--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-xanadu-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zx bundleId : - delta3zx --- # Combined Customer Contracts and Entitlements release notes for upgrades from Xanadu to Zurich # Combined Customer Contracts and Entitlements release notes for upgrades from Xanadu to Zurich {#ariaid-title1} Release version: Zurich Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 8 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) 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 Combined Customer Contracts and Entitlements release notes for upgrades from Xanadu to Zurich This consolidated release notes document assists ServiceNow customers in preparing for upgrading Customer Contracts and Entitlements from the Xanadu release to Zurich. It compiles new features, changes, activation requirements, and important upgrade tasks across the releases Xanadu, Yokohama, and Zurich. Show full answer Show less The document highlights enhancements in contract management workflows, entitlement tracking, renewal processes, and pricing configurations introduced progressively with each release. It also includes activation instructions emphasizing the new data model and plugin subscription requirements. ## Key Features * **Xanadu Enhancements:** * Track covered products directly in contract records for better visibility and management. * Create single contracts from orders with multiple contract offerings and add offerings to existing contracts. * Generate quotes or orders during contract renewal or modification processes. * **Yokohama Enhancements:** * Create contracts from product inventory records. * Introduce a new Service Contract Workspace in Customer Service Management for streamlined contract and entitlement management. * View location and subscription pricing on contract lines. * Configure automatic contract renewals with date and pricing details. * Enable renewal opportunity and quote creation, co-terminate contract lines, and alert on contract end dates exceeding product offering end dates. * Set pricing parameters for future renewals using markup, markdown, or market price. * **Zurich Enhancements:** * Support price ramps within a single quote for products or services, capturing new pricing in contracts post-order finalization. * Refine renewals workflow: separate configuration of renewal opportunity and quote generation dates; automatic updates of renewed quotes with new products. * Support non-standard renewals, including early and late renewals with updated pricing or contract extensions. * Allow modification of line item quantities and swapping subscribed products partially or fully. * Enable initiation of renewals and modifications at both contract and contract line levels. * Add new contract lines during contract modification or renewal. * Upsell or downsell contract lines by adjusting quantities, generating consolidated quotes or orders. ## Activation and Upgrade Considerations * Customer Contracts and Entitlements must be installed and activated via the ServiceNow Store by enabling the **com.snpsscore** plugin, which requires a separate subscription. * The new data model applies to all new contracts and entitlements created after activation; older records remain viewable but cannot be modified. * Pre- and post-upgrade tasks should be reviewed and completed to ensure a smooth transition. ## Changes, Removals, and Deprecations There are no reported changes, removals, or deprecations for Customer Contracts and Entitlements in any of the releases from Xanadu through Zurich. ## Additional Information * No updates were noted regarding additional requirements, browser compatibility, accessibility, or localization across the releases. ## What This Enables for ServiceNow Customers Upgrading Customer Contracts and Entitlements from Xanadu to Zurich significantly enhances your ability to manage service contracts and entitlements with improved visibility, automation, and flexibility. You can efficiently track covered products, create complex contract structures, automate renewals with configurable pricing strategies, and dynamically modify contracts and entitlements to meet evolving business needs. The introduction of dedicated workspaces and refined workflows streamlines contract management within Customer Service Management. By following the activation instructions and completing upgrade tasks, you ensure access to the latest features and compliance with the new data model, enabling better control over post-sales support processes and improved customer service outcomes. Consolidated page of all release notes for Customer Contracts and Entitlements from Xanadu 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 Xanadu 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. {#dfrn3-customercontractsandentitlements-summary__entry__2} | Release | Release notes | |-|-| | 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. {#dfrn3-customercontractsandentitlements-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | [Enhancements in service contracts and entitlements workflow](https://www.servicenow.com/docs/access?context=cont-ent-workflows-csm&family=xanadu&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=create-cont-ent-workflows-csm&family=xanadu&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=create-cont-ent-workflows-csm&family=xanadu&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=create-cont-ent-workflows-csm&family=yokohama&ft:locale=en-US) : Enables customer to create and manage contracts for product inventory records. [New workspace view for service contracts and entitlements](https://www.servicenow.com/docs/access?context=components-installed-pss&family=yokohama&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=using-post-sales-support&family=yokohama&ft:locale=en-US) : View location and subscription pricing information on contract lines and entitlements. [Automatic renewal of contracts](https://www.servicenow.com/docs/access?context=using-customer-cnt-ent-wf&family=yokohama&ft:locale=en-US) : Enables customers to configure the date and pricing details of contract renewal while creating initial contracts. [Enable renewal opportunity creation](https://www.servicenow.com/docs/access?context=using-customer-cnt-ent-wf&family=yokohama&ft:locale=en-US) : Create an opportunity or an opportunity and quote when you renew service contracts and service contract lines. [Co-terminating of Contract lines](https://www.servicenow.com/docs/access?context=using-customer-cnt-ent-wf&family=yokohama&ft:locale=en-US) : Enables customers to assign same start and end date to multiple quote lines. [End-of-life check​](https://www.servicenow.com/docs/access?context=cce-renew-service-contract&family=yokohama&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=cce-renew-service-contract&family=yokohama&ft:locale=en-US) : 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 | [Support Price Ramps in contract](https://www.servicenow.com/docs/access?context=using-customer-cnt-ent-wf&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=create-cont-ent-workflows-csm&family=zurich&ft:locale=en-US) : * 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](https://www.servicenow.com/docs/access?context=cce-renew-service-contract&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=cce-upsell-downsell-service-contract&family=zurich&ft:locale=en-US) : Swap an existing subscribed product or service with another product, either partially or fully. [Renew a service contract](https://www.servicenow.com/docs/access?context=cce-renew-service-contract&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=cce-add-contract-lines&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=cce-modify-service-contract&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=cce-upsell-downsell-service-contract&family=zurich&ft:locale=en-US) : 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. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing Customer Contracts and Entitlements features. {#dfrn3-customercontractsandentitlements-summary__entry__18} | Release | Release notes | |-|-| | 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. {#dfrn3-customercontractsandentitlements-summary__entry__26} | Release | Release notes | |-|-| | 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. {#dfrn3-customercontractsandentitlements-summary__entry__34} | Release | Release notes | |-|-| | 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. {#dfrn3-customercontractsandentitlements-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | Install Customer Contracts and Entitlements by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=xanadu&ft:locale=en-US). 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](https://www.servicenow.com/docs/access?context=configuring-post-sales-support&family=xanadu&ft:locale=en-US). 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 | Activation information : Install Customer Contracts and Entitlements by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=yokohama&ft:locale=en-US). 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](https://www.servicenow.com/docs/access?context=configuring-post-sales-support&family=yokohama&ft:locale=en-US). 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. Important: Customer Contracts and Entitlements is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Zurich | Activation information : Install Customer Contracts and Entitlements by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=zurich&ft:locale=en-US). 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](https://www.servicenow.com/docs/access?context=configuring-post-sales-support&family=zurich&ft:locale=en-US). 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. Important: Customer Contracts and Entitlements is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Customer Contracts and Entitlements we have noted them here. {#dfrn3-customercontractsandentitlements-summary__entry__50} | Release | Release notes | |-|-| | 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. {#dfrn3-customercontractsandentitlements-summary__entry__58} | Release | Release notes | |-|-| | 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. {#dfrn3-customercontractsandentitlements-summary__entry__66} | Release | Release notes | |-|-| | 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. {#dfrn3-customercontractsandentitlements-summary__entry__74} | Release | Release notes | |-|-| | 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. {#dfrn3-customercontractsandentitlements-summary__entry__82} | Release | Release notes | |-|-| | 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](https://www.servicenow.com/docs/access?context=exploring-post-sales-support&family=xanadu&ft:locale=en-US) 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](https://www.servicenow.com/docs/access?context=exploring-post-sales-support&family=yokohama&ft:locale=en-US) 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](https://www.servicenow.com/docs/access?context=exploring-post-sales-support&family=zurich&ft:locale=en-US) for more information. | [ ]