Renewal Management

This feature is available only in Responsive Design


Renewal of product and services is one of the key business operations in many industries, especially in Service oriented industry. Renewal process allows companies to resell the exact same product or a service after some period of time to the client to whom it sold earlier. Various sales scenarios could be considered as renewal: Auto renewal, Product upgrade, Contract extension, etc.
Products or services sold to some client are usually recorded in external system, (e.g. CRM) in the form of “Assets”. Assets provide details on the existing products/services that Customer is using, like Product name, Price, Install date, Usage end date, etc. All information contained in the “Assets” is usually sufficient to understand when and what should be renewed for particular Customer.
CPQ offers its own renewal process, so all assets can be stored locally. On this page, you will find more information on how to set up a Renewal Process in CPQ, and how to utilize it.

Creating of Asset table

The first step in creating and enabling Renewal Process is to create an Asset table. This table is going to be used to store details on each asset created in your CPQ environment. Note that you can define only one Asset table.
To create Asset table, log into CPQ as an administrator and go to SetupRenewal AdministrationDefine Asset Table (See Figure 1)

Figure 1 – Define Asset Table form


The form you see is used to customize your Asset table. There is a list of available fields, list of selected fields and a list of fields that you want to be visible on UI. Note that in column Selected Fields, some fields are pre-selected and you cannot deselect them. You can add more available fields, or create new custom columns and add them. Once you define a list of visible columns, you can proceed by clicking on Save button. Your asset table is created.

Figure 2 – Selected fields to display on UI


While you are using CPQ, the asset table can be accessed anytime, since the link to the Asset table is located in the top menu, under item Quotes. (See Figure 2.1)

Figure 2.1 – Accessing the list of Assets (Asset table)


Next figure shows how Asset table looks like. (See figure 2.2)

Figure 2.2 – Asset table


The Renewal Process in short

When you sell a product or service to some customer, you have the option to create an Asset. Later, when you want to resell the asset to the client, you can go to your list of assets, pick the desired asset and add it to the quote (renew the asset). Depending on how you setup your Renewal Process, once the quote is completed, either existing asset is going to be updated, or new asset is going to be created.
You define the phase when the asset is to be created through Workflow. There is an action named Create Asset that can be set in workflow as a post action for some quote status (e.g. Quote Won status), that will trigger automatically.

An asset can be in one of the following four statuses:

  • Purchased – Meaning that the asset is added to the asset table after the quote is completed
  • Pending – Meaning that the asset is added to the new quote which is not yet completed
  • Renewed – Meaning that the asset is renewed (Update Asset option is not checked), and new asset is created from it
  • Obsolete – Meaning that the asset is linked to inactive product version


Asset table contains information about products previously purchased by the customer. By selecting which asset is to be renewed, and then clicking on the “Renew” button, the selected assets are added to the quote. Assets may have different statuses, but only assets that are in the status “Purchased” can be renewed.

In the next section, you will read some details on how to setup your Renewal Process.

Setup action “Create Assets”

This is the action which creates Assets for you. To find and set up the action, go to SetupWorkflow/ApprovalActions, and find action Create Asset from the list of actions. Click on edit icon. (See Figure 3)

Figure 3 – Action “Create Assets”


The purpose of this action is to record products from the quote into the Asset Table. On edit page of the action you can set conditions under which the action will be performed. (See Figure 4)

Figure 4 – Action Create Asset setup


You may decide that only particular user group(s) should be able to perform Asset renewal. You can set up this by setting action condition and/or workflow permissions. Action could be attached to the quote status, and once the quote reaches the desired status (e.g. Closed/Won), the Main Line Items along with the product configuration will be automatically recorded in the Asset Table.

Setup Product Renewal options

Two options are available to control product behavior in the renewal process. They can be found in the Additional Product Data section under SetupProductsProduct Definition. (See Figure 5)

Figure 5 – Additional Product Data - set Renewal Process options


Update Assets

If this option is selected, then when Create Asset action is triggered, the existing asset is updated. It changes status from Purchased to Pending. In the contrary, if this option is not selected, then the existing asset changes its status to Renewed, and the new version of the asset with status Purchased is created (recorded in Asset table).

Always Allow Renewal

If this option is selected, it will be possible to renew assets in the obsolete status. Those are assets that have underlying product with an inactive product version.
Renewal management fully supports complex product configurations, including configurable products and parent-child product configurations. When the user adds a configurable product from the asset table into the quote, the entire configuration that was initially sold to the customer will be automatically added into the quote. All line items from the parent-child configuration will be independently recorded as separate assets into the asset table, so users can decide whether the entire configuration or only some parts of the configuration should be renewed.

Example

In this example we will show you the life cycle of the asset and how the renewal process works. We have a configurable product named „Hosted email“. We want to sell this product and also to have an asset once it is sold.
Earlier, we have configured our workflow in the way that our action „Create Asset“ triggers as a post action on the quote status „Quote Won“.
We created new quote by configuring and adding our product „Email hosting“. We put 10 as a number of desired emails, and now our quote looks as depicted in Figure 6.1.

Figure 6.1 – A product added to the quote


The quote is in status Open. We worked on the quote, entered billing and shipping information, generated quote, and finally completed quote (meaning that quote is now moved to status „Quote Won“).

By completing the quote, action „Create Asset“ is triggered, since, previously it has been set as a post action. (See Figure 6.2)

Figure 6.2 – Create Assets action is set as a post action


Since action is triggered, our asset is recorded and we are able to find it in our Asset table (list of assets). (See Figure 6.3)

Figure 6.3 – New asset is created


Our asset is now in status „Purchased“.
Assuming that we want to resell „Hosted email“ product to the same client, configured exactly the same, we can select the asset in our Asset table and click on Renew button above asset table. (See Figure 6.4)

Figure 6.4 – Renew asset


This way, we created a brand new quote with „Hosted email“ product configured exactly as it used to be. At this moment our asset is in status „Pending“. (See Figure 6.5)

Figure 6.5 – Asset is in Pending status


Note that only assets that are in „Purchased“ status can be renewed. Therefor, we are not able to select our assets yet, since the quote is not yet completed.

Now, we go to the quote, and update quantity field from 10 to 15, and complete the quote. Since the quote is completed, action „Create Asset“ is triggered one more time.

Since the option „Update Asset“ is selected for our product (You can find more details on this option here), our asset is updated with new values (quantity is now 15), and it moved to „Purchased“ status again. (See Figure 6.6)

Figure 6.6 – Renewed asset


If the option „Update Asset“ was not selected, then our previous asset would have gotten status „Renewed“, and a brand new asset would had been created with status „Purchased“. (See Figure 6.7)

Figure 6.7 – „Update Asset“ option is not selected for the particular product


Now, if we go to product setup and make a product version 1 inactive, and option „Always Allow Renewal“ is not selected, our asset will be in status „obsolete“, as depicted in Figure 6.8.

Figure 6.8 – „Always Allow Renewal“ option is not selected for the particular product


But, if you select option „Always Allow Renewal“, then asset will be in „Purchased“ status and therefore renewable.

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