Outcome. A deal marked as a downgrade request routes straight to a retention specialist instead of sitting with the original account owner, who may not have the pricing flexibility or the specific save-play training to handle it.
Workflow map
Enrollment, branches and actions at a glance
renewal-expansion-046
flowchart TD
A[Deal Type = Downgrade, Retention Owner unknown] --> B[Rotate to Retention team member]
B --> C[Set Deal owner = Retention Owner]
C --> D[Create outreach task for Retention Owner]
D --> E[Notify Retention Owner]
E --> F[Notify original deal owner]
When to use it, when not to
- UseUse it when downgrade requests are tracked as their own deal type or a dedicated property, and a separate retention team or specialist exists to handle them.
- UseUse it as a routing workflow, not a decision-maker; it moves the request to the right person, it does not approve or deny the downgrade itself.
- SkipDo not use it if the same account owner always handles both renewals and downgrades; routing to a "retention team" that does not exist as a distinct group adds a step with no benefit.
- SkipDo not use it to auto-approve a downgrade under any circumstance; a downgrade changes the commercial terms of the account and should always pass through a person.
The preview ends here. Six sections are in the library.
counted, not blurred
PrerequisitesEvery property with its label, internal name, type and options, plus the assets the workflow needs before you start.4 items
EnrollmentThe trigger, the criteria exactly as they are ticked in the UI, the re-enrollment rule and the suppression list.4 parts
StepsEach action in order with its parameters, its branches and its delays, written as you tick them.5 numbered actions
Known pitfallsTraps seen in production, each with what breaks and what to do instead.5 pitfalls
Test plan, variants and build specHow to prove it works in a test portal, where to look when it does not, the variants for other objects or tiers, and the YAML build spec.3 variants, 3 sections
FilesThe properties JSON creates the fields in one API call, the workflow JSON documents the build.PDF, Markdown, JSON
Install1 click. The installer creates the properties this spec declares and the workflow itself, switched off, then opens a task for the prerequisites that are assets rather than properties, such as a team, a static list or a marketing email. What it created is listed on the install page.1 click, switched off
Unlock the full library,
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or the renewal and expansion pack, 39 EUR
One-time, excl. VAT. 30-day refund, no questions asked. Founding prices until 31 October, then 199 and 59 EUR. Includes every spec added later, up to the full 500, and the one-click installer on the full library. Building on client portals? The agency licence at 449 EUR covers unlimited client portals.
