--- sourceDocument: Brazil Customer Relationship Management sourceDocumentLink: https://www.servicenow.com/docs/r/customer-relationship-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Customer Relationship Management ft:clusterId : - crm bundleId : - crm workflow : - CRMI --- # Product data # Product data {#ariaid-title1} Release version: Brazil Updated September 10, 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 Product data Product data within the ServiceNow CRM portfolio provides a unified view for agents, customers, and sales teams regarding what products have been sold, how they are deployed, and the applicable service coverage. This shared data foundation integrates Sales CRM, Field Service Management (FSM), Customer Service Management (CSM), and industry solutions, ensuring consistent and real-time visibility without duplication or manual synchronization. It connects sold products to cases, work orders, and service requests, enabling efficient customer lifecycle management. Show full answer Show less ## Product data entities * **Product model:** Represents the catalog of goods or services offered by an organization, such as hardware, software, or consumables. They link to service offerings and are referenced by sold products. * **Sold product:** Records specific products or services sold to customers. Supports hierarchies and associations to contracts and entitlements. Cases can be linked directly to sold products. * **Install base item:** Tracks instances of products installed or provisioned for customers, including SaaS configurations. This data is crucial for agents and technicians resolving issues. * **Installed product:** Represents the deployment relationship between sold products and install base items, allowing multiple deployment records per sold product across locations. ## Product data and service delivery When agents open cases, they can pinpoint the affected sold product or install base item, linking service requests directly to the relevant product context. Install base items created during Sales CRM fulfillment are instantly visible in CSM, and FSM field technicians receive complete product context on their work orders, enhancing on-site service efficiency. ## Assets and service coverage Assets, service contracts, and entitlements extend product data to define and manage service coverage. Assets represent supported product instances; service contracts specify the type of support customers receive, while entitlements define support levels, channels, and SLA terms. This gives agents immediate insight into customer coverage when handling cases. ## Product data across CRM and industries Product data acts as a foundational layer across the CRM portfolio, enabling purchased products to be visible and actionable across all CRM products and industry-specific solutions. * **CSM:** Uses sold products and install base items to identify impacted items in cases. Entitlements influence SLA application automatically. * **Sales CRM:** Generates sold products and install base items through order fulfillment, making them available in CSM instantly. * **FSM:** Provides field technicians with product context on work orders, enhancing preparedness for service calls. * **Industry solutions:** Extend the product data model to meet industry-specific needs, such as telecom network services, manufacturing equipment tracking, and financial products management. Product data in the CRM portfolio gives agents, customers, and sales teams a shared view of what has been sold, how it has been deployed, and what service coverage applies. ## Product data overview {#crm-product-data__section_z3k_yng_y3c} When an agent opens a case, the product data associated with the customer's account tells them exactly what products are in scope, how they are installed, and what the customer is entitled to. Product data is part of the shared CRM data foundation and data model and is available across Sales CRM, FSM, CSM, and industry solutions without duplication or manual synchronisation. Product data is part of the shared data foundation of the CRM portfolio. It connects what an organization sells to cases, work orders, and service requests raised against those products. This connection is what allows agents, technicians, and sales teams to work from a consistent view of the customer's product landscape at every stage of the customer lifecycle. ## Product data entities {#crm-product-data__section_ubm_x1m_y3c} The following entities make up the product data model.{#crm-product-data__table_erx_y1m_y3c__entry__3} | Entity | What it represents | How it is used | |-|-|-| | Product model | A type of good or service that your organization sells and supports like hardware, software, a service, or a consumable. | Product models are the catalog of what your organization offers. They can be associated with service offerings that customers can request, and are referenced by sold products when a product is sold. | | Sold product | A specific product or service that has been sold to an account or consumer. | Records what a customer has purchased. Supports a hierarchical structure and can be associated with contracts and entitlements. Cases can be linked directly to a sold product when an issue arises. | | Install base item | An instance of a product that has been installed or provisioned for a customer. | Tracks the deployed state of a customer's products. Available to agents and technicians when resolving issues. For SaaS products, represents the application service configuration item. | | Installed product | The association between a sold product and one or more install base items. | Captures how a sold product has been deployed. A single sold product can have multiple installed product records across different locations or instances. | [Table 1. Product data entities] {#crm-product-data__table_erx_y1m_y3c} ## Product data and service delivery {#crm-product-data__section_xc4_gbm_y3c} When a case is opened, an agent can identify the specific sold product or install base item affected, connecting the service request directly to the relevant product context. Install base items created by Sales CRM fulfillment flows are immediately visible in CSM, and field technicians dispatched through FSM carry the same product context on their work orders. ## Assets and service coverage {#crm-product-data__section_exh_3bm_y3c} Assets, service contracts, and entitlements extend product data into service coverage. An asset is a specific product instance supported for an account or consumer. Service contracts define the type of support a customer receives, while entitlements specify the level of support, supported channels, and SLA terms, giving agents immediate visibility into what a customer is covered for when a case is opened. ## Product data across CRM and Industries {#crm-product-data__section_qjl_h4g_y3c} Product data is a foundational layer of the CRM portfolio. It is the mechanism through which what a customer has purchased becomes visible and actionable across every CRM product and industry solution.{#crm-product-data__table_acm_y1m_y3c__entry__2} | Product | How data is used | |-|-| | CSM | Agents use sold products and install base items to identify what is affected when a case is opened. Entitlements derived from the product and contract data determine the SLA applied to the case automatically. | | Sales CRM | Order fulfillment creates sold products and install base items that are immediately available in CSM. | | FSM | Field technicians dispatched through FSM carry the same product context - sold products, install base items, and assets on their work orders, giving them full visibility into what is deployed at a customer site before they arrive. | | Industry solutions | Industry solutions such as Telecommunications, Manufacturing Commercial Operations, and Financial Services Operations extend the core product data model with industry-specific structures. Telecom organizations use install base items to represent network services and configurations. Manufacturers use them to track equipment deployed at customer sites. Financial services organizations use sold products to represent financial products and accounts under service. | [Table 2. Product data across the CRM portfolio] {#crm-product-data__table_acm_y1m_y3c} **Related topics** * [Data models](https://www.servicenow.com/docs/access?context=data-models&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US) * [Product models](https://www.servicenow.com/docs/access?context=product-models&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US) * [Create service contracts](https://www.servicenow.com/docs/access?context=create-csm-service-contracts&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US) * [Configure entitlements](https://www.servicenow.com/docs/access?context=configure-csm-entitlements&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US) * [Configure install base](https://www.servicenow.com/docs/access?context=configure-install-base&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US)