiple channels. ## customer order Orders for products \(tangible or digital\) that a customer wants to purchase or change. ## deal prioritization Analyzing opportunities based on financial impact to focus on high-value deals. ## discount A price reduction for a product or service offered to customers. ## disqualified lead A lead that is no longer viable for sales engagement. ## DocuSign An external service for electronic signatures, enabling customers to sign documents digitally. ## Domain Orders Orders created during order decomposition for each product specification to enable domain-specific orchestration. Domain orders are created as part of a hierarchical structure supporting both parallel and sequential fulfillment across fulfillment domains. ## enrichment Enhancing customer orders with additional technical data or attributes necessary for accurate processing and fulfillment. ## fallout record A record created to investigate and resolve processing issues during order fulfillment, generated automatically or manually. ## forecast category Classification of opportunities by closure certainty, with default categories including Won, Commit, Strong Upside, Upside, Pipeline, and Omitted. For more information, see [Sales Forecasting terminology](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/sales-forecasting-terminology.md). ## forecast model A framework predicting future sales. For more information, see [Sales Forecasting terminology](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/sales-forecasting-terminology.md). ## forecast roll-up method \(single/cumulative\) Defines opportunity aggregation into forecasts, with "Single" showing each category separately and "Cumulative" aggregating previous categories. ## forecast schedule A process generating the latest forecast data from all system opportunities. ## fulfill Completing customer orders by executing order tasks. ## fulfillment flow The sequence of steps for decomposed orders, including order tasks. ## gap \(Sales Forecasting\) The difference between Quota and Won sales, indicating the amount needed to meet targets. ## hierarchical node map A visual representation of hierarchical structures, showing relationships and levels. ## horizontal relationship A relationship between different product specifications, defined using compatibility rules. ## inflight change Modifications made to customer orders during fulfillment. ## inventory allocation Assigning available inventory to customer orders based on configuration, quantity, and eligibility. ## jeopardy alert Notifications generated when fulfillment tasks risk missing deadlines. ## lead A potential customer created from information captured through various channels. For more information, see [Lead Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/lead-management.md). ## lead management workflow A structured process guiding lead progression from creation to opportunity conversion. ## lead nurturing Engaging with leads over time to build relationships and increase conversion likelihood. ## Lead Qualification The initial stage of the sales cycle where potential customers are identified and assessed for fit. Lead qualification allows sales teams to capture leads without requiring complete customer details, enabling early engagement and assessment before formal opportunity creation. ## lead routing Automatically assigning leads to sales representatives based on criteria. ## lead scoring Prioritizing leads based on predefined criteria or assigning numerical values based on conversion potential. ## lead segmentation Categorizing leads based on parameters like industry or behavior for targeted marketing. ## lead source The channel through which a lead was acquired. ## lead task Follow-up actions created to progress a lead. ## lead-to-cash cycle A business process encompassing all activities and tasks involved in selling to customers, fulfilling orders, and delivering ongoing services. ## MACD \(move, add, change, delete/disconnect\) Order action types managing changes to customer orders and service inventories. For more information, see [Action types for customer and service orders](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/order-mgt-customer-order-types.md). ## matrix validations Rules ensuring data accuracy in pricing and product eligibility matrices. ## monthly recurring charge \(MRC\) A pricing method with monthly charges for products/services. ## multiple configurations A feature allowing multiple variations of child product offerings. For more information, see [Multiple configurations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/multiple-child-offering-configurations.md). ## needs analysis A process using needs templates to gather customer requirements and generate product recommendation. ## needs templates Questionnaires associated with needs decision trees for product recommendations. ## needs decision tree A guided decision process presenting questions to agents for product recommendations. ## negotiation enhancement \(Opportunity Management\) Providing real-time pricing insights to tailor customer offers while maintaining profitability. ## non-product attribute pricing adjustment Pricing adjustments based on non-product characteristics. ## open state model A framework controlling product options in the product configurator. ## Opportunity A formal sales pursuit representing a potential customer relationship. An opportunity is created during pre-order qualification, linked to a specific customer account, and contains product line items tailored to the customer's needs and context. ## opportunity line items Products/services added to an opportunity. ## opportunity management Analyzing customer needs and generating product recommendations. For more information, see [Opportunity Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/opportunity-management.md) ## orchestration Coordinating order fulfillment through fulfillment flows. ## orchestration plans for order fulfillment User interfaces tracking domain orders and tasks, providing hierarchical representations. ## Order Capture The process of capturing non-commercial configuration details and preparing an order for fulfillment. Order capture includes billing account setup, documentation upload, reference creation, and validation to ensure the order is ready for approval and fulfillment. ## order case Cases created for order-related issues or changes. ## Order Decomposition The process of breaking down a customer order into executable components including order line items, product orders, service orders, and domain orders. Decomposition creates a hierarchical structure that supports both parallel and sequential fulfillment orchestration across multiple domains and systems. ## order fallout Failures during order fulfillment due to errors or exceptions. For more information, see [Managing order fallout](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/fallout-management-overview.md). ## order fulfillment The end-to-end process of executing and completing a customer order, from order decomposition through service activation. Order fulfillment includes provisioning resources, configuring services, coordinating across multiple fulfillment teams, and updating the customer on order status. In SOMT, order fulfillment is automated through multi-domain service orchestration. ## order hierarchy The structure of an order, including decomposed orders and tasks. ## order life cycle Stages a customer order progresses through in Order Management including order creation, enrichment, decomposition, and orchestration, and fulfillment. For more information, see [Using Order Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/using-order-management.md). ## order line items \(Order Management\) Individual items in customer and service orders. ## order management The process of capturing, validating, decomposing, and tracking customer orders throughout their lifecycle. Order management includes order entry, order validation, order decomposition, fulfillment orchestration, and order completion. In SOMT, order management is catalog-driven and supports complex multi-product, multi-service orders with automated fulfillment workflows. ## order states The current stage of an order or an order line item in its life cycle, from initial creation through fulfillment and closure. Each state indicates what actions have been completed and what steps remain in the order processing workflow. For more information, see [Order life cycle states](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/order-lifecycle-states.md). ## order tasks Tasks needed to fulfill domain orders. For more information, see [Order decomposition](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/order-mgt-order-decomposition.md). ## order tracking Monitoring order locations and statuses. ## pipeline Early-stage opportunities with uncertain closure. ## pipeline analysis Analyzing sales pipeline progression. ## point of no return \(PONR\) The point after which orders can't be changed or canceled. For more information, see . ## price list Definitions identifying pricing features and product or service prices. ## price list defaulting matrix Specifying conditions for default price list usage. ## price list line Entries within price lists identifying list prices. ## price point \(pricing plan\) Prices calculated after specific pricing plan steps. ## pricing adjustments Modifications to standard list prices. ## pricing adjustments for bundled products Price adjustments defined for product offerings when they are sold as part of a product bundle. ## pricing engine A component calculating and applying pricing strategies. ## pricing engine parallel execution A system property that enables the pricing engine to process transaction lines in parallel to optimize performance, especially for large sets of transaction lines \(typically 100 or more\). ## pricing engine parallelism lines threshold The minimum lines required for parallel processing with the default value being 100. ## pricing entities Pricing-related elements exportable between ServiceNow instances. ## pricing extension points Integration points for customizing the pricing engine. ## pricing matrix Frameworks for complex pricing adjustments. ## pricing plan A customizable sequence of steps that determine the final price of a product or service. It includes various pricing calculations and adjustments, such as base price determination, discounts, and markups. ## pricing plan step Stages within pricing plans applying specific calculations. ## pricing strategies Methods determining product and service prices. ## product Items or services offered, configured, quoted, and ordered. ## product attribute-based pricing adjustment Adjustments based on certain product characteristics. ## product configurator A user interface embedded within various ServiceNow Sales CRM applications \(Opportunity, Quote, and Order Management\) that enables agents to dynamically configure complex products or services according to customer requirements, displaying product hierarchy, option selection, and current pricing. ## product hierarchy \(product configurator\) A section within the product configurator that lists the parent and child product relationships for configurable products, helping agents navigate nested bundles. ## Product Inventory Records that track provisioned products and services for customers following order approval. Product inventory is created but remains inactive until successful order completion. Inventory integration with the CMDB enables lifecycle management, monitoring, and incident tracking. ## product data model A structured representation of a business's offerings that separates commercial, service, and technical attributes to support the entire lead-to-cash process. ## product offer bundling Allows for the creation of product offer bundles with an offer hierarchy using product offer relationships and relationship groups. These bundles can reference a product specification or specification hierarchy at any level. ## product offer eligibility Dynamically filters product catalogs, product offering categories, and product offerings to display only eligible items for a specific customer, based on context such as customer accounts, location, and sales contracts. ## product offering category Logical groupings of product offerings within a catalog, making it easier for agents to browse and navigate product offerings. ## product offering recommendations Suggestions for additional products that agents can use to up-sell or cross-sell to customers in quotes, displayed as cards in the contextual side panel. ## product offering version New iterations of published product offerings. ## product specification A catalog definition that describes the commercial attributes, characteristics, and relationships of a product. Product specifications define what is being sold from a business perspective and are linked to service specifications that define how the product is technically realized. During order decomposition, product specifications generate product orders. ## propose Presenting offers to potential customers. ## qualified lead A customer whose needs have been analyzed, resulting in the creation of an opportunity. ## quotas Specific sales targets or goals that individual sales representatives are expected to achieve within a defined time frame, helping to measure performance and drive sales efforts. ## quote A formal offer for products or services with specific prices and payment terms. ## quote expiration The date after which a quote becomes invalid, requiring customers to request a new one. ## quote line items Individual quote entries representing specific products or services, where characteristics and pricing can be updated. ## quote management Process of creating and managing quotes for products and services. ## quote PDF documents PDF documents created from quotes for customer review and electronic signatures. ## quote revision Modifying a previously generated quote to reflect changes in price, products, or terms. ## quote versions Different quote iterations managed through the Revisions tab with sequential version numbers. ## renew/expand A classification indicating sales engagement nature: "Renew" for continuing contracts or subscriptions and "Expand" for up-selling or adding products or services. ## renewal Extending an existing customer contract. ## resource specification A catalog definition that describes a physical or logical resource required to deliver a service. Resource specifications define the technical attributes, characteristics, and provisioning requirements for resources such as network devices, IP addresses, bandwidth allocations, or cloud infrastructure. During order decomposition, resource specifications generate resource orders. ## Return Merchandise Authorization \(RMA\) Formal authorization for customers to return unwanted or defective items. ## revenue forecasting Projecting future sales volumes or revenue based on opportunities, historical performance, and pipeline analysis. ## risk level \(jeopardy\) Classification of fulfillment task risk based on delay percentage. Levels include Low, Medium, High, and Critical. ## Sales Agreement The commercial framework that establishes terms, conditions, and service-level agreements for a customer relationship. A sales agreement is mandatory for the Configure, Price, and Quote process and serves as the reference for all subsequent quotes and contracts. Global SLAs cascade from the sales agreement to service contracts. ## salesforce automation A software that automates a business’s sales processes, including lead and opportunity management, sales forecasting, and territory management. ## sale cycle Lead progression through stages until becoming a qualified opportunity and resulting in a sale. ## sales cycle type Classification of opportunity into different sales cycles such as New Customer, Renewal, or Up-sell \(to name a few\). ## sales forecast dashboard A visualization tool displaying sales forecast information and targets. ## sales forecasting Projecting future sales or revenue based on opportunities, historical performance, and pipeline analysis. ## sales process record A ServiceNow record tracking potential sales through stages. ## sales-qualified lead A lead meeting specific criteria, ready for sales engagement. ## sales quota management Assigning sales quota targets to representatives or managers based on hierarchy, role, and forecast period. For more information, see [Set up sales quota](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/setup-sales-quota.md). ## sales targets Specific goals or objectives for sales teams, territories, or representatives. ## self-service Customer capability to perform tasks and access information independently via Business Portal. ## sequence step Individual activities within sequence tasks, such as customer calls or emails. ## sequence task System-generated tasks including predefined activities for sales agents while engaging with a prospect or customer. ## service order A domain order created during order decomposition that manages the fulfillment of a specific service specification. A service order outlines the technical realization and delivery of the service, often involving multiple service and resource orders. Service orders can be customer-facing service \(CFS\) orders for customer-visible services or resource-facing service \(RFS\) orders for internal resource provisioning. ## shipment Delivering ordered products to specified locations. ## signers \(quote PDF\) Individuals designated to sign quote PDF documents. For more information, see [Set up PDF document signers](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/quote-mgt-configure-pdf-document-signers.md). ## strong upside Opportunities with high potential to close but minor uncertainty. ## telesales Process of engaging with prospects or customers via phone calls with the goal of generating leads, making direct sales, and building customer relationships. ## total annual contract value \(ACV\) Total annual contract value representing yearly revenue. ## total annual recurring revenue \(ARR\) Cumulative annual recurring revenue for recurring products or services. ## total monthly recurring revenue \(MRR\) Cumulative monthly recurring revenue for recurring products or services. ## total contract value \(TCV\) Total revenue expected over a contract's lifetime. ## transaction header Top-level line of Sales CRM transactions providing basic information. ## transaction line Detailed records in orders and quotes representing specific products or services. ## transient products Single-use products and services that are identified as transient to differentiate them from persistent products. ## unit of measure Standard quantity/increment defining product offering amounts. ## up-sell Sales strategy encouraging customers to upgrade products. ## upside Opportunities with potential to close but lower certainty. ## versioning Tracking or managing different versions of entities in Sales Customer Relationship Management. ## volume pricing Pricing adjustments based on item quantity. For more information, see [Configure volume pricing](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/configure-volume-pricing.md). ## weighted amount Total revenue adjusted by the probability percentage of closing the opportunity. ## win rate Performance metric reflecting successfully closed opportunities as "Won" compared to the total number of opportunities. ## won Forecast category for successfully closed opportunities. ## workflow Defined sequence of steps automating processes in Sales Customer Relationship Management.