--- sourceDocument: Zurich Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Customer Life Cycle Management Workflows # Customer Life Cycle Management Workflows {#ariaid-title1} * Release version: Zurich * * Updated July 31, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Customer Life Cycle Management Workflows The Customer Life Cycle Management Workflows application (com.snc.customerlifecyclemgmtworkflows) enables ServiceNow customers to manage the life cycle of sold products effectively. It allows updating existing configurations and performing key actions such as modifying, suspending, resuming, or disconnecting sold products and their entire hierarchies. These workflows leverage lead-to-cash transactional operations, facilitating seamless management of product states and characteristics. Show full answer Show less ## Key Features * **Declarative Actions:** Modify, Suspend, Resume, and Disconnect actions are available on sold products via the account detail page in Configurable Workspace. These actions update the product or service configurations efficiently. * **Workflow Automation:** Multiple sub-flows automate the creation of orders related to suspending, resuming, disconnecting, and adding sold products, ensuring accurate state transitions and order processing. * **Integration with Order Management:** Declarative actions integrate with the Order Management plugin (com.snindtmtorm) for order flow handling. The behavior of product records creation depends on the configuration property 'snindtmtorm.enableprodinvtforordermanagement'. * **Entity Configurations:** Configurations enable data synchronization between sold product and order entities, supporting bi-directional data flow for accurate lifecycle management. * **Dependency on Core Plugins:** Requires Customer Service Install Base Management, Product Catalog Management, and Lead to Cash Core plugins for comprehensive functionality and workflow composition. ## Practical Application for ServiceNow Customers By activating this application, customers can: * Maintain and update sold product hierarchies with ease. * Use declarative actions directly from the account interface to manage product lifecycles. * Automate order creation and processing related to lifecycle changes, improving operational efficiency. * Leverage entity configurations to ensure consistent data flow between orders and sold products. * Ensure compatibility with product specifications by upgrading to the Xanadu release if required. ## Additional Considerations * Modify, Suspend, Resume, and Disconnect actions on product inventory records are disabled. * Ensure the appropriate plugins are installed and configured to enable full lifecycle workflow capabilities. * Review and adjust the 'snindtmtorm.enableprodinvtforordermanagement' property based on your order management plugin setup to control record creation behavior. 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 {#customer-life-cycle-management-workflows__section_ujv_yhq_b1c} 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 Core](https://www.servicenow.com/docs/access?context=lead-to-cash&version=zurich&pubname=zurich-order-management&ft:locale=en-US). ## Plugins for the Customer Life Cycle Management Workflows {#customer-life-cycle-management-workflows__section_zkx_13q_b1c} The following table lists the required plugins for the Life Cycle Management Workflows plugin.{#customer-life-cycle-management-workflows__table_l4p_23q_b1c__entry__2} | 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](https://www.servicenow.com/docs/SPkSGuZrP9DtDi1UWTBd9A "Track which products and services have been purchased by a customer, how they've been installed or provisioned, along with the detailed configuration for each installed item."). | | Product Catalog Management (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](https://www.servicenow.com/docs/access?context=product-catalog-managment&version=zurich&pubname=zurich-order-management&ft:locale=en-US). | | 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 Core](https://www.servicenow.com/docs/access?context=lead-to-cash&version=zurich&pubname=zurich-order-management&ft:locale=en-US). | [Table 1. Required plugins for the Life Cycle Management Workflows plugin] {#customer-life-cycle-management-workflows__table_l4p_23q_b1c} ## Life Cycle workflows and configurations {#customer-life-cycle-management-workflows__section_bhl_43q_b1c} 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. {#customer-life-cycle-management-workflows__table_swj_wyc_d1c__entry__2} | 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 Telecommunications, Media, and Technology (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 | After an order is marked completed, this flow triggers and thus entire product hierarchy shows the updated configuration made by the customer, along with the associated pricing adjustments that were processed through the Sold Product to order flow. For more information on pricing management, see [Components installed with Pricing Management](https://www.servicenow.com/docs/access?context=components-installed-with-pricing-management&version=zurich&pubname=zurich-order-management&ft:locale=en-US). 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 Telecommunications, Media, and Technology (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. | [Table 2. Flow Designers for declarative actions] {#customer-life-cycle-management-workflows__table_swj_wyc_d1c} 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 sub-flows that are triggered with each declarative action are based on the configurations that are listed in the following table. {#customer-life-cycle-management-workflows__table_ung_3zc_d1c__entry__4} | 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 | [Table 3. Configurations for declarative actions] {#customer-life-cycle-management-workflows__table_ung_3zc_d1c}To learn more about the configurations, see [Entity configuration and mapping](https://www.servicenow.com/docs/access?context=entity-configuration-and-mapping&version=zurich&pubname=zurich-order-management&ft:locale=en-US). **Related tasks** * [Modify a sold product and hierarchy](https://www.servicenow.com/docs/0A4hhVv5Pg3GejwTc0_ZUw "Modify a sold product and its complete hierarchy on the CSM Configurable Workspace so that you can update its existing configurations. For example, you may want to modify a sold product's characteristics and the line items (hierarchy) that are associated with it.") * [Modify a sold product to create a quote](https://www.servicenow.com/docs/lnPKM0UZYqCcNvx05G8BEw "Modify a sold product and its complete hierarchy on the CSM Configurable Workspace to generate a quote for any updated characteristics or configurations. For example, a customer may want to find the price to modify a sold product's characteristics and the line items (hierarchy) that are associated with it.") * [Resume a single sold product](https://www.servicenow.com/docs/7gMHqnjLLsstd7y3DahI4g#resume-a-sold-product "Create an order to resume a sold product and its hierarchy on the CSM Configurable Workspace. By resuming a sold product, you can restart a product or service.") * [Resume multiple sold products](https://www.servicenow.com/docs/7gMHqnjLLsstd7y3DahI4g#resume_multiple_sold_products "Create an order to resume multiple sold products and their hierarchy on the CSM Configurable Workspace.") * [Disconnect a single sold product](https://www.servicenow.com/docs/hVjMs_uX4eOkbo5SnL~g6w#disconnect-a-sold-product "Disconnect a sold product in the CSM Configurable Workspace so that you can permanently disconnect a product and its services.") * [Disconnect multiple sold products](https://www.servicenow.com/docs/hVjMs_uX4eOkbo5SnL~g6w#disconnect_multiple_sold_products "Create an order to disconnect multiple sold products and their hierarchy on the CSM Configurable Workspace.") * [Suspend a single sold product](https://www.servicenow.com/docs/CQO2yTyGJ1tE0FkKJ3rzzQ#suspend-or-resume-a-sold-product "Create an order to suspend a sold product and its hierarchy on the CSM Configurable Workspace. By suspending a sold product, you can reduce the number of canceled products or services and take the time to fix that product or service.") * [Suspend multiple sold products](https://www.servicenow.com/docs/CQO2yTyGJ1tE0FkKJ3rzzQ#suspend_multiple_sold_products "Create an order to suspend multiple sold product and their hierarchy on the CSM Configurable Workspace. By suspending a sold product, you can reduce the number of canceled products or services and take the time to fix that product or service.")