Combined Customer Contracts and Entitlements release notes for upgrades from Washington DC 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 Washington DC 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
Washington DC	No updates for this release.
Xanadu	No updates for this release.
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
Washington DC	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.
Xanadu	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.
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
Washington DC	No updates for this release.
Xanadu	No updates for this release.
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
Washington DC	No updates for this release.
Xanadu	No updates for this release.
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
Washington DC	No updates for this release.
Xanadu	No updates for this release.
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
Washington DC	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 remain available for viewing.
Xanadu	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 remain available for viewing.
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
Washington DC	No updates for this release.
Xanadu	No updates for this release.
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
Washington DC	No updates for this release.
Xanadu	No updates for this release.
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
Washington DC	No updates for this release.
Xanadu	No updates for this release.
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
Washington DC	No updates for this release.
Xanadu	No updates for this release.
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
Washington DC	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 Post-Sales Support for more information.
Xanadu	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 Post-Sales Support for more information.
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.