Table of Contents

CPQ Amendments- Full Return

Purpose

The purpose of this article is to provide an overview of Salesforce CPQ Amendments functionality to process a full product return.

An Amendment is used in CPQ to change or modify any of the products, dates, or pricing in an active customer contract.

After the desired modifications are made and saved, CPQ will create a new Amendment Quote document and an amended Opportunity record that reflects the changes to the original contract. The CPQ pricing engine recalculates the pricing and applies any specified discounts or prorations due to date changes.

Intended Audience

  • Customer Service Managers (CSRs)

Notes

  • The User should be logged into Salesforce prior to performing this process.
  • The Salesforce Lightning Extension has been added to the user’s Chrome browser.
  • The Google Chrome browser must be used.

How To Create A Product Full Return Amendment

  1. Open the Account to be worked
  2. Expand the Contracts Quick Link and select the Contract to be Amended
  3. From the picklist, Click the Amend button
  4. Here you see a preview of all subscriptions related to the contract. If you change your mind or open the wrong contract, just click Cancel. Salesforce CPQ hasn’t actually created or modified any records at this point
  5. From the preview screen, click the Amend button again
    The Quick Line Editor (QLE) is opened. CPQ creates a quote that has the existing subscription products added as quote lines. Note that these are all total zero and will not be renewed unless you edit the dates.
  6. Change the Quantity to Zero (0) for all products for a full return. The Quote Total is auto- updated to reflect the refund or credit amount due to the customer
  7. Click Save
When CPQ creates an amendment quote, it also creates an amendment opportunity. When you save the quote, CPQ synchronizes the opportunity products to reflect the new prices.

Previewing Your Amendment Document

  1. In the Quote document, click the Generate Document button
  2. To preview the Amendment quote follow the steps below:
    1. Select the desired document template
    2. Adjust the document name if desired (can be seen by the customer)
    3. Click the Preview button

A preview of the amendment quote is displayed. This document can be saved as a PDF and emailed to the customer just like any other quote. Note that the new quote only contains a price for the new product(s) that you added.

Saving and Viewing Your Amendment PDF Document

  1. To Save the quote as a PDF, follow the steps below:
    1. Close the Preview document by clicking the X
    2. Click the Save button to save and attach the quote to the Quote record
    3. Open the Quote record to access the Amendment Quote PDF document
    4. Click the Related tab
    5. Scroll down to the bottom of the Related tab to the Notes & Attachments section to view the Proposal PDF document(s)
      1. Click the document name to open the PDF document.
      2. Click the Download icon to save the PDF to a folder where it can be accessed to attach to an Email if needed

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CPQ Amendments- Partial Return

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