Advice on updating Service pipeline when company has upgrade and renewal deals

[Rochelleann]

I am currently building a workflow that creates a Service record for all new Customers when their associated deal is "Closed Won" or the lifecycle stage is "Customer" so that my CSM's have a pipeline to track all of the customer Onboardings.
My issue is - when my sales Reps create an upgrade or renewal deal for the same customer, this workflow above will trigger a double up of the customer in the CS Service pipeline so I want to find a way that the upgrade and renewal deals only get associated to the company and my service pipleine items get things like price updated when a upgrade deal becomes associated with the company.
looking for advice on the flow to create for this and if someone has a better practice then im also all ears!

[karstenkoehler · Accepted solution]

Hi @Rochelleann,

This sounds like a matter of narrowing down your enrollment criteria of your workflow.

• To only enroll deals that not new business deals, you could limit enrollment to deals with deal type "New business" (or any other property you're using in a similar fashion). Deal type is suggested out of the box by HubSpot in the deal create form. If you use this consistently, it could be used for enrollment / inclusion in your automation.
• For renewal and upgrade deals, it depends on which changes exactly you'd want to trigger the creation of a service. Since deals don't compare themselves to other deals (as in: a deal wouldn't notice whether its amount is higher than a previous deal on the same company record), this is a bit less straightforward. So for deals with deal type existing business you could create a task for the deal owner to review if services should be created manually. Alternatively, you'd have to find a way to check what exactly about the renewal or upgrade is different. If you could specify and give examples of what should trigger the creation of a service record, I can elaborate.

Best regards!