--- sourceDocument: Brazil Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil 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: Brazil Updated September 10, 2026 ![](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 entire life cycle of sold products. This includes updating configurations, modifying, suspending, resuming, or disconnecting sold products and their complete hierarchies. These workflows leverage lead-to-cash transactional operations like Effect, Create Instance, Delta, and Commit Instance to ensure smooth transitions and data consistency. Show full answer Show less ## Required Plugins * **Customer Install Base Management:** Captures the current state of a customer's install base and manages relationships affecting product functioning. * **Product Catalog Management:** Defines products and services marketed, sold, and delivered to customers. * **Lead to Cash Core:** Supports composing and building workflows across various entities. Activation of these plugins is essential to enable the Customer Life Cycle Management Workflows. ## Key Functionalities and Actions Customers can perform declarative actions---Modify, Suspend, Resume, and Disconnect---on sold product entities and their hierarchies. These actions maintain the state and characteristics of sold products and are accessible via the sold product related list on the account detail page in Customer Service Workspace. **Important notes:** * Actions with sold product to order flows require the Order Management plugin (com.snindtmtorm). * Actions on product offerings with specifications require upgrading to the Xanadu release. * Modify, Suspend, Resume, and Disconnect actions are disabled for Product Inventory records. ## Workflows and Flow Designers The system includes multiple sub-flows corresponding to the declarative actions, which automate the creation and processing of orders related to sold products: * **Sold product to Suspend/Resume/Disconnect order:** Creates respective orders when those actions are triggered. * **Add order to sold product:** Creates sold product orders upon order completion. * **Change order to sold product:** Updates the sold product hierarchy and pricing based on completed order changes. * **Suspend/Resume/Disconnect order to sold product:** Finalizes the respective state changes upon order completion. Configuration properties determine whether records are created or updated in the Sold Product table or Product Inventory table, depending on which Order Management plugins are installed. ## Configurations Entity configurations underpin the data flow between sold products and orders, enabling seamless synchronization: * **Sold product to Order configuration:** Maps sold product data to order entities. * **Order to Sold product configuration:** Maps order data back to sold product entities. ## Practical Use ServiceNow customers can use these workflows to efficiently manage product life cycles post-sale, ensuring accurate tracking and state transitions within Customer Service Workspace. This supports operational efficiency in telecommunications, media, and technology sectors, particularly when integrated with Order Management solutions. Related tasks include modifying, suspending, resuming, and disconnecting sold products individually or in bulk, providing flexibility in product lifecycle management. 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 [CRM Core](https://www.servicenow.com/docs/access?context=lead-to-cash&version=brazil&pubname=brazil-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 (com.snc.customer_lifecycle_mgmt_workflows) plugin.{#customer-life-cycle-management-workflows__table_l4p_23q_b1c__entry__2} | Plugin | Description | |-|-| | Customer 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/N1N_VeLQgv3Vda~vccE~Gw "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=brazil&pubname=brazil-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 [CRM Core](https://www.servicenow.com/docs/access?context=lead-to-cash&version=brazil&pubname=brazil-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 Customer Service 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=brazil&pubname=brazil-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=brazil&pubname=brazil-order-management&ft:locale=en-US). **Related tasks** * [Modify a sold product and hierarchy](https://www.servicenow.com/docs/p2V_f7hjY4oiNjDF3ZwVMg "Modify a sold product and its complete hierarchy on Customer Service 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/OSfe~7IKT5qro3NnONLNmg "Modify a sold product and its complete hierarchy on Customer Service 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/Z0~sKu1aTuBWZABtjgGVQg#resume-a-sold-product "Create an order to resume a sold product and its hierarchy on the CRM Workspace. By resuming a sold product, you can restart a product or service.") * [Resume multiple sold products](https://www.servicenow.com/docs/Z0~sKu1aTuBWZABtjgGVQg#resume_multiple_sold_products "Create an order to resume multiple sold products and their hierarchy on the CRM Workspace.") * [Disconnect a single sold product](https://www.servicenow.com/docs/c61hzPo2NQRQ82j~Q0j1Rg#disconnect-a-sold-product "Disconnect a sold product in the CRM Workspace so that you can permanently disconnect a product and its services.") * [Disconnect multiple sold products](https://www.servicenow.com/docs/c61hzPo2NQRQ82j~Q0j1Rg#disconnect_multiple_sold_products "Create an order to disconnect multiple sold products and their hierarchy on the CRM Workspace.") * [Suspend a single sold product](https://www.servicenow.com/docs/3PRn_W_98abL7smY5NQvXg#suspend-a-sold-product "Create an order to suspend a sold product and its hierarchy on the CRM 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/3PRn_W_98abL7smY5NQvXg#suspend_multiple_sold_products "Create an order to suspend multiple sold product and their hierarchy on the CRM 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.")