Customer Life Cycle Management Workflows

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 4 minutes to read
    • Summarize
    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 Customer Life Cycle Management Workflows

    The Customer Life Cycle Management Workflows application (com.snc.customerlifecyclemgmtworkflows) enables effective management of sold product lifecycles, allowing you to update configurations and perform actions such as modifying, suspending, resuming, or disconnecting products. The workflows utilize lead-to-cash transactional operations, facilitating seamless updates across product hierarchies.

    Show full answer Show less

    Key Features

    • Required Plugins: Essential plugins include Customer Service Install Base Management, Product Catalog Management Core, Lead to Cash Core, and Order Management, which together support comprehensive lifecycle management.
    • Declarative Actions: Actions like Modify, Suspend, Resume, and Disconnect can be executed directly from the sold product related list on the account detail page within the Configurable Workspace.
    • Workflow Flows: Various sub-flows correspond to declarative actions, enabling automated processes for creating suspend, resume, and disconnect orders based on product actions.

    Key Outcomes

    Activating this application provides a structured approach to managing sold products, enhancing operational efficiency and ensuring timely fulfillment of order-related activities. By leveraging the workflows and configurations, customers can maintain accurate records and improve service delivery, ultimately leading to better customer satisfaction and streamlined processes.

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

    Overview

    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 Sales and Order Management workflows.

    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 Core

    (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 Sales and Order Management workflows.
    Order Management

    (com.sn_ind_tmt_orm)

    		 Captures, enhances, and oversees the complete life cycle of the product and service orders. With this plugin, you can efficiently handle the order orchestration, data enrichment, and composition to ensure an accurate and timely fulfillment.

    To learn more about order management, see Order Management.

    Life Cycle workflows and configurations

    Perform the Modify, Suspend, Resume, and Disconnect actions on the complete hierarchy of the sold products to 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 order to sold product and the sold product to order flow are available only if the Order Management (com.sn_ind_tmt_orm) plugin is installed.
    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 Telecom, Media and Tech (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.
    Modify order to sold product 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 Telecom, Media and Tech (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:
    The back and forth flow of the data from a sold product to an order and 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 subflows 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
    Sold product to Quote sn_l2c_cust_flows_sp_to_quote Sold product Quote
    Product Inventory to Quote sn_l2c_cust_flows_pi_to_quote Product Inventory Quote
    Product Inventory to Order sn_l2c_cust_flows_pi_to_order Product Inventory Order
    Order to Product Inventory sn_l2c_cust_flows_order_to_pi Order Product Inventory
    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.