Upgrade, Downgrade & Swap

this feature is currently in preview upgrade, downgrade, and swap actions are currently supported between standalone products and add ons support for upgrade, downgrade and swap actions from standalone products to bundles, or from a bundle to another bundle, will be available in future releases please note that if the base product includes ramp items, those ramp configurations will not be carried over to the upgrade or swap products this and other related limitations are planned to be addressed in upcoming updates upgrade/downgrade & swap are two new types of product relationships introduced in nue this allows revops leads & system administrators to configure a change relationship between products under certain conditions and scenarios in saas services, upgrading, downgrading, and replacing products are common lifecycle events customers frequently move between different tiers or plans, such as upgrading from pro edition to enterprise edition or downgrading back to freemium edition similarly, add ons can be upgraded or downgraded based on usage and needs in some cases, a product change is not just an upgrade or downgrade but a swap—for instance, when a new version of a product is released, customers using the existing version may be transitioned to the new one this is especially common in the ai era, where products evolve rapidly these transitions play a crucial role in customer retention and revenue optimization, ensuring that users always have the right product fit for their needs in upgrade, downgrade, and swap scenarios, customers generally prefer to modify their existing subscription rather than canceling it and creating a new one the subscription should remain active, with changes accurately reflected in the subscription revenue stream it reduces downstream effort for sales reps to offer the latest and greatest products and pricing to the customers common scenarios feature based upgrades/downgrades customers switch between plans based on feature needs (e g , adding ai powered analytics in a premium plan) usage based adjustments customers move from a fixed subscription to a pay as you go model or vice versa seasonal downgrades businesses downgrade temporarily during off peak periods and upgrade when demand increases region based changes customers migrate to localized versions of a product that comply with specific regulations (e g , gdpr compliant editions for eu customers) sunsetting older versions legacy product versions are phased out, and users are migrated to newer, more advanced offerings how does it work? permissions this feature requires the following functional permissions to be configured for the user role advanced pricing and discounting view product relationships manage product relationships configuring product relationships first, follow the steps below to create upgrade/downgrade and swap product relationships once these relationships are configured and activated, the upgrade , downgrade , or swap action icons will automatically appear on the subscription card in lifecycle manager based on the defined product relationships navigate to the product relationships section on the price builder menu click on ‘new product relationship’ in the ‘product relationships’ menu option to launch the product relationship creation page utilize various creation and editing options, including swap, upgrade/downgrade relationships, applying discount tags, and configuring unit of measure (uom) options duplicate product relationships will be prevented by error validation specifying uoms for upgrade, downgrade & swap relationship when configuring a product relationship, users can specify a particular unit of measure (uom) for both the source and target products for example, when upgrading from a freemium plan (typically billed monthly) to a pro edition, the upgrade can be restricted to the annual plan only let’s say there are two products a and product b with multiple uoms & an upgrade relationship such as base product a → user/month, user/quarter, user/year target product b → user/month, user/year below table demonstrates the possible uom combinations based on different relationships configured relationship type eligible upgrade paths eligible downgrade paths upgrade a → b with same uom only a user/month → b user/month a user/year → b user/year b user/month → a user/month b user/year → a user/year upgrade a with any uom → b with any uom a user/month → b user/month a user/month → b user/year a user/quarter → b user/month a user/quarter → b user/year a user/year → b user/month a user/year → b user/year b user/month → a user/month b user/month → a user/quarter b user/month → a user/year b user/year → a user/month b user/year → a user/quarter b user/year → a user/year upgrade a with any uom → b with same uom only a user/month → b user/month a user/year → b user/year b user/month → a user/month b user/month → a user/quarter b user/month → a user/year b user/year → a user/month b user/year → a user/quarter b user/year → a user/year once product relationships are defined, sales reps will see the upgrade , downgrade , or swap action icons directly on the subscription card within the lifecycle manager as below note these actions are currently supported only for standalone subscriptions and add ons by clicking an action icon, users can add the corresponding change request to the change cart and proceed to checkout as usual when the quote is finalized into an active order, the system automatically upgrades, downgrades, or swaps the product while keeping the subscription active the subscription’s product will be updated to the new product, and the today’s product field will be recalculated to reflect the product currently in effect creating custom discount tags on an upgrade relationship revops administrators have the flexibility to configure custom discount tags on an upgrade product relationship configured tags will automatically be applied on the upgrade product line within the line editor these tags could also be situationally tweaked by sales reps during quoting discretionary discounts can always be stacked on top of these pre configured tags this custom price tag enables admins to bake in special upgrade pricing during product relationship configuration, making it faster & error free for sales reps to perform upgrade changes to subscriptions when configuring a discount tag on upgrade ensure that a code is configured on the discount tag upgrade, downgrade, and swap actions are fully compatible with dynamic product options and multi attribute pricing users can seamlessly transition between products within the same dynamic option set during the creation of a change order, nue will automatically select the appropriate price book entries that meet the defined pricing attribute matching rules , ensuring accurate and context aware pricing salesforce developers can leverage apex global methods and services to create change quotes or orders for upgrade, downgrade, and swap actions—whether for a single quote or order, or as part of batch operations this capability can also be integrated into salesforce flows, enabling custom user workflows tailored to specific business processes let’s explore how this works through a series of detailed example scenarios example scenarios \#1 upgrading to pro edition on completion of free trial scenario vroom technologies sells video conferencing services one of their loved add ons is the private & group chat product revops administrators at vroom want to run promotions on the private & group chat pro product offering a tiered discount on upgrade post free trial completion configure products & product relationships we have two products configured as below private & group chat list price → $19 90 uom → user/month, user/year private & group chat pro list price → $29 90 uom → user/month create an upgrade product relationship by following the steps below create new product relationship choose upgrade, downgrade & swap type on the modal click switch to upgrade configure the base & target products for upgrade since in our case we have only one uom, the uom configuration doesn’t matter select the start date, configure discount tag & activate as below convert free trial & upgrade follow along create and activate an order with the vroom private & group chat product with quantity 1 for a free trial term on lifecycle manager click on convert free trial action and select the paid subscription start date also click upgrade & choose the vroom private & group chat pro product along with the upgrade date you can check out and create a quote and order a paid subscription is started on the free trial convert date (here 6/22/25) & upgraded to the pro product for another year \#2 mid term change to annual subscription scenario sales reps want to move existing customers from monthly to annual plans to reduce the possibility of churn they are able to upsell their customers to do mid term swaps to different uoms of the same product create a swap product relationship as follows include the vroom private & group chat product on the swap modal select any uom this means all uoms of the above product can be swapped with each other \#3 upgrade, downgrade & swap with dynamic product options scenario vroom technologies sells an ai transcripting product vroom ai transcript model pgt which runs on the model pgt model pgt has new versions release every quarter & sometimes variations release every month vroom sales reps need a quick way to swap to different products versions & variations of the model for their vroom enterprise ai bundle customers follow the steps below to understand how to configure an appropriate relationship & perform changes on the lifecycle manager note to swap add on product options in a bundle make sure they are part of the same dynamic product option in the bundle they could be two non dynamic or regular product options as well \#4 upgrade, downgrade & swap with multi attribute pricing multi attribute pricing docid\ eeytplul97xuh5qnu0z6 is a capability which allows configuration of pricing variations determined by pricing attributes such as uom, currency, account type, partner type in our case, let’s take an example of vroom’s ai transcription products vroom ai transcript model pgt & vroom ai transcript model demini with multiple uoms (units of measure) & varied pricing for different channels the two channels here are channel partner/reseller customer channel configure multiple price book entries across the above channels for each of the uoms these are the different entries available based on the account type chosen on your salesforce account the price book entries would be made available scenario vroom technologies offers flexibility to their revops team to configure competitive prices for each of their sales channels sales reps across these channels can help customers to switch their subscription types monthly, quarterly, annual or the model used for transcription configuring an upgrade relationship see the below steps to configure an upgrade relationship between vroom’s two different ai transcription products simple upgrade while keeping unit of measure same the steps below highlight how a sales rep can upgrade from one ai transcription product to another (using a different model) while keeping the uom constant here we are doing an upgrade from vroom ai transcription model demini with a uom of user/quarter to vroom ai transcription model pgt with same uom we start off with an existing subscription in nue & proceed from there upgrading to a different unit of measure the steps below highlight how a sales rep can upgrade from one ai transcription product to another product (using a different model) & also upgrade from a monthly to an annual subscription at the same time here we are doing an upgrade from vroom ai transcription model demini with a uom of user/month to vroom ai transcription model pgt with a uom of user/year we start off with an existing subscription in nue & proceed from there \#5 upgrade, downgrade and swap in bulk scenario sales reps may often have to perform multiple upgrade, downgrade & swap type changes for different subscriptions of the same account that's when they can utilize the bulk change upgrade, downgrade & swap capabiltity to add all these changes to cart together in one go and checkout into a single quote or order the details of the changes on the line editor make sure all the changes can be tracked smoothly it's essentially a batch action which can be performed by switching to list view on the lifecycle manager follow along to see an example of a bulk upgrade, downgrade & swap done together how nue billing works for upgrade, downgrade, and swap changes when a subscription is upgraded, downgraded, or swapped, nue's billing system processes both the original and the updated products separately this means that for each product involved—whether it is being replaced, upgraded, or downgraded—distinct invoice items are created the original product (prior to the change) will have its own invoice item the new product (after the change) will also generate a separate invoice item these invoice items are shown together on the same invoice if the billing period includes the date when you made the change this approach ensures complete transparency for customers they can see the billing details for each product on their invoice, and the invoice items accurately reflect the subscription changes the product name on the invoice item will always match the billed product for that period, ensuring accurate records for each billing cycle for instance, when generating an invoice for a subscription that has been switched from ' vroom ai transcript model pgt v1 ' to ' vroom ai transcript model pgt v2 ', the customer will receive an invoice with distinct line items these line items will clearly show the different prices before and after the service changes