Hi @SHREEDHARANM ,
What Happens to Account State During the Order Lifecycle.....
When customers place, modify, or disconnect orders, ServiceNow's Order Management focuses primarily on Customer Order and Line Item states, such as Pending, Processing, or Completed The system does not automatically alter the customer's account record (i.e. fields like Account Active/Inactive) during these order lifecycle events unless you've configured custom logic to do so.
OOB, Order Management doesn’t update account status directly. Instead, it manages order workflows via lifecycle states and fulfillment orchestration.....The system offers robust order capture, decomposition, and fulfillment orchestration features, alongside timeline tracking and in flight order changes, but these focus on order processing not account level data updates...
>>Does Order Management automatically update account information?
Out of the box, it does not. ServiceNow’s Order Management focuses on order capture, decomposition, and fulfillment orchestration, but does not automatically update customer account records such as changing account state on order placement, modification, or disconnection....
>> Are there any OOB features for account updates?
Not in the core Order Management module. There's no native functionality that updates the Account State based on order lifecycle events....Related features exist in other modules, particularly under Account Lifecycle Events.. OOTB stages:
Account Lifecycle Events include:
• Onboarding
• Engagement
• Adoption
• Monitoring
• Expansion
However, these are part of broader Customer Success or Account Management frameworks not directly integrated into Order Management workflows....
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Thanks and Regards,
Kaushal Kumar Jha - ServiceNow Consultant - Lets connect on Linkedin: https://www.linkedin.com/in/kaushalkrjha/
