Customer Contracts and Entitlements release notes

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
    • Summarize
    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 Contracts and Entitlements release notes

    The ServiceNow® Customer Contracts and Entitlements application allows organizations to efficiently store and manage customer service contracts and entitlements. The Xanadu release introduces enhancements that improve the visibility and management of covered products within contracts, streamline contract creation from orders, and enable the creation of quotes for contract renewal or modification.

    Show full answer Show less

    Key Features

    • Track covered products in contracts: Contracts now directly link to specific covered products or order line items, making it easier to modify and understand coverage details.
    • Create single contracts from orders: Users can generate a single contract from an order containing multiple contract offerings or add several contract offerings to an existing contract.
    • Quote creation for renewals and modifications: Agents can create quotes or orders when renewing or modifying service contracts, contract lines, or entitlements, supporting more flexible contract management.
    • Activation and availability: The application is available via the ServiceNow Store as a plugin (com.snpsscore) that requires a separate subscription. The new data model is used for all new contracts and entitlements after activation, with legacy data remaining accessible for viewing.

    Related ServiceNow Applications

    Customer Contracts and Entitlements integrates with several ServiceNow features to enhance contract and entitlement handling:

    • Flow Designer: Facilitates workflow automation related to contracts and entitlements.
    • Order Management: Supports fulfillment of customer orders linked to contracts.
    • Install Base Management: Tracks customer product usage or purchases across industries.
    • Next Experience UI Builder: Enables developers to create custom web interfaces for workspaces and portals.
    • Product Catalog Management: Organizes products for easy addition to quotes by agents.
    • Pricing Management: Allows setting and adjusting pricing for products and services within quotes.
    • Workspace: Provides a unified graphical interface for agents to manage customer service tasks efficiently.

    Practical Benefits for ServiceNow Customers

    With this release, ServiceNow customers can expect enhanced contract lifecycle management capabilities that simplify the tracking and modification of covered products, streamline contract creation from complex orders, and facilitate flexible quoting processes for renewals and modifications. These improvements support better service delivery and contract administration within the ServiceNow platform.

    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 Xanadu release.

    Customer Contracts and Entitlements highlights for the Xanadu release

    • Track covered products through the contract records, enabling easier modifications and clearer insight into coverage specifics.
    • Create a single contract from an order with multiple contract offerings.
    • Create quotes for contract renewal or modification.

    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 Xanadu release

    Enhancements in service contracts and entitlements workflow
    Track covered products directly through the contract records, facilitating changes and visibility of what is covered​. Covered products refer to specific products or order line items included in a service contract. These items are linked to the contract to define what is covered for service or maintenance. Agents in Order Management can select the products to be covered by a contract when the order is captured for the contract offering.
    Create single contracts

    Create a single contract from a single order with multiple contract offerings. Add multiple contract offerings from an order to an existing contract.

    Create quotes for contract renewal or modification
    Create a quote or an order while renewing or modifying a service contract, service contract line, or an entitlement.

    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.

    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 remain available for viewing.

    Related ServiceNow applications and features

    Flow Designer
    ServiceNow® Workflow Studio components enable you to invoke flows or subflows that are designed as part of a workflow and 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 that 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 the tier 1 agents that they must use to respond to customers and resolve cases.