Customer Life Cycle Management Workflows

  • Release version: Australia
  • Updated March 12, 2026
  • 4 minutes to read
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    Summary of Customer Life Cycle Management Workflows

    The Customer Life Cycle Management Workflows application (com.snc.customerlifecyclemgmtworkflows) allows ServiceNow customers to manage the life cycle of sold products. It enables users to modify, suspend, resume, or disconnect products within their complete hierarchy using lead-to-cash transactional operations such as Effect, Create Instance, Delta, and Commit Instance.

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    Key Features

    • Declarative Actions: Users can perform actions like Modify, Suspend, Resume, and Disconnect on sold product entities to maintain their state and characteristics. These actions are accessible via the sold product related list on the account detail page in Configurable Workspace.
    • Required Plugins: Successful activation of the workflows depends on plugins like Customer Service, Install Base Management, Product Catalog Management, and Lead to Cash Core.
    • Flow Designs: Various workflows automate the processes for actions taken on sold products, such as creating suspend, resume, and disconnect orders.
    • Configurations: End-to-end flows facilitate data movement between the sold products and orders, ensuring accurate updates across the system.

    Key Outcomes

    By utilizing the Customer Life Cycle Management Workflows, customers can efficiently manage product life cycles, ensuring accurate tracking and changes to products throughout their lifecycle. Expected outcomes include streamlined order management, enhanced relationships with customers, and improved product data integrity across the platform.

    Manage the life cycle of your sold products by activating the Customer Life Cycle Management Workflows (com.snc.customer_lifecycle_mgmt_workflows) application.

    Overview of workflows

    The Customer Life Cycle Management Workflows (com.snc.customer_lifecycle_mgmt_workflows) application enables you to update the existing configurations, and to modify, suspend, resume, or disconnect the sold products and their complete hierarchy. The workflows are built and composed by using the lead-to-cash transactional operations like Effect, Create Instance, Delta, and Commit Instance. To learn more about the transactional operations of the Lead to Cash Core (com.snc.l2c_core) plugin, see Lead to Cash Core.

    Plugins for the Customer Life Cycle Management Workflows

    The following table lists the required plugins for the Life Cycle Management Workflows plugin.
    Table 1. Required plugins for the Life Cycle Management Workflows plugin
    Plugin Description
    Customer Service Install Base Management

    (com.snc.install_base)

    		 Enables customers to capture the current state of a customer's install base and establish the relationship to any downstream entities that might impact their functioning.

    To learn more about install base management, see Configure install base.
    Product Catalog Management

    (com.sn_prd_pm)

    		 Enables companies to define the products and services they market, sell, and deliver to customers.

    To learn more about product catalogs, see Product Catalog Management.
    Lead to Cash Core

    (com.snc.l2c_core)

    		 Enables customers to compose and build the workflows for various entities. To learn more about the Lead to Cash Core plugin, see Lead to Cash Core.

    Life Cycle workflows and configurations

    Perform the Modify, Suspend, Resume, and Disconnect declarative actions on the complete hierarchy of the sold products. These actions will transform and maintain their state and characteristics. You can perform these actions on the sold product entities to update the existing products or services. The declarative actions are available on the sold product related list on the account detail page on Configurable Workspace.
    Note:
    The declarative actions with the sold product to order flow are available only if the Order Management (com.sn_ind_tmt_orm) plugin is installed.
    The Sold Product related list on the Accounts page displays all the sold products regardless of the product offer having a product specification. You can also select a sold product with a product specification associated with the product offering and perform any of the MACD flows. Be sure to upgrade to Xanadu to perform the modify, suspend, resume, and disconnect actions on product offerings that have a specification associated with it.
    Note:
    If Product Inventory records are selected, the Modify, Suspend, Resume, and Disconnect actions are deactivated.
    Workflows

    Multiple sub-flows are based on the modify, suspend, resume, and disconnect actions that help to update the sold products and their configurations. The flows are based on a set of entity configurations that are shipped when you activate the Customer Life Cycle Management Workflow plugin.

    The following table lists the flows for the declarative actions.

    Table 2. Flow Designers for declarative actions
    Flow Description
    Sold product to Suspend order This flow is responsible for creating a suspend order when the Suspend action is triggered on a sold product.
    Sold product to Resume order This flow is responsible for creating a resume order when the Resume action is triggered on a sold product.
    Sold product to Disconnect order This flow is responsible for creating a disconnect order when the Disconnect action is triggered on a sold product.
    Add order to sold product This flow is responsible for creating a sold product order when order is moved to completed.
    Note:
    The sn_ind_tmt_orm.enable_prod_invt_for_order_management property is set to False by default with the Order Management (com.sn_ind_tmt_orm) plugin. However, if the Order Management for Telecommunications, Media, and Technology (com.sn_om_tmt) plugin is installed, the property value is set to True.

    If the property value is false, a record is created in the sold product (sn_install_base_sold_product) table. If the property value is true, a record is created in the Product inventory (sn_prd_invt_product_inventory) table.
    Change order to sold product

    After an order is marked completed, this flow triggers and thus entire product hierarchy shows the updated configuration made by the customer, along with the associated pricing adjustments that were processed through the Sold Product to order flow. For more information on pricing management, see Components installed with Pricing Management.

    Note:
    The [sn_ind_tmt_orm.enable_prod_invt_for_order_management ]property is set to False by default with the Order Management (com.sn_ind_tmt_orm) plugin. However, if the Order Management for Telecommunications, Media, and Technology (com.sn_om_tmt) plugin is installed, the property value is set to True.

    If the property value is false, a record is created or updated in the sold product (sn_install_base_sold_product) table. If the property value is true, a record is created or updated in the Product inventory (sn_prd_invt_product_inventory) table.
    Suspend order to sold product This flow is responsible for suspending a sold product on completion of an order.
    Resume order to sold product This flow is responsible for resuming a sold product on completion of an order.
    Disconnect order to sold product This flow is responsible for disconnecting a sold product on completion of an order.
    Note:
    If the 'sn_ind_tmt_orm.enable_prod_invt_for_order_management' property is set to true, the last five flows in the displayed table are disabled.
    Note:
    The back and forth flow of the data (from a sold product to an order, an order to a sold product) happens with the help of a set of entity configurations.
    Configurations
    Configurations are a set of end-to-end flows that enable the data to flow from one entity to the other. The sub-flows that are triggered with each declarative action are based on the configurations that are listed in the following table.
    Table 3. Configurations for declarative actions
    Configuration Configuration ID Source Entity Target Entity
    Sold product to Order sn_l2c-cust_flows_sp_to_order Sold product Order
    Order to Sold Product sn_l2c_cust_flows_order_to_sp Order Sold product
    To learn more about the configurations, see Entity configuration and mapping.