Need guidance on Account state update in Order Management

SHREEDHARANM
Tera Contributor

yesterday

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

yesterday

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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