Process Terminations Training - RevOps Support Hub

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Process Terminations

Master the process of reviewing and processing termination opportunities

Active ~30 mins

Progress: 0% Complete

�� Learning Objectives

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Review and process standard termination opportunities

✓

Handle manual termination opportunities

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Understand termination types and subtypes

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Verify quote accuracy and close terminations correctly

Overview: Termination Process

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Termination opportunities and quotes are created by our Concentrix team, and our Concentrix team should post a chatter message in the termination case.

Ivan's team must review these termination opportunities and quotes, and if all looks correct, close won the termination opportunity and activate the order.

💡 Key Concept: The process for reviewing all terminations (new term terminations, or full terminations like breach or mutual terminations) is almost the same.

Types of Terminations

🔄 New Term Termination

What it is: Used when a customer signs a new term that requires terminating the old CPQ contract

Opportunity Subtype: CPQ clean up

ACV: Must be $0

Requires new CPQ contract to be activated first
Critical for preventing product/usage cap overinflation in C360/Lighthouse

🔴 Breach Termination

What it is: Customer terminated due to contract breach

Opportunity Subtype: Breach

ACV: Must be negative value

Requires "churn" in crediting notes field before close won
Full termination - account relationship ends

🤝 Mutual Termination

What it is: Both parties agreed to terminate the contract

Opportunity Subtype: Mutual termination

ACV: Must be negative value

Requires "churn" in crediting notes field before close won
Full termination - account relationship ends

🚪 Customer Exercised Out

What it is: Customer exercised their contract opt-out clause (rare)

Opportunity Subtype: Customer exercised out

ACV: Must be negative value

These are rare terminations
Full termination - account relationship ends

⚠️ Important Note: Starting January 30, 2025, all insertion order opportunities must now coterm and extension opportunities were sunset in Salesforce. When a customer wants to purchase new products and extend out the contract end date, they must do so via an upsell new term opportunity with a subtype of early renewal.

Why Processing New Term Terminations is Critical

When we have more than one activated CPQ contract, the customer's purchased products/usage caps are overinflated in C360/Lighthouse. There is an automation when an activated CPQ contract is created and updated, these products and quantities are synced into Lighthouse.

The Rev Ops Support team must process new term terminations every week.

I understand the importance of processing terminations and the different termination types

How to Review and Process a Termination Opportunity

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Follow these steps to review and process standard termination opportunities:

Navigate to Termination Dashboards and Open Records

Either work from the Celonis new term termination dashboard or the termination report queue. Open the following in separate browser tabs:

Open the termination opportunity in a separate tab
Open the termination quote in a separate tab
Open the account in a separate tab
From the account page, command/control click on "View All" under opportunities to open all opportunities in a separate tab
Click "View All" under the CPQ contracts to open all CPQ contracts in a separate tab

💡 Pro Tip: Having all these tabs open allows you to cross-reference information quickly without losing your place.

Identify Which CPQ Contract Should Be Terminated

Look in the all CPQ contracts view and look for two activated CPQ contracts:

📸 Screenshot: Two Activated CPQ Contracts

Contracts - Account: Dataweavers Pty Ltd

Contract Number	Contract Start Date	Contract End Date	Contract Status
00019607	11/25/2022	11/24/2025	Terminated
00024998	7/26/2023	11/24/2026	Activated
00052679	11/25/2025	11/24/2027	Activated

If you see two activated CPQ contracts with contract end dates in the future:

Look in the all-opportunities view and see if there is a closed wonned upsell new term opportunity with a contract service date that matches the contract start date of the last activated CPQ contract
If yes, open the last activated CPQ contract and hover your mouse over the "Opportunity" field of this CPQ contract
If this opportunity type is the same closed wonned new term opportunity you see in the all-opportunities view, this most likely is the CPQ contract that needs to be kept
The earlier CPQ contract is most likely the CPQ contract that should be terminated

⚠️ How to Be Sure: Look in both closed wonned opportunities linked into the "Opportunity" field in these CPQ contracts. Check the salesops comments for any notes and check in the signed order forms for a termination lego that specifies which Ironclad contract (and therefore, Enterprise subscription) is terminating.

Calculate As-Is MRR

Look at the all-opportunities view and calculate the as-is MRR for the CPQ contract that is being terminated.

💡 Note: The as-is MRR is the monthly recurring revenue value from the CPQ contract before termination. You'll need this to verify the termination quote later.

Verify Termination Opportunity Owner

Now open the termination opportunity that the Concentrix team has created.

Verify that the opportunity owner is the AE who owns the account.

(If not, update this).

Verify Opportunity Name Contains Termination Type

Verify that the opportunity name contains the type of termination it is. For example:

Account Name - New Term Termination
Account Name - Full Breach Termination

⚠️ Important Note: If the type of termination opportunity is new term termination, and you do not see an activated new CPQ contract created yet from the closed wonned new term opportunity, we cannot close won the new term termination opportunity yet.

Verify Opportunity Type and Subtype

Verify that the opportunity type is "Termination" and that the opportunity subtype is:

For new term terminations: CPQ clean up
For breach terminations: Breach
For mutual terminations: Mutual termination
For exercised out terminations (these are rare): Customer exercised out

Verify Opportunity ACV

Verify opportunity ACV:

For new term terminations, opportunity ACV must be $0
For all other terminations, opportunity ACV must be a negative value

Review Termination Quote for Accuracy

View the termination quote in a separate browser tab. Is the following accurate? (All must be accurate before we continue to step 9)

✓ Termination Quote Checklist

Primary checkbox is checked (it should be checked) Contract service date is correct

For new term terminations: The termination quote start date should be in the same month and year as the new term opportunity that was closed wonned that created the new CPQ contract. The actual day does not have to match the day of the closed wonned new term opportunity.

For full terminations (breach, mutual, exercised out): The termination quote start date should be the same month/year as our RevOps-Finance team has provided.

Amended Contract number matches - Is the amended contract number in the "Amended Contract" quote field the same as the CPQ contract that needs to be terminated? MRR is correct negative value - Is the MRR in the MRR quote field the as-is value that you calculated, as a negative value? For example: If the as-is MRR is $14,000 in the CPQ contract that is being terminated, the MRR must be negative $14,000, displayed as ($14,000) in the MRR field in the quote. Contract months and subscription term match (They should be) Contract months equals the number of months between dates - Does the contract months and subscription term equal the number of months between the start date and end date in the quote? End date matches CPQ contract end date - Does the end date in the primary termination quote match the contract end date in the CPQ contract that is being terminated?

📸 Screenshot: Termination Quote Review

Quote - Q-12345 (Termination)

Primary ✓

Amended Contract

Start Date

End Date

MRR

Contract Months

Subscription Term

Final Verification Before Close Won

If all looks good in the primary termination quote, navigate back to the termination opportunity.

Verify one last time that:

Contract service date is correct
Monthly fees are correct
Contract service date is correct
Contract end date is correct

And for new term terminations: Verify that the second CPQ contract has already been created from the recently closed wonned new term opportunity.

Close Won and Activate

Before close wonning the termination opportunity:

If it is a full breach or mutual termination, enter "churn" in crediting notes field

Then close won the termination opportunity and activate the termination order.

(Activating the termination order will change the contract status from Activated to Terminated).

✓ Success: Once activated, the CPQ contract status will automatically update to "Terminated"

Close the Case

Find the case with the subject "New Term Opportunity Created" and request type: termination and request subtype of "New Term Termination".

Post a reply back to the Concentrix team member who created the termination opportunity and quote that this termination is now processed in Salesforce, and close out the case.

If it is a full termination case, post a reply back in the full termination case that the termination is now processed in Salesforce.

I can review and process standard termination opportunities following all 11 steps

How to Process a Manual Termination Opportunity

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⚠️ What is a Manual Termination? A manual termination opportunity means that the termination quote cannot be created because the contract end date of the CPQ contract that is being terminated is less than 30 days away or has already passed.

When this happens, follow these steps:

Create or Open Termination Opportunity

Create a termination opportunity (or open the termination opportunity that the Concentrix team has created).

Verify that the opportunity owner is the AE who owns the account. (If not, update this).

Calculate As-Is MRR

Look at the all-opportunities view and calculate the as-is MRR for the CPQ contract that is being terminated.

Verify Opportunity Name

Verify that the opportunity name contains the type of termination it is. For example:

Account Name - New Term Termination
Account Name - Full Breach Termination

Verify Opportunity Type and Subtype

Verify that the opportunity type is "Termination" and that the opportunity subtype is:

For new term terminations: CPQ clean up
For breach terminations: Breach
For mutual terminations: Mutual termination
For exercised out terminations (these are rare): Customer exercised out

Manually Populate Opportunity ACV

For new term terminations: opportunity ACV must be $0

For all other terminations: opportunity ACV must be a negative value (which for these manual terminations, will be the negative MRR value × contract months (when there are less than 12 contract months, or negative MRR value × 12 when more than a 12-month term).

📋 Example: Manual ACV Calculation

Scenario: Manual breach termination with as-is MRR of $8,500 and 6 contract months remaining

Calculation:

Negative MRR: -$8,500
Contract months: 6
Opportunity ACV = -$8,500 × 6 = -$51,000

Manually Populate Contract Service Date

Manually populate the contract service date.

Manually Populate Monthly Fees

Manually populate the monthly fees value (the negative MRR value).

Manually Populate Contract Months

Manually populate the contract months.

Save and Close Won

Save these manual updates and close won this manual termination opportunity.

Activate the Termination Order

Activate the termination order.

Manually Update CPQ Contract Status

Go to the CPQ contract that needs to be terminated, click the details tab, and in the "Terminated Date" field, enter today's date and save.

When the terminated date is entered, the contract status will update to "Terminated".

💡 Why This Step: For manual terminations, you must manually update the CPQ contract because there's no quote to automatically trigger the status change.

I can process manual termination opportunities when quotes cannot be created

Special Situations and FAQs

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🔍 Can we process a future dated termination in Salesforce? +

Unfortunately, no we cannot.

When we receive a case asking for a full future dated termination, please create the termination opportunity and quote but do not close won the termination until the date of the termination.

⚠️ Important: You must wait until the actual termination date before close wonning and activating the order.

🔍 What if I can't find two activated CPQ contracts? +

For new term terminations: If you don't see two activated CPQ contracts, this means the new CPQ contract hasn't been created yet from the closed wonned new term opportunity.

Action: Do NOT close won the new term termination opportunity yet. Wait until the new CPQ contract is activated.

For full terminations (breach, mutual): You should only see one activated CPQ contract, which is the one being terminated.

🔍 What if the termination quote MRR doesn't match my calculation? +

Issue: The MRR in the termination quote doesn't match the as-is MRR you calculated.

Resolution:

Double-check your calculation from the CPQ contract
Verify you're looking at the correct CPQ contract
If the MRR is still incorrect, do NOT proceed to step 9
Reach out to the Concentrix team member who created the quote via Chatter
Ask them to update the MRR to the correct negative value
Once corrected, continue with the process

🔍 What if the opportunity owner is incorrect? +

Issue: The opportunity owner on the termination opportunity is not the AE who owns the account.

Resolution:

Navigate to the account record
Identify the current account owner (the AE)
Return to the termination opportunity
Click "Change Owner" or edit the opportunity
Update the owner to match the account owner
Save the change
Continue with the termination process

🔍 Why are we processing so many new term terminations? +

Starting January 30, 2025: All insertion order opportunities must now coterm and extension opportunities were sunset in Salesforce.

What this means:

When a customer wants to purchase new products AND extend their contract end date, they must do so via an upsell new term opportunity with a subtype of early renewal
This creates a new CPQ contract
The old CPQ contract must be terminated via a new term termination
The number of off-cycle upsell new term opportunities continues to increase
This means more new term terminations to process

Impact on C360/Lighthouse: When we have more than one activated CPQ contract, the customer's purchased products/usage caps are overinflated. Processing new term terminations weekly is critical to maintain data accuracy.

I understand special situations and how to handle common issues