Customer Contracts and Entitlements release notes
Summarize
Summary of Post-Sales Support Release Notes
The ServiceNow® Post-Sales Support application is introduced in the Washington DC release, providing a robust framework for managing customer service contracts and entitlements. This application enables organizations to capture detailed contract information and integrate it with existing customer data.
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Key Features
- Create and Manage Contracts: Users can manually create contracts or import existing ones to keep data updated.
- Agent Workspace Utilization: Contracts and entitlements can be managed within the ServiceNow® CSM Agent Workspace.
- Lifecycle Management: Oversee the entire lifecycle of service contracts from offer creation to contract generation.
- Integration Capabilities: Seamlessly integrate product catalog management, order management, and contract management.
- Contract Modification: Manage changes to contracts, including renewals and modifications based on customer needs.
- Subscription Management: Create contract lines for subscription-based products and services, and manage their status (resume, cancel, suspend).
Activation Information
Post-Sales Support can be activated through the ServiceNow Store, requiring the activation of the Post-Sales Support (com.snpsscore) plugin, which necessitates a separate subscription. New contracts and entitlements will utilize a new data model, while older ones remain accessible for viewing.
Related ServiceNow Applications and Features
- Flow Designer: Allows users to invoke workflows for output tracking.
- Install Base Management: Captures customer product usage across industries.
- Next Experience UI Builder: A low-code tool for developing web-based UIs.
- Product Catalog Management: Organizes products for easy access by agents.
- Pricing Management: Sets and adjusts pricing for products in quotes.
- Workspace: Offers a consolidated interface for agents to manage issues efficiently.
The ServiceNow® Customer Contracts and Entitlements application provides the foundation for storing and managing customer service contracts and entitlements. Customer Contracts and Entitlements is a new application in the Washington DC release.
Customer Contracts and Entitlements highlights for the Washington DC release
- Develop an end-to-end flexible data model to capture contract and entitlement details.
- Establish relationships with existing customer data, such as sold products and install base items, by adding the contract and entitlement data to the common data model.
- Support customer needs by implementing capabilities ranging from account-based support entitlements to contracts that include service plans with complex entitlement coverage.
- Enable the end-to-end order management process for contracts and entitlement.
- Manage and modify contracts, contract lines, and entitlements.
See Customer Contracts and Entitlements for more information.
Customer Contracts and Entitlements features
- Create and manage contracts
- Create contracts manually and import and synchronize existing contracts to retain updated data.
- Work in agent workspace
- View, utilize, and manage contracts and entitlements in the ServiceNow® CSM Agent Workspace.
- Generating new customer contracts and entitlements
- Manage the life cycle of customer service contracts and entitlements from offer creation to contract generation.
- Integrating offer to contract services
- Integrate product catalog management, order management, and contract management to deliver a seamless capability to support selling of service contracts and entitlements.
- Managing contracts and entitlements
- Manage modifications in contracts and entitlements to process change orders for contracts, contract lines, and entitlements. Support entitlements for an account, a product, or a service plan.
- Renew service contract
- Renew a service contract before the contract expires.
- Service contract lines for subscription plans
- Create contract lines for subscription products and services.
- Resuming, cancelling, and suspending service contracts
- Resume, cancel, suspend, or modify the services specified in service contracts and entitlements based on customer requirements.
Activation information
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 Customer Contracts and Entitlements.