---
sourceDocument: Zurich Sales Customer Relationship Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/order-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Product Catalog Management

# Product Catalog Management {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read

Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Product Catalog Management

Product Catalog Management helps your organization efficiently manage product offerings by organizing them into catalogs and categories.
This structure simplifies the ordering process and supports managing leads, opportunities, quotes, and orders within Sales Customer Relationship Management (CRM).
It provides a streamlined user interface for agents and customers to find and select products quickly, enhancing sales workflows and customer service.
Show full answer Show less  

## Key Features

* **Product Catalog User Interface:** Accessible within lead, opportunity, quote, and order workflows, featuring full catalog search functionality including AI Search with logical operators and type-ahead suggestions for quick product discovery.
* **Catalog Category Hierarchy:** Organizes products and services into hierarchical catalogs and categories, making navigation intuitive and logical.
* **Version Control:** Tracks changes to product information over time for transparency and auditing purposes.
* **Product Offer Eligibility:** Uses business rules and eligibility matrices to dynamically filter catalogs, categories, and offerings so agents sell only the products customers are eligible for, based on criteria like customer account, location, or contracts.
* **Product Offer Bundling:** Enables creation of bundled product offers with hierarchical relationships, linked to product specifications for complex offerings.
* **Product Recommendations:** Provides agents with automated product suggestions during lead generation, opportunity management, and quote updates, supporting upselling and cross-selling through needs analysis and recommendation guides.

## Practical Benefits for ServiceNow Customers

* Improves sales efficiency by enabling quick and accurate product selection throughout CRM processes.
* Ensures compliance and relevance of product offerings with eligibility filtering tailored to customer contexts.
* Supports audit and governance with version control of product data.
* Enhances customer experience through AI-powered search and personalized product recommendations.
* Facilitates complex product offerings via bundling and configurable options, accommodating diverse business needs.

## Additional Considerations

Access to these features depends on your entitlements. Starting with the Yokohama release, the Business Portal integrates with Order Management to allow order creation using the product catalog and configurator, supporting self-service ordering. For setup details, consult configuration guides on product eligibility, offering catalogs, AI Search, needs analysis, and product recommendations.  
Product Catalog Management enables your organization to manage your product offerings by grouping them into catalogs and categories, which streamlines the ordering process and helps manage leads, opportunities, quotes,
and orders in Sales Customer Relationship Management.  
Product Catalog Management provides various features to implement product catalogs and categories in your organization.

* Product catalog user interface: Launch from anywhere in lead, opportunity, quote, and order capture workflows, enabling agents to browse and find products quickly with a full catalog search function.
* Catalog category hierarchy: Use hierarchical structures of catalogs and categories to organize products and services logically.
* Version control: Track changes made to product information over time, helping with transparency and auditability.
* Product offer eligibility: Filter your product catalogs, product offering categories, and product offerings so that agents sell customers only the products for which they're eligible. To learn more about setting up product eligibility, see [Configuring product offer eligibility](https://www.servicenow.com/docs/lDvdwMqtV7Ts2LEKwuLe5Q "You can filter the product catalog, offering categories, and product offerings dynamically, to display only the appropriate catalog, categories, and offerings for which a customer is eligible. Your agents see this filtered product information when they're creating opportunities, quotes, and orders.").

{#product-catalog-managment__ul_jyl_1pp_pbc}  
Note:  
Check your entitlements to determine if you have access to these features. Also, starting with the Yokohama release, customers can use the Business Portal with Order Management to create orders using the product catalog and product configurator. For more information on this self-service portal, see [Using the Business Portal.](https://www.servicenow.com/docs/rRZqkkgCey53X6QH1cgwLw "Business-to-business (B2B) customers can use the Business Portal to browse product catalogs, create product orders, create and view order cases, manage invoice and invoice cases, and request for quotes.")

To learn more about setting up product offering catalogs, see [Configuring product offerings and catalogs](https://www.servicenow.com/docs/VE60F8PvcNne3gXFEJnF7A "Create product offerings and the associated product catalogs that can be used by Sales Customer Relationship Management agents for pre-sales activities, order capture, and post-sales engagement.").

## Product catalog UI {#product-catalog-managment__section_vdv_34t_p1c}

The product offering catalog enables users to review product offers that are organized by catalog category hierarchy, which streamlines catalog navigation. Users can browse and search offerings by using keywords, descriptions, and
industry codes.
Figure 1. Product catalog user interface

Starting with Product Catalog Management v. 17.0.0, agents and customers can use AI Search queries in the product catalog interface to find relevant product offerings quickly, using more then keyword searches. AI Search supports logical operators and wild-card characters in queries and provides type-ahead search suggestions. For more information on setting up this feature, see [Configuring AI Search for the product catalog](https://www.servicenow.com/docs/KkD9fzwImNKLuimGDN1P~A "Configure and manage the implementation of AI Search in the product catalog for Sales Customer Relationship Management.").

## Product offering catalogs and categories {#product-catalog-managment__section_lg4_jvt_p1c}

Product offering catalogs and categories offer a way to organize product offerings so that agents can easily find products to create orders.

* Product offering catalog: Hierarchical product offering structures of categories and product offerings.
* Product offering categories: Categories are a logical grouping of product offerings.
* Product offerings: Physical goods or non-tangible services that are configurable.
* Characteristic and Characteristic options: Product options that are created based on customer preferences.
{#product-catalog-managment__ul_k5q_vc5_p1c} Figure 2. Example catalog hierarchy with categories and product offerings

## Product offer bundling {#product-catalog-managment__section_zl1_chm_zbc}

You can create product offer bundles with an offer hierarchy using product offer relationships and relationship groups. These bundle offers can have references to a product specification or specification hierarchy at any level in
the bundle. For more information, see [Product offer bundling with product specifications](https://www.servicenow.com/docs/OZo9HJxq_uoK88MbhFzeVQ "Product Catalog Management supports the bundling of product offers that have associated product specifications or specification hierarchies at any level of the bundle.").

## Product offer eligibility {#product-catalog-managment__section_usy_mth_zbc}

As a product catalog admin or manager, you can use business rules to filter the product catalog, product offering categories, and product offerings dynamically, displaying only the appropriate catalog, categories, and offerings for
which a customer is eligible. These rules enable your sales agents to sell the correct products to customers based on context, such as specific customer accounts, customer location, sales contracts, and more. You define these rules
using product eligibility matrices. To learn more about using the product eligibility matrices, see [Configuring product offer eligibility](https://www.servicenow.com/docs/lDvdwMqtV7Ts2LEKwuLe5Q "You can filter the product catalog, offering categories, and product offerings dynamically, to display only the appropriate catalog, categories, and offerings for which a customer is eligible. Your agents see this filtered product information when they're creating opportunities, quotes, and orders.").

## Product recommendations {#product-catalog-managment__section_tqw_52h_rdc}

In Sales Customer Relationship Management, different types of product recommendations are available to your sales agents. Your agents can get product recommendations as they're generating or updating leads and opportunities, or updating quotes.

* Product recommendations using needs analysis - When your sales agents are generating leads and opportunities, they can use product selection guides to help determine relevant products for their customers. For information on setting up needs analysis, including the product selection guides, see [Configuring needs analysis](https://www.servicenow.com/docs/6QXv02Kj6ZXb3qMkQZhT6w "As a product catalog administrator, you can create needs templates, which are questionnaires that agents use to find product offers to add to a lead or opportunity. Questionnaires function as product selection guides. When agents complete a questionnaire based on customer input, they get product recommendations that they can add to a lead or opportunity."). For details on how your agents can get product recommendations for leads and opportunities, see [Get product recommendations for leads using needs analysis](https://www.servicenow.com/docs/AeTHx46hT~PNDyFaafcjQg "Choose a needs template from the product selection guide in the product catalog to get product recommendations for sales leads.") and [Get product recommendations for opportunities using needs analysis](https://www.servicenow.com/docs/uJBswPpi9P78a11UMss6oA "Choose a needs template from the product selection guide in the product catalog to get product recommendations for sales opportunities.").
* Product offering recommendations for quotes - When your sales agents are updating quotes, they can get product recommendations for upselling or cross-selling additional products for existing quote line items. For information on setting up these recommendations, see [Configuring product offering recommendations](https://www.servicenow.com/docs/RmlF9QvlBGWWUBXKnIU9_A "As a product catalog admin or manager, you can create product offering recommendations that agents can use to upsell or cross-sell additional products in quotes."). For details on how product offering recommendations work in quotes, see [Using product offering recommendations in quotes](https://www.servicenow.com/docs/ZqftTc462H_~YWSjpy~RxA "As a sales agent, you can use recommended product offerings to upsell or cross-sell additional products in your quotes.").
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