Combined Customer Contracts and Entitlements release notes for upgrades from Yokohama to Zurich

  • Release version: Zurich
  • Updated August 11, 2026
  • 6 minutes to read
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    Summary of Combined Customer Contracts and Entitlements Release Notes for Upgrades from Yokohama to Zurich

    This consolidated release notes document provides ServiceNow customers with a comprehensive summary of new features, enhancements, and important upgrade information for Customer Contracts and Entitlements between the Yokohama and Zurich releases. The notes ensure customers are prepared for the upgrade and understand the key functional changes and capabilities introduced.

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    Key Features Introduced

    • Yokohama Release Enhancements:
      • Create and manage contracts directly from product inventory records.
      • New Service Contract Workspace in the Customer Service Management workspace for improved contract and entitlement management.
      • View location and subscription pricing details on contract lines and entitlements.
      • Automatic contract renewal configuration including date and pricing details.
      • Creation of renewal opportunities and quotes tied to contract renewals.
      • Co-terminating contract lines to synchronize start and end dates across multiple quote lines.
      • End-of-life alerts when contract end dates exceed product offering end dates during quoting.
      • Renewal Uplift feature to adjust future renewal pricing with markups, markdowns, or market price application.
    • Zurich Release Enhancements:
      • Renew service contracts at the contract or line level, generating new contracts linked to renewal history.
      • Add new line items to existing contracts directly or when modifying quotes or contracts.
      • Modify entire contracts or selected contract lines with generated quotes or orders.
      • Upsell or downsell contract lines by adjusting quantities, producing consolidated quotes or orders.
      • Support for price ramps allowing specification of pricing changes over time within a single quote and capturing those in contracts.
      • Enhanced renewals workflow including separate configuration of opportunity and quote generation dates and automatic quote updates for added auto-renewed products.
      • Non-standard renewals enabling early or late renewals with updated pricing terms or extensions beyond expiry.
      • Ability to swap subscribed products or services partially or fully within contract line items.

    Upgrade and Activation Information

    • Customer Contracts and Entitlements require activation of the com.snpsscore plugin via the ServiceNow Store, which needs a separate subscription.
    • The new data model applies only to new contracts and entitlements created post-activation; legacy contracts remain view-only.
    • Entitlement verification APIs and change workflows are based on the new data model, enhancing integration and process automation.
    • Customers should complete specified pre- and post-upgrade tasks to ensure smooth transition to Zurich.

    Changes, Removals, and Deprecations

    No changes, removals, or deprecations were reported between Yokohama and Zurich releases for Customer Contracts and Entitlements, ensuring stability in existing functionalities.

    Additional Considerations

    • No updates to browser requirements, localization, accessibility, or additional technical requirements were introduced in these releases.
    • Customers benefit from improved contract lifecycle management capabilities, pricing flexibility, and streamlined renewals processes.

    Practical Impact for ServiceNow Customers

    With these enhancements, customers can expect more efficient contract management workflows including creating, modifying, renewing, and pricing contracts and entitlements with greater flexibility and automation. The introduction of a dedicated workspace and new renewal and pricing features enable better visibility and control over contract lifecycles, helping to optimize post-sales support and revenue management.

    Consolidated page of all release notes for Customer Contracts and Entitlements from Yokohama to Zurich.

    How to use this page

    To help you prepare for your upgrade, we have combined the cross-family Customer Contracts and Entitlements release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Yokohama to Zurich.

    Tip:
    If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

    Important information for upgrading Customer Contracts and Entitlements to Zurich

    Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    New features

    Between your current release family and Zurich, new features were introduced for Customer Contracts and Entitlements.

    Release Release notes

    Yokohama
    Create contracts from product inventory
    Enables customer to create and manage contracts for product inventory records.
    New workspace view for service contracts and entitlements
    A new workspace view named Service Contract Workspace has been added for customers on service contracts and entitlements in the Customer Service Management workspace. This view is set as the default view and can be changed by an administrator.
    Enhancement on contract lines and entitlements
    View location and subscription pricing information on contract lines and entitlements.
    Automatic renewal of contracts
    Enables customers to configure the date and pricing details of contract renewal while creating initial contracts.
    Enable renewal opportunity creation
    Create an opportunity or an opportunity and quote when you renew service contracts and service contract lines.
    Co-terminating of Contract lines
    Enables customers to assign same start and end date to multiple quote lines.
    End-of-life check​
    Alert customers when the contract end date is exceeding the product offering end date during quote processing. Customers can then match the contract and product offering end date if required.
    Renewal Uplift feature
    Enables customers to set the pricing parameters of future renewals of contracts. You can select the markup or mark down percentage of the current contract price or you can apply the market price of the contract at the time of renewal.

    Zurich
    Renew a service contract
    Initiate renewals from contracts at either the line level or the contract level. The resulting renewal quotes and orders generate a new contract that is associated with the original contract in the renewal history.
    Add contract lines to a service contract
    Add new line items to an existing contract by initiating the flow from contract. You can also add new line items to an existing contract while modifying a quote or contract.
    Modify a service contract
    Initiate a modification from the contract header to generate a quote or order containing all contract lines. You can also select specific contract lines and initiate a modification, resulting in a quote or order that includes only the selected lines.
    Upsell or Downsell a service contract line
    Select one or more root contract lines to adjust quantities. You can add or reduce quantities on a contract line by selecting the Upsell or Downsell feature. After updating the quantities of the contract lines, a single quote or order is generated with the updated quote lines.
    Support Price Ramps in contract
    Enable customers to specify price ramps for a product or service in a single quote. When the quote is completed and the order process is finalized, the contract captures the new pricing details.​
    Enhancements in Renewals workflow
    • Configure renewal opportunity and quote generation dates on separate dates.
    • Renewed quotes automatically update when new products are added to auto-renewed contracts.
    Non-Standard Renewals
    Renew customer contracts outside the standard renewal cycle. You can perform early renewals to generate new contracts with updated pricing terms or late renewals to extend contracts after the expiry date.
    Modify line item quantities
    Swap an existing subscribed product or service with another product, either partially or fully.

    Changes

    Between your current release family and Zurich, some changes were made to existing Customer Contracts and Entitlements features.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Removed

    Between your current release family and Zurich, some Customer Contracts and Entitlements features or functionality were removed.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Deprecations

    Between your current release family and Zurich, some Customer Contracts and Entitlements features or functionality were deprecated.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Activation information

    Review information on how to activate Customer Contracts and Entitlements.

    Release Release notes

    Yokohama

    Install Customer Contracts and Entitlements by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

    Customer Contracts and Entitlements is available with activation of the Customer Contracts and Entitlements (com.sn_pss_core) plugin, which requires a separate subscription. For details, see Configure Post-Sales Support.

    Note:
    With the activation of Customer Contracts and Entitlements, new contracts and entitlements are created using the new data model only. The new entitlement verification APIs and change workflows are based on the new data model. Older contracts and entitlements can still be viewed but not modified.

    Zurich

    Install Customer Contracts and Entitlements by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

    Customer Contracts and Entitlements is available with activation of the Customer Contracts and Entitlements (com.sn_pss_core) plugin, which requires a separate subscription. For details, see Post-Sales Support.

    Note:
    With the activation of Customer Contracts and Entitlements, new contracts and entitlements are created using the new data model only. The new entitlement verification APIs and change workflows are based on the new data model. Older contracts and entitlements can still be viewed but not modified.

    Additional requirements

    If any additional requirements were introduced or changed for Customer Contracts and Entitlements we have noted them here.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Browser requirements

    If any specific browser requirements were introduced or changed for Customer Contracts and Entitlements we have noted them here.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Accessibility information

    Review details on accessibility information for Customer Contracts and Entitlements, such as specific requirements or compliance levels.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Localization information

    If there are specific localization considerations for Customer Contracts and Entitlements we have noted them here.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Highlight information

    If there are specific highlight considerations for Customer Contracts and Entitlements we have noted them here.

    Release Release notes

    Yokohama
    • Enable customers to create contracts from product inventory.
    • Added a new workspace view for service contracts and entitlements in Customer Service Management workspace for efficiently managing service contracts and entitlements.
    • Enable initiation of contract renewal automatically based on the configured date and pricing details.
    • Calculate the price of future renewals of contracts with a markup or mark down percentage of the current contract price.
    • Validate the contract end date to the product offering end date.

    See Post-Sales Support for more information.

    Zurich
    • Initiate renewals from contracts at the contract or contract line level.
    • Add new line items to an existing contract.
    • Initiate modification from the contract header.
    • Add or reduce quantities on a contract line.
    • Define pricing and quantity schedules in contracts across specific time periods.

    See Post-Sales Support for more information.