Customer Life Cycle Management Workflows

  • Release version: Yokohama
  • Updated January 30, 2025
  • 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) enables ServiceNow customers to manage the entire life cycle of sold products. This includes updating configurations, and performing key actions such as modify, suspend, resume, or disconnect on sold products and their full hierarchies. These workflows utilize lead-to-cash transactional operations to streamline managing product states and characteristics throughout their lifecycle.

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    Key Features

    • Declarative Actions on Sold Products: Easily perform Modify, Suspend, Resume, and Disconnect actions on sold product entities directly from the account detail page in Configurable Workspace.
    • Order Flow Integration: These actions integrate with order management workflows, creating or updating orders and sold product records automatically when the Order Management plugin is installed.
    • Workflow Subflows: Multiple Flow Designer flows handle each lifecycle action, such as creating suspend or resume orders, synchronizing sold product states, and managing order completions.
    • Entity Configurations: Configurations enable seamless data exchange between sold products and orders, supporting end-to-end lifecycle operations.
    • Plugin Dependencies: Requires the Customer Service Install Base Management, Product Catalog Management Core, and Lead to Cash Core plugins for full functionality.
    • Compatibility Notes: Actions on product offerings with specifications require upgrading to the Xanadu release. Product Inventory records cannot be modified, suspended, resumed, or disconnected.

    Practical Considerations for Customers

    • Ensure required plugins are installed to fully utilize lifecycle workflows.
    • Use the declarative actions within Configurable Workspace for efficient product lifecycle updates.
    • Be aware of property settings (e.g., snindtmtorm.enableprodinvtforordermanagement) that affect whether sold product or product inventory records are created or updated.
    • Plan upgrades to the latest platform releases to support specifications on product offerings.
    • Leverage related tasks for common lifecycle operations like modifying, suspending, resuming, or disconnecting single or multiple sold products.

    Expected Outcomes

    By activating and using Customer Life Cycle Management Workflows, customers can automate and standardize the management of sold products throughout their lifecycle. This leads to improved accuracy in product status, streamlined order processing, and enhanced ability to respond to customer needs and changes efficiently.

    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.

    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 Lead to Cash.

    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 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.
    Change 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:
    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 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
    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.