Configure install base

Track which products and services have been purchased by a customer, how they have been installed or provisioned, along with the detailed configuration for each installed item.

Before you begin

Role required: admin

About this task

Install base requires the Customer Service Install Base Management plugin (com.snc.install_base).

Capture the install base for a customer by creating sold products, install base items, and installed products to enable customer service agents to easily trace issues back to the right product, instances of that product, and other entities that might impact their functioning.

Before setting up your install base, create your product data by creating or importing product models. For more information, see Configure product data.

Figure 1. Using install base management

This example shows the summary of the customer's purchase on the Solana microwave.

There are three parts to setting up your install base.

Table 1. Customer service install base management plugin description

Sold Products	Create a sold product to provide customers, consumers, and customer service agents with a view into the products and services that have been sold to an account or a consumer.
Install Base Items	Create an install base item to track instances that have been provisioned for an account or consumer. An install base item can be any configuration item that has been made accessible to customers. For Software as a Service (SaaS) products, an install base item refers to an application service configuration item.
Installed Products	Create an installed product to track information on the instances that a sold product is deployed on at an account or consumer. A sold product can have multiple installed product records depending on the number of instances of the product in use.

You can create sold products, install base items, and installed products as individual records, import them in bulk, or create them from an Account or Consumer record.

Customer service agents can view install base information in Agent Workspace. Customers can view install base information on the Customer Service Portal.

Procedure

1. Navigate to All > Customer Service > Administration > Guided Setup.
2. On the Getting Started page of the guided setup, click Get Started
3. In the Foundation Data category, view the list of tasks to configure the feature.

   Table 2. Install base description

   Task	Description
   Import Sold Products	Import sold products to track the products or services sold to an account or consumer.
   Import Install Base Items	Import install base items that represent the items installed or provisioned for a customer.
   Import Installed Products	Import installed products to create an association between sold products and install base items.

4. To perform a task, click Configure.

   This button opens the page in your instance where the configuration is completed.