--- sourceDocument: Brazil Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Install base characteristics # Install base characteristics {#ariaid-title1} Release version: Brazil Updated September 10, 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 characteristics Install base characteristics allow customer service managers to define and track specific attributes of install base items using the Customer Service Management (CSM) application. These characteristics provide critical information about service requirements and help ensure timely maintenance, supporting workflows like case management, field service, planned maintenance, and reactive service. Some characteristics are configurable per product, while others are fixed and derived directly from the associated product model. Show full answer Show less ## Roles and Permissions * **sncustomerservicemanager:** Authorized to create configurable characteristics for install base items within the CSM application and view related service details. * **Administrator:** Can activate the Install base characteristics plugin (\[com.snc.installbasecharacteristics\]) to enable capturing and viewing of all install base characteristics on the Install base form. Administrators also manage tracking of both configurable and non-configurable characteristics, providing comprehensive product and service information to stakeholders. The platform supports detailed role-based access control to manage permissions at various levels, ensuring appropriate data security and operational control. ## Data Model and Access Install base characteristics are stored in the **Install Base Characteristics** table \[sninstallbaseitemcharacteristic\]. Both install base and product model characteristics are visible in their respective related lists on the install base form. Users can search for characteristics using text search across the Customer Service platform and portals. ## Portal Visibility End users can view install base characteristics through the Customer Service Portal, Consumer Service Portal, and Business Location Service Portal (BLSP) under the Support section. The portal shows characteristics associated only with the parent install base item, excluding those linked to child items. ## Practical Benefits for ServiceNow Customers * Enables detailed tracking and management of product-specific characteristics to support service delivery and maintenance scheduling. * Improves visibility of install base data for administrators, agents, business stakeholders, and customers alike. * Facilitates proactive and reactive service workflows by leveraging accurate product and service information. * Supports enhanced customer service experiences by providing relevant install base details on customer-facing portals. Customer service managers can create characteristics of install base items. Administrators can capture and track these characteristics by using the Customer Service Management application. These characteristics provide information about service requirements and verify timely maintenance services. ## Overview of install base characteristics {#attributes-and-configuration-of-install-base-management__section_gs4_skd_cyb} Install base characteristics enable flows like case management, field service management, planned maintenance, and reactive service requirements to occur on a schedule. Some install base characteristics are configurable and vary from product to product. The product model characteristics are non-configurable and are directly taken from the product model that is associated with the install base item. Only users with the sn_customerservice_manager role can create the characteristics for the install base items. Users with the administrator role can activate the Install base characteristics plugin \[com.snc.install_base_characteristics\] to capture and view all the install base characteristics on the Install base form. To activate the plugin, see [Activate a plugin](https://www.servicenow.com/docs/access?context=t_ActivateAPlugin&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US). The Install base characteristics data model represents how the characteristics of an install base item are stored. To learn about the different fields and tables that they're stored in, see [Data model for the Install base item characteristics](https://www.servicenow.com/docs/rwi9HcRXC7cj_2WXeVDwOQ "The data model for the install base item characteristics represents how the characteristics of an install base item are stored in the Customer Service Management application. The data model refers to the characteristic values and options and provides a view of how to store a set of characteristics associated to an install base item."). ## Roles {#attributes-and-configuration-of-install-base-management__section_brh_jld_cyb} With the admin role, you can track the characteristics to provide the required product information to administrators, agents, business stakeholders, and customers. You can also track the services that are associated with an install base item at the time of purchase. With this role, you can capture the configurable and non-configurable characteristics to view the configuration specifications for an install base item. With the sn_customerservice_manager role, you can create a set of configurable characteristics for an install base item on the Customer Service Management (CSM) application. It enables you to view the install base item details and its associated services. After you create an install base characteristic, the characteristic appears in the related list on the install base item form. For more information, see [Create install base characteristics for an install base item](https://www.servicenow.com/docs/UYBYc61qxS4x_jC_d19bkA "Create a set of configurable characteristics for an install base item on the Customer Service Management (CSM) application. You can then view the details about the install base item and the services that are associated to it."). There are different functional and granular roles to provide varying levels of permissions to users. For information on the different access levels, see [Security roles for the install base characteristics](https://www.servicenow.com/docs/pEsbDRJ~rLHmesk3U6QPDQ "You can assign functional and granular roles to Customer Service Management (CSM) users and administrators so that they can access the different capabilities and features of the install base characteristics."). ## Install Base characteristics {#attributes-and-configuration-of-install-base-management__section_ifp_nmd_cyb} The install base characteristics are stored in the Install Base Characteristics table \[sn_install_base_item_characteristic\]. However, both the install base and product model characteristics are displayed in the Install base characteristics and product model related lists on the install base form. You can use the text search option on the Customer Service platform and portals to search for the characteristics on the Install Base characteristics table. You can view the install base characteristics on the Customer Service, Consumer Service, and Business Location Service Portal (BLSP). Under the Support header on the portals home page, you can view the information about the install base characteristics that are associated with the parent install base item. The characteristics that are associated with the child items aren't visible on the portals. For more information about the install base items from the Customer Service Portal, see [View install base information from the Customer Service Portal](https://www.servicenow.com/docs/s30xHhEtCdjSGiM6~OUnLw "View a list of install base to track the instances provisioned for your account and which products or services run on them.").