Customer Contracts and Entitlements release notes

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Customer Contracts and Entitlements Release Notes - Australia

    The ServiceNow® Customer Contracts and Entitlements application provides a centralized solution for storing and managing customer service contracts and entitlements. The Australia release introduces significant enhancements to improve accuracy, efficiency, and usability in contract management workflows.

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    Key Features

    • Derived Priced Products: Supports dynamically calculated product prices within contracts, ensuring pricing consistency and accuracy throughout contract-driven processes.
    • Contracts Consolidation: Enables merging of multiple contract lines into a single renewal quote line and combining renewal quotes from different contracts, streamlining multiple renewal operations and reducing duplication.
    • Contracts Hierarchical List View: Allows agents to view contract lines in a collapsible hierarchical structure within customer contract records, simplifying navigation and workflow application across complex product offerings.
    • Contract Renewal Performance Improvements: Introduces asynchronous processing to speed up large-scale contract renewals across quotes, orders, and opportunities.
    • Early Renewal and Termination of Ramped Contract Lines: Supports processing of early renewals and terminations for contracts with ramped pricing structures.

    Activation and Dependencies

    Customer Contracts and Entitlements is an AI Platform feature activated via the com.snpsscore plugin, which requires a separate subscription. Proper configuration is necessary to enable and utilize these features.

    Related ServiceNow Applications

    This application integrates with several key ServiceNow offerings to provide a comprehensive contract and order management experience:

    • Flow Designer: Enables invoking and tracking workflows related to contract management.
    • Order Management: Facilitates fulfillment of customer orders linked to sales agreements.
    • Install Base Management: Tracks customer product usage and purchases across industries.
    • Next Experience UI Builder: Provides low-code tools for customizing workspace and portal interfaces.
    • Product Catalog Management: Organizes products and services for easy quoting.
    • Pricing Management: Helps set and adjust product pricing within quotes.
    • Workspace: Offers a unified interface with tools for agents to efficiently manage customer interactions.

    Practical Benefits for ServiceNow Customers

    With these enhancements, customers can expect improved accuracy in pricing, streamlined contract renewals through consolidation and asynchronous processing, and enhanced usability with hierarchical contract views. These capabilities collectively reduce manual effort, improve operational efficiency, and provide agents with better tools to manage complex contract structures.

    The ServiceNow® Customer Contracts and Entitlements application provides the foundation for storing and managing customer service contracts and entitlements. Customer Contracts and Entitlements was enhanced and updated in the Australia release.

    Customer Contracts and Entitlements highlights for the Australia release

    • Support derived priced products in Contracts and Entitlements workflows.
    • Support contract consolidation and merge operations.
    • Support hierarchical list view for contract lines in customer contracts.
    • Enhance contract renewal performance with asynchronous processing.

    See Customer Contracts and Entitlements for more information.

    Important:
    Customer Contracts and Entitlements is available in the ServiceNow Store. For details, see the Activation information section of these release notes.

    New in the Australia release

    Derived priced products
    Reflects dynamically calculated prices, ensuring consistency with underlying pricing logic and improving accuracy across contract‑driven workflows.
    Contracts consolidation
    Enables users to merge multiple customer contract lines into a single consolidated renewed quote line. Users can also merge two renewal quotes for two different contracts into a single renewal quote. This capability will improve operational efficiency across multiple renewal by eliminating reducing duplication.
    Contracts hierarchical list
    Enable agents to view contract lines under a customer contract record as a collapsible hierarchical list, making it easier to apply workflows at the appropriate root level and navigate complex product offering hierarchies.
    Contract renewal performance improvements
    Reduce processing time for large-scale renewals by enabling asynchronous processing for contract renewal workflows across quotes, orders, and opportunities.
    Early renewal and termination of ramped contract lines
    Enables users to process early renewals and early terminations on contract lines that have ramps.

    Activation information

    Customer Contracts and Entitlements is a ServiceNow AI Platform feature that is available with activation of the (com.sn_pss_core) plugin, which requires a separate subscription. For details, see Configure Customer Contracts and Entitlements.

    Related ServiceNow applications and features

    Flow Designer
    ServiceNow® Workflow Studio components enable you to invoke flows or subflows that are part of a workflow and are used to find out the output or execution status of the flows or subflows.
    Order management
    Order and fulfillment agents can use ServiceNow® Order Management to fulfill customer orders created from the Sales Agreement Management application.
    Install base management
    ServiceNow® Install Base Management is used to capture a customer’s use or purchase of a product across any industry with the Customer Service Management application.
    Next Experience UI Builder
    ServiceNow® Next Experience UI Builder is a low-code web user interface builder that enables developers to build pages for workspace and portal web-based experiences. Use the base system and custom web components to build your pages.
    Product Catalog Management
    ServiceNow® Product Catalog Management organizes products into catalogs and categories so agents can easily find and add products and services to a quote.
    Pricing Management
    ServiceNow® Pricing Management helps you set pricing for products and services that can be added to a quote. Pricing Management also enables agents to make pricing adjustments to products in the quote.
    Workspace
    ServiceNow® Workspace is a graphical user interface that puts multiple tools on one page, including the tools that agents use to find, research, and resolve issues. CSM Configurable Workspace and CSM Agent Workspace are customer service-specific implementations that provide tools to tier 1 agents used to respond to customers and resolve cases.