Need guidance on Account state update in Order Management

SHREEDHARANM
Tera Contributor

5 hours ago

Hi Community,

I’m working on Order Management in ServiceNow and would like to understand how account state is updated during the order lifecycle. For example, when a customer places, modifies, or disconnects an order, how does the system handle account updates?

  • Does Order Management automatically update account information?

  • Are there any out-of-the-box features?

Any suggestions, documentation references, or real-world examples would be greatly appreciated.

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SANDEEP DUTTA
Tera Patron
Tera Patron

4 hours ago

Hi @SHREEDHARANM ,

Can you explain more about "Account State" along with a screenshot please!!

 

In OOTB, this is how the different tasks involved in the Account Lifecycle Events life-cycle.

SANDEEPDUTTA_0-1757471068679.png

 

Account Lifecycle Events features include the following:

  • Onboarding: Understand customer needs and expectations and define a repeatable, transparent workflow that can be followed during the onboarding process.
  • Engagement: Define and track success objectives, milestones, and ensure that outcomes are met.
  • Adoption: Position how to make the most out of the products available and take steps to improve product usage.
  • Monitoring: Monitor product and service usage along with other key metrics such as KPIs and identify renewal and expansion opportunities.
  • Expansion: Assist sales and account teams in identifying renewal and expansion opportunities.

 

 

Thanks,
Sandeep Dutta

Please mark the answer correct & Helpful, if i could help you.
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