Configure form views for Service Portfolio Management integration

Configure the form layout and related lists for the Sold Product, Case, Account, and Service Offering forms to provide users with the correct visibility into which service offerings are associated with which sold products.

Before you begin

Role required: admin

Instead of doing the configuration through this procedure, consider using guided setup. For more information, see Integrate with Service Portfolio Management using Guided Setup.

Procedure

1. Navigate to Customer Service.
2. Add the following fields to forms and related lists, as required.

   Table 1. Configure form views

   Form	Procedure
   Service Offering	Add the Add the Sold Products related list to provide service owners visibility into which customers have subscribed to which service offerings.
   Product Model forms	Add the Offerings (Offering > Model ID) related list on the Product Model/Service Model forms to enable customer service managers to associate service offerings to product models. To enable the Edit button on the Offerings related list: Configure the list control and deselect the Omit Edit check box. Add the sn_customerservice_manager role. If you do not see the Edit button enabled, see Assign roles for Service Portfolio Management integration for more details. Note: To configure catalog items for product models, add the Catalog Items related list. For more information, see Configure product model and catalog item relationships.
   Sold Products on the Account form	Add the Service Offering column to the Sold Products related list to enable customer service agents or managers to view service offerings associated with the sold product for an account or consumer.
   Case	Add the Service Offering field for the Sold Product to the Case form. This enables customer service agents dealing with customer issues to see the service offering associated with sold product for a case.
   Sold Product	Add the Service Offering field to the Sold Product form to enable customer service managers to associate a service offering to a sold product for an account or consumer.