Need help with CSM Modeling

Sanjeev Kumar2
Tera Contributor

Friday

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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2 REPLIES 2

Dr Atul G- LNG
Tera Patron

Friday

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
Kilo Patron

Friday

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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#7 Customer Service Management(CSM) - Sold Products and Install Base Items
#7 Customer Service Management(CSM) - Sold Products and Install Base Items
youtube.com/watch?v=uKvvE1Jwl9c
Welcome to our channel! In this video, we dive deep into Customer Service Management (CSM) in ServiceNow, an essential tool for organizations looking to streamline their customer service processes and improve satisfaction. 📌 What You'll Learn: Introduction to CSM: Understand the fundamentals of ...
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