Need help with CSM Modeling

Sanjeev Kumar2
Tera Contributor

‎04-17-2026 08:26 AM

We have sold a package to a customer and would like to align on the correct way to model this in ServiceNow CSM using Sold Product and Installed Base.

Business Structure

  • A Package is sold to the customer
  • The package contains one Sub‑Package
  • The Sub‑Package includes:
    • One SaaS software
    • One Data Download software
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Dr Atul G- LNG
Tera Patron

‎04-17-2026 11:19 AM

https://www.servicenow.com/docs/r/customer-service-management/customer-service-data-models.html?cont...

 

https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-industry-data-model.html

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Tanushree Maiti
Giga Patron

‎04-17-2026 09:58 PM

Hi @Sanjeev Kumar2 

 

Refer these links. Hope it will help you.

Aligning Sold Products and Install Base Items with CMDB

SN Doc: Add a sold product or install base item to a service contract 

From Sale to Support: Building a Connected Customer Data Model

 

https://www.youtube.com/watch?v=uKvvE1Jwl9c

Please mark this response as Helpful & Accept it as solution if it assisted you with your question.
Regards
Tanushree Maiti
ServiceNow Technical Architect
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