Customer Contracts and Entitlements release notes
Summarize
Summary of Customer Contracts and Entitlements release notes
The ServiceNow Customer Contracts and Entitlements application provides a foundational platform for storing and managing customer service contracts and entitlements. The Yokohama release introduces significant enhancements designed to streamline contract creation, management, renewal, and pricing within the Customer Service Management environment.
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Key Features
- Create Contracts from Product Inventory: Customers can now directly create and manage contracts linked to product inventory records, improving accuracy and efficiency.
- New Service Contract Workspace: A dedicated workspace view within the Customer Service Management workspace allows agents to efficiently manage service contracts and entitlements with a default interface that administrators can customize.
- Enhanced Contract Lines and Entitlements: Agents can view location and subscription pricing details on contract lines and entitlements, supporting better decision-making.
- Automatic Contract Renewal: Enables configuring renewal dates and pricing during initial contract creation, facilitating seamless contract lifecycle management.
- Renewal Opportunity Creation: Supports automatic creation of renewal opportunities and quotes during service contract renewals, integrating sales processes.
- Co-terminating Contract Lines: Allows assigning identical start and end dates to multiple quote lines, simplifying contract synchronization.
- End-of-Life Check: Alerts users when contract end dates exceed product offering end dates during quote processing, allowing alignment of contract terms with product lifecycle.
- Renewal Uplift Feature: Provides pricing flexibility by enabling markup or markdown percentages or applying market prices for future contract renewals.
Activation and Integration
Customer Contracts and Entitlements is available via the ServiceNow Store and requires activation of the Customer Contracts and Entitlements (com.snpsscore) plugin along with a separate subscription. Upon activation, new contracts and entitlements utilize an updated data model, including new entitlement verification APIs and workflows. Existing contracts remain viewable but cannot be modified.
The application integrates with related ServiceNow features such as Flow Designer, Order Management, Install Base Management, Next Experience UI Builder, Product Catalog Management, Pricing Management, and Workspace to provide a comprehensive customer service and contract management experience.
The ServiceNow® Customer Contracts and Entitlements application provides the foundation for storing and managing customer service contracts and entitlements. Customer Contracts and Entitlements was enhanced and updated in the Yokohama release.
Customer Contracts and Entitlements highlights for the Yokohama release
- Enable customers to create contracts from product inventory.
- Added a new workspace view for service contracts and entitlements in Customer Service Management workspace for efficiently managing service contracts and entitlements.
- Enable initiation of contract renewal automatically based on the configured date and pricing details.
- Calculate the price of future renewals of contracts with a markup or mark down percentage of the current contract price.
- Validate the contract end date to the product offering end date.
See Customer Contracts and Entitlements for more information.
New in the Yokohama release
- Create contracts from product inventory
- Enables customer to create and manage contracts for product inventory records.
- New workspace view for service contracts and entitlements
- A new workspace view named Service Contract Workspace has been added for customers on service contracts and entitlements in the Customer Service Management workspace. This view is set as the default view and can be changed by an administrator.
- Enhancement on contract lines and entitlements
- View location and subscription pricing information on contract lines and entitlements.
- Automatic renewal of contracts
- Enables customers to configure the date and pricing details of contract renewal while creating initial contracts.
- Enable renewal opportunity creation
- Create an opportunity or an opportunity and quote when you renew service contracts and service contract lines.
- Co-terminating of Contract lines
- Enables customers to assign same start and end date to multiple quote lines.
- End-of-life check
- Alert customers when the contract end date is exceeding the product offering end date during quote processing. Customers can then match the contract and product offering end date if required.
- Renewal Uplift feature
- Enables customers to set the pricing parameters of future renewals of contracts. You can select the markup or mark down percentage of the current contract price or you can apply the market price of the contract at the time of renewal.
Activation information
Install Customer Contracts and Entitlements by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Customer Contracts and Entitlements is available with activation of the Customer Contracts and Entitlements (com.sn_pss_core) plugin, which requires a separate subscription. For details, see Configure Customer Contracts and Entitlements.