--- sourceDocument: Xanadu Customer Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management Release : - xanadu ft:locale : - en-US ft:publication_title : - Xanadu Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Customer Life Cycle Management Workflows # Customer Life Cycle Management Workflows {#ariaid-title1} * Release version: Xanadu * * Updated August 1, 2024 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Manage the life cycle of your sold products by activating the Customer Life Cycle Management Workflows (com.snc.customer_lifecycle_mgmt_workflows) application. ## Overview {#customer-life-cycle-management-workflows__section_ujv_yhq_b1c} 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](https://servicenow-prod.fluidtopics.net/U8I9P4fS51tnibfoMZOIDA "Create the Sales and Order management workflows for a product and service through entity configurations and mappings. By creating this workflow, your organization can analyze lucrative business opportunities, customer leads, and the billing, support, and maintenance requirements after a sale is complete."). ## Plugins for the Customer Life Cycle Management Workflows {#customer-life-cycle-management-workflows__section_zkx_13q_b1c} The following table lists the required plugins for the Life Cycle Management Workflows plugin.{#customer-life-cycle-management-workflows__table_l4p_23q_b1c__entry__2} | 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](https://servicenow-prod.fluidtopics.net/1lENuz8J5d7RdICu82OaZg "Track which products and services have been purchased by a customer, how they have been installed or provisioned, along with the detailed configuration for each installed item."). | | 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](https://www.servicenow.com/docs/access?context=product-catalog-managment&version=xanadu&pubname=xanadu-order-management&ft:locale=en-US). | | 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](https://servicenow-prod.fluidtopics.net/U8I9P4fS51tnibfoMZOIDA "Create the Sales and Order management workflows for a product and service through entity configurations and mappings. By creating this workflow, your organization can analyze lucrative business opportunities, customer leads, and the billing, support, and maintenance requirements after a sale is complete."). | [Table 1. Required plugins for the Life Cycle Management Workflows plugin] {#customer-life-cycle-management-workflows__table_l4p_23q_b1c} ## Life Cycle workflows and configurations {#customer-life-cycle-management-workflows__section_bhl_43q_b1c} 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 to the product offering and perform any of the MACD flows. Ensure to upgrade to Xanadu to perform the modify, suspend, resume, and disconnect actions on product offerings that have a specification associated with it. Note: The Modify, Suspend, Resume, and Disconnect actions are disabled if Product Inventory records are selected. 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. {#customer-life-cycle-management-workflows__table_swj_wyc_d1c__entry__2} | 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. | [Table 2. Flow Designers for declarative actions] {#customer-life-cycle-management-workflows__table_swj_wyc_d1c} Note: The last five flows in the above table are disabled if the 'sn_ind_tmt_orm.enable_prod_invt_for_order_management' property is set to true. 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 subflows that are triggered with each declarative action are based on the configurations that are listed in the following table. {#customer-life-cycle-management-workflows__table_ung_3zc_d1c__entry__4} | 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 | [Table 3. Configurations for declarative actions] {#customer-life-cycle-management-workflows__table_ung_3zc_d1c}To learn more about the configurations, see [Entity configuration and mapping](https://servicenow-prod.fluidtopics.net/iHbUneztwnlAlleFAAlOVg "Use the Entity Configuration tables and forms to configure and map an entity that defines a structure and transfers the data from the source entity to the target entity."). **Related tasks** * [Modify a sold product and hierarchy](https://servicenow-prod.fluidtopics.net/nTCEMP6iDBRY1Yb0jO2n1Q "Modify a sold product and its complete hierarchy on the CSM Configurable Workspace so that you can update its existing configurations. For example, you may want to modify a sold product's characteristics and the line items (hierarchy) that are associated with it.") * [Modify a sold product to create a quote](https://servicenow-prod.fluidtopics.net/bDahBnurHZA~29c9DSzV5Q "Modify a sold product and its complete hierarchy on the CSM Configurable Workspace to generate a quote for any updated characteristics or configurations. For example, a customer may want to find the price to modify a sold product's characteristics and the line items (hierarchy) that are associated with it.") * [Resume a single sold product](https://servicenow-prod.fluidtopics.net/Jg9qE0OULAInoG1UTTNLQA#resume-a-sold-product "Create an order to resume a sold product and its hierarchy on the CSM Configurable Workspace. By resuming a sold product, you can restart a product or service.") * [Resume multiple sold products](https://servicenow-prod.fluidtopics.net/Jg9qE0OULAInoG1UTTNLQA#resume_multiple_sold_products "Create an order to resume multiple sold products and their hierarchy on the CSM Configurable Workspace.") * [Disconnect a single sold product](https://servicenow-prod.fluidtopics.net/37ZYVMy2CVdGG5qNFaMPmA#disconnect-a-sold-product "Disconnect a sold product in the CSM Configurable Workspace so that you can disconnect a product and its services.") * [Disconnect multiple sold products](https://servicenow-prod.fluidtopics.net/37ZYVMy2CVdGG5qNFaMPmA#disconnect_multiple_sold_products "Create an order to disconnect multiple sold products and their hierarchy on the CSM Configurable Workspace.") * [Suspend a single sold product](https://servicenow-prod.fluidtopics.net/0R~VG6On4E6s3OYjmHZHWg#suspend-or-resume-a-sold-product "Create an order to suspend a sold product and its hierarchy on the CSM Configurable Workspace. By suspending a sold product, you can reduce the number of canceled products or services and take the time to fix that product or service.") * [Suspend multiple sold products](https://servicenow-prod.fluidtopics.net/0R~VG6On4E6s3OYjmHZHWg#suspend_multiple_sold_products "Create an order to suspend multiple sold product and their hierarchy on the CSM Configurable Workspace. By suspending a sold product, you can reduce the number of canceled products or services and take the time to fix that product or service.")