Customer Life Cycle Management Workflows release notes

  • Release version: Store
  • Updated June 11, 2026
  • 3 minutes to read
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    Summary of Customer Life Cycle Management Workflows Release Notes

    The Customer Life Cycle Management Workflows application on the ServiceNow Store provides comprehensive workflows to manage the lifecycle of sold products and product inventories. This includes creating, modifying, suspending, resuming, and disconnecting orders or quotes to align with customer business needs. The application supports complex product relationships and lifecycle states, ensuring accurate management and tracking of customer entitlements.

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    Key Features

    • Lifecycle Actions: Ability to perform Modify, Suspend, Resume, and Disconnect actions on sold products and product inventory records, including multi-selection capabilities for batch processing.
    • Enhanced Agent Workspace: Hierarchical views for Sold Products and Product Inventory improve navigation and management in configurable workspaces.
    • State Management: Sold product states now align with subscription start and end dates, enabling precise lifecycle status such as In-Preparation or Active.
    • MACD Flows Support: Improved support for Modify, Add, Change, Delete (MACD) flows on product inventories and sold products, including support for Delta pricing and adjustment mappings.
    • Order and Quote Generation: The Modify action can generate either quotes or orders based on configurable policies, enhancing sales flexibility.
    • Tracking and Visibility: Status tracking of lifecycle flows via the Sales and Order Management Request Tracker table provides operational transparency.

    Improvements and Fixes

    • Refined Modify action to restrict modifications to root-level sold product records, preventing unintended changes to dependent child records.
    • Resolved defects in order fulfillment, sales order management, and renewal reconfiguration scenarios including ramps and swap use cases.
    • Performance enhancements in order-to-sold product flows for smoother processing.
    • Expanded column support and entity mappings in MACD flows to improve pricing and sales agreement alignment.

    Practical Benefits for ServiceNow Customers

    ServiceNow customers can leverage these workflows to automate and streamline customer lifecycle management activities, ensuring accurate product configuration updates and status management. The enhancements facilitate better agent productivity through improved interfaces and controls, reduce errors through controlled modification scopes, and provide actionable insights with flow tracking capabilities. These releases also improve integration with sales processes and pricing models, enabling more flexible and accurate order and quote handling.

    Version history for the Customer Life Cycle Management Workflows application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 5.4.0 - June 2026
    • New: Enhanced the agent workspace with a hierarchical view for Sold Products and Product Inventory, making it easier to navigate and manage complex product relationships in configurable workspaces.
    • Changed: Refined the Modify action for Sold Products to ensure only root-level records can be modified. The option is automatically hidden or disabled for child records across all views, preventing unintended modifications to dependent records.
    • Fixed: Fixed defects in order fulfillment flows.
    Version 5.3.30 - May 2026
    • Changed:
      • Resolved defects within the sales order management processes, related to ramps and split use cases.
      • The sold product state is now determined based on the start and end dates if populated in change order fulfillment.
      • Handled line actions and line types in renewal reconfiguration for swap use cases and amend use cases
    Version 5.3.0 - April 2026
    • Changed:
      • Minor Enhancements in the following use-cases:
        • Order and quote renewal reconfiguration
        • Split scenarios for ramps.
    Version 5.2.0 - March 2026
    • Changed:
      • Sold Product states now align with the subscription start date, ensuring accurate lifecycle management. WhenStart Date andEnd Date are populated on the Order Line Item and the Start Date is in the future, the Sold Product is created in theIn-Preparation state; if today or in the past, it is created in theActive state.
      • Minor enhancements.
    Version 5.1.2 - January 2026
    Changed: Minor defect fix.
    Version 5.1.1 - December 2025
    Changed: Minor enhancements.
    Version 4.3.0 - August 2025

    New:

    • Improved mappings to support Delta pricing in the MACD Flows.
      • Added Sold Product Adjustment table entity mappings to the MACD Flows.

    Changed:

    • Expanded support for the following columns in the Order to SP and Quote to SP MACD Flows.
        • Unit base price
        • Unit list price
        • Sales agreement line

    Fixes: Fixed minor bugs.

    Version 2.3.0 - August 2025
    Fixed: Minor fixes and improvements.
    Version 4.2.0 - May 2025
    Minor fixes and improvements.
    Version 2.2.0 - May 2025
    Minor fixes and improvements.
    Version 4.0.0 - February 2025
    • Create a Modify, Suspend, Resume, and Disconnect order for single or multiple root product inventory records that are associated with a service specification.
    • Select multiple root product inventories to perform the Modify action to create both orders and quotes.
    • Track the status of the Modify, Suspend, Resume, and Disconnect flows on sold products and product inventory record by using the Sales and Order Management Request Tracker (sn_tmt_core_inbound_queue) table.
    • The Specification class field on the Product Inventory related list provides information on whether the selected product inventory record has a product specification or service specification that is associated with it.
    Version 2.0.0 - November 2024
    • MACD on Product Inventory records
      • Perform Modify, Suspend, Resume, and Disconnect actions on product inventory records from the Product Inventories related list.
        • Note: If you're using the Washington or Xanadu releases, you can manually add the Product Inventories related list. If you wish to retain both the Product Inventories and Sold Products related lists, you can filter out the product inventory records from the Sold Products list and then use the Product Inventories related list to perform MACD actions. The Product Inventories related list will be available out of the box starting with the Yokohama release.
      • Enable quote or order generation with the Modify action on product inventory records.
      • Enable the multi-selection of product inventory records to perform the Suspend, Resume, and Disconnect actions.
    Version 1.3.1 - August 2024
    • New: MACD flows can be performed on sold products that have a specification associated with it. Upgrade to Xanadu to enable MACD flows for configuring sold products with specifications.
    • Changed: Users can now select multiple sold products at the same time to trigger the Suspend, Resume, and Disconnect flows.
    Version 1.2.1 - May 2024
    • New: Enable the creation of quotes through the sold product 'modify' flow.
    • Changed: Sold product modify flow only resulted in order modifications in the version 1 release. Starting from version 2, the modify flow can result in a quote or an order, depending on the result of the decision table "Sold Product Modify Flow Policy".
    • Fixed: Performance enhancements in Order to Sold product flows.
    Version 1.0.0 - February 2024

    Provides workflows to manage the life cycle of sold products by updating their configurations and to suspend, resume, and disconnect the sold product to meet customer's business needs.