--- sourceDocument: Australia Sales Customer Relationship Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/order-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Sales Customer Relationship Management ft:clusterId : - omgmt bundleId : - omgmt workflow : - Customer and Industry --- # Product catalogs # Using product catalogs {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](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 Using product catalogs The product catalog in ServiceNow provides a visual interface to browse and add product offerings to Sales Customer Relationship Management (CSM) transactions such as opportunities, quotes, or orders. It supports both simple products and configurable products that can be customized. Agents access the catalog via the Catalog tab in the CSM Configurable Workspace, while customers use the Business Portal for self-service transactions. Show full answer Show less Starting a lead shows only simple products that require no customization. Since Product Catalog Management Core v17.0.0, the catalog supports AI-powered semantic search queries in addition to traditional keyword searches, improving product findability. ## Product Catalog Interface Features * **Catalog navigation tree:** Organizes product offerings into catalogs and categories, allowing filtering of products by category. * **Search bar:** Enables simple searches by product name, code, or description to quickly locate product offerings. * **Product tiles:** Display product details with options to add simple products directly or customize configurable products via a product configurator. Derived products are clearly indicated. ## AI Search Enhancements The AI Search feature enhances the catalog search experience by interpreting semantic queries to find relevant products based on context, user input, and catalog selection. Key AI Search features include: * **Search query language support:** Allows Boolean operators, wildcards, multi-term, and quoted phrases to refine search results. * **Auto-complete suggestions:** Provides helpful completions based on recent queries and relevant matches as you type. * **Auto-correction of misspellings:** Automatically corrects incomplete or misspelled words, showing corrections before results. * **Sorting and filtering:** Organizes search results by relevancy or product description in ascending or descending order. These capabilities help agents and customers efficiently find relevant products and service specifications, improving the lead-to-cash process. ## Practical Application for ServiceNow Customers ServiceNow customers can leverage the product catalog to streamline sales transactions by quickly finding and adding appropriate products. The integration of AI Search reduces time spent searching and increases accuracy in product selection, supporting both agent-assisted sales and customer self-service scenarios. Ensure that your entitlement includes AI Search features to fully utilize semantic search capabilities within your product catalogs. The product catalog provides a visual display of the available product offerings that can be added to a Sales Customer Relationship Management transaction, such as an opportunity, quote, or order. Use the catalog interface to add simple products and complex products that can be further customized. Agents use the Catalog tab (related list) for a transaction in the CSM Configurable Workspace to open the product catalog. Customers engaged in self-service transactions such as placing orders, use the product catalog in the Business Portal. Note: When you start a lead, the Catalog tab displays only simple products that can be added and do not require further customization. Starting with the Product Catalog Management Core v17.0.0 release, the product catalog interface supports semantic search queries powered by AI Search, in addition to keyword searches. ## Product catalog interface with simple search {#using-product-catalog__section_evw_pp1_3hc} The product catalog interface helps agents and customers find product offerings by navigating product catalogs and categories. Or, they can use the search bar to match by product name, code, or description. Figure 1. Product catalog interface with simple search The catalog view has the following features for selecting products: * Catalog navigation tree: Catalog and a list of its categories used to organize product offerings. Selecting a category filters the display and shows only the product tiles for that category. * Search bar: Option for finding product offerings using simple searches by product name, code, or description. The search feature displays the product tiles that match the product name, code, or search string (description). * Product tiles: Cards that depict each product, which has a brief description, optional image, and an option to add or customize the product offer. The Add option displays when the product is a simple (fixed) product offering. The Customize option displays for configurable product offerings that have different options and attributes that can be selected. Selecting Customize opens the product configurator for configuring the product offering. When a product offering is a derived product, the product tile displays a message indicating that the product is derived. {#using-product-catalog__ul_k3q_tp1_3hc} ## Product catalog interface with AI Search {#using-product-catalog__section_v11_v51_3hc} AI Search in the product catalog interface helps agents and customers find relevant product offerings by using semantic search queries, in addition to keyword searches. Entering a query term or phrase in the search bar, for example sedan, finds all catalog items that contain that term as a characteristic, any parent products containing child products with this characteristic, and related products that have semantic similarity. In AI Search, semantic similarity means that the context of the query, such as the user, the catalog selected, and the terms entered, are evaluated to return the most useful catalog items first. AI Search provides other features to enhance the search process: * Search query language options: Use Boolean operators, wildcards, and multi-term and quoted phrases in queries to broaden or narrow search results. * Auto-complete suggestions: When you start entering text in the search bar, AI Search displays auto-complete suggestions to help you get directly to the results you need. Suggestions may include recent search queries, recently viewed search results, or search queries or results that match the terms that you're typing into the search bar. * Auto-corrections of misspelled or incomplete words: If your queries contain misspelled words or are incomplete, AI Search automatically replaces those search query terms with correct spellings, based on the search sources (product offerings and service specifications). Typo corrections are shown before search results. * Sort by filter: Organize how search results are returned, for example, by relevancy or product description. Control the order, descending or ascending, in which the results are displayed. {#using-product-catalog__ul_myb_fwd_4hc} Figure 2. Product catalog interface with AI Search For more information on search queries and the search query language that you can use to find catalog items, see [Use AI Search in product catalogs](https://www.servicenow.com/docs/LBewktXXhJokxHmoFU~2GQ "As an agent or customer, use AI Search queries in the product catalog to find relevant product offerings or service specifications. For example, you can search by product offering characteristics or other attributes, when adding products in Sales Customer Relationship Management transactions."). Note: Check your entitlements to determine if you have access to this feature. * **[Use AI Search in product catalogs](https://www.servicenow.com/docs/LBewktXXhJokxHmoFU~2GQ)** As an agent or customer, use AI Search queries in the product catalog to find relevant product offerings or service specifications. For example, you can search by product offering characteristics or other attributes, when adding products in Sales Customer Relationship Management transactions. **Related concepts** * [Configuring the lead-to-cash foundation applications](https://www.servicenow.com/docs/DB1uO3v7wxCdp8eCRZjXUw "Learn how to configure lead-to-cash foundation applications to establish a unified platform for Sales Customer Relationship Management entities such as managing leads, opportunities, quotes, and orders efficiently.") **Related reference** * [Lead-to-cash foundation](https://www.servicenow.com/docs/~_oH3sjjQQ~GEq6G1XlsRA "Lead-to-cash foundation applications enable you to manage the end-to-end commercial life cycle from product setup to core transaction flows.")