--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Install base work plans # Install base work plans {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Install base work plans Install base work plans in the Customer Service Management (CSM) application enable you to create, maintain, and view essential details related to install base items. These work plans facilitate regular and timely maintenance planning for products associated with your customers. When created for a product model, all install base items linked to that model inherit the same work plan. Assigning thesnfsmplannedwm.plannedworkreadrole to customer and consumer service agents grants them read access to planned work management tables, supporting effective maintenance oversight. Work plans can also be created within the CSM Configurable Workspace for streamlined management. Show full answer Show less ## Key Features * **Work Plans:** Define maintenance requirements such as frequency, activities, and sequence for install base items to ensure thorough upkeep. * **Planned Work Schedules:** Establish timing and recurrence of maintenance actions using triggers based on duration, meter readings, conditions, or scripts to meet milestone targets. * **Planned Work Schedule Templates:** Outline specific maintenance activities and their order, serving as blueprints for scheduled work. * **Work Orders:** Generate actionable work orders for field service agents to carry out scheduled maintenance, which can be created directly from install base or planned work schedule forms. * **Work Order Tasks:** Breakdown work orders into tasks linked via the Parent field for detailed tracking and execution. ## Practical Benefits for ServiceNow Customers Using install base work plans ensures consistent and efficient maintenance of your products, minimizing downtime and improving service reliability. The inheritance of work plans by install base items simplifies management across multiple products. Role-based access controls facilitate appropriate visibility and collaboration among service agents. Integration with work orders and tasks supports clear assignment and tracking of maintenance activities, enhancing field service effectiveness. You can create an install base work plan on the Customer Service Management application to get the details that are related to an install base item. Work plans help you to create, maintain, and view the basic details of an install base item. You can also plan for the regular and timely maintenance of the install base item. ## Overview {#install-base-work-plans__section_m5b_td2_cyb} A work plan provides the information that you need about the regular maintenance that you must do for an install base item. You can create a work plan for a product model. All the install base items that are associated to that product model inherit the same work plan. You assign your customer and consumer service agents with the sn_fsm_planned_wm.planned_work_read role so that they can have read access to all the planned work management tables. You can also create a work plan in the CSM Configurable Workspace. To create a work plan in the workspace, see [Create a work plan in Customer Service Management (CSM) Configurable Workspace](https://www.servicenow.com/docs/wvt3oXVfS0C5KPzPRBMm2A "Create a work plan in the Customer Service Management (CSM) Configurable Workspace so that your agents can fulfill and implement the maintenance requirements for an install base item."). ## Related lists for work plans {#install-base-work-plans__section_eyr_vd2_cyb} You can perform or view the maintenance operations, like device inspection and performance, for an install base item through the related lists section of the Install Base form. The following table lists the descriptions about the related lists for the work plans.{#install-base-work-plans__table_wtj_ykg_cyb__entry__2} | Related list | Description | |-|-| | Work plans | Manage the maintenance requirements of an install base item. They include information on how often maintenance must be performed, what the maintenance activities are for the install base, and the order in which they must be performed. To create a work plan, see [Create a work plan with Customer Service Management (CSM)](https://www.servicenow.com/docs/qtct8PotBI16eaVUdVMOwA "Create a work plan so that you can plan and delegate field service agents to fulfill the planned maintenance operations for an install base item on the Customer Service Management (CSM) (CSM) application and CSM Configurable Workspace."). | | Planned Work Schedules | Gauge the timing and regularity of implementation of a schedule for a work plan. Planned work schedules have triggers like the duration, meter, condition, and script to determine and ensure that the work plan milestones are met. To create a planned work schedule, see [Configure a work schedule](https://www.servicenow.com/docs/access?context=configure-work-plan&version=australia&pubname=australia-field-service-management&ft:locale=en-US). | | Planned Work Schedule Templates | Describe the planned maintenance activities that must be performed for an install base item and the order in which they must occur. To create a planned work schedule template, see [Associate work order template to a work schedule](https://www.servicenow.com/docs/access?context=associate-work-schedule-to-wotemplate&version=australia&pubname=australia-field-service-management&ft:locale=en-US). | | Work Orders | Create work orders for field service agents to perform scheduled maintenance activities for the install base item. To create a work order, see [Create a work order](https://www.servicenow.com/docs/rTOTTk5hLR_LN9GG5aBiqQ "Create a work order to manage your regular maintenance and service requirements for an install base item. You can do this task by using the Customer Service Management (CSM) application."). Select the related list from the install base form to create a work order for an install base item. Select the Work order related list from the planned work schedule form to create a work order for a work plan. | | Work Order Tasks | Work orders and work order tasks are related and created only if there's an existing work order for the install base item. Fill in the Parent field on the work order task form with the name of the work order. To create a work order task, see [Create a work order task](https://www.servicenow.com/docs/access?context=t_CreateAWorkOrderTask&version=australia&pubname=australia-field-service-management&ft:locale=en-US). | [Table 1. Work plans related list] {#install-base-work-plans__table_wtj_ykg_cyb}