Upsell or Downsell a service contract line

  • Release version: Yokohama
  • Updated June 25, 2025
  • 1 minute to read

    • Upsell or downsell a service contract line on the CSM Configurable Workspace. You can reduce or increase the quantities of the products specified in the service contract line.

    Before you begin

    Role required:
    • To create an order, you need sn_customerservice_manager and sn_ind_tmt_orm.order_agent.
    • To create a quote, you need sn_customerservice_manager and sn_sales_common.sales_agent.

    Procedure

    1. Navigate to All > CSM/FSM Configurable Workspace..
    2. In the list view, navigate to Contracts and Entitlements > Service Contracts.
    3. In the service contract lists, select the service contract that you want to update.
    4. In the service contract lines related list, select one or more service contract lines that you want to update.
    5. Select Upsell or downsell.
    6. In the Upsell or downsell dialog box, increase or reduce the value in the Quantity field.
    7. Select the start date of the new service contract line from the Effective from field.
      The target entity is created depending on the rules set in the Customer Life Cycle Workflows Policy decision table. For more info, see Configuring Customer Life Cycle Workflows Policy decision table.
      • If the selected target entity is a quote, a quote to upsell or downsell the service contract line is created. You can select the quote number from the confirmation message to view the quote line items. The quote is approved and the status changes to Complete to create an order.
      • If the selected target entity is an order, an order to upsell or downsell the service contract line is created. You can select the order number from the confirmation message to view the order line items.
    8. In the Line Items related list, double-click the State value of the parent order line and set it to Completed.
      A new service contract line with the increased or reduced quantities is created with the Start date as the Effective from date you selected.
      Note:
      For upsell, the Start date and End date of the original service contract line unchanged. For downsell, the End date of the original service contract line is updated to n-1 date of Start date of the new service contract line.