Create a sold product

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • Create a sold product to track the products or services that are sold to an account or consumer.

    Before you begin

    Verify that the Customer Service Install Base Management (com.snc.install_base), Customer Service with Service Portfolio Management (SPM) (com.snc.csm_spm), and the Product Catalog Management Core (com.sn_prd_pm) plugins are installed.

    Role required: sn_customerservice_manager or admin

    Procedure

    1. Navigate to All > Customer Service > Products > Sold Products.
    2. Select New.
    3. On the Sold Product form, fill in the fields.
      To learn more about the descriptions, see Sold product form.
    4. Right-click the form header and select Save.
      The Child Sold Products, Install Base Items, Cases, Entitlements, Contracts, Additional Contacts, and Additional Consumers related lists are displayed.
    5. Fill in the related lists as required.
      Table 1. Sold product related lists
      Related list Description
      Child Sold Products Create a child sold product by selecting New.
      Install Base Items Edit an install base item by selecting Edit.
      Cases Add a case to the sold product by selecting New. The system displays any open cases that are related to the sold product automatically.
      Entitlements Add an entitlement for the sold product by selecting Select.
      Note:
      Customer service managers create entitlements. Customer service agents can view entitlements.
      Contracts Associate a contract with the sold product by selecting Edit.
      Note:

      You can also associate a contract with a sold product from the Service Contracts form.

      Customer service managers associate the contracts to the sold products. Customer service agents can view the contract information.
      Additional Contacts Add additional contacts to the sold product by selecting New.

      You can associate a contact with a sold product by defining its name and responsibility. The additional contacts added can be from the same account, partner account, or contact relationship.

      You can see the Additional Contacts related list for the sold products that are associated with the B2B account.

      Note:
      Starting with the Utah release, the sn_install_base_rel_soldproduct_to_contact table has been deprecated for new customers.

      For upgrade customers, the table continues to be supported and extends the sold product related parties table [sn_install_base_sold_product_related_party].
      Additional Consumers Add additional consumers to the sold product by selecting New.

      You can associate a consumer with a sold product by defining its name and responsibility.

      You can see the Additional Consumers related list for the sold products that are associated with the B2C account.

      Note:
      Starting with the Utah release, the sn_install_base_rel_soldproduct_to_contact table has been deprecated for new customers.

      For upgrade customers, the table continues to be supported and extends the Sold Product Related Parties table [sn_install_base_sold_product_related_party].
      Sold Product Related Parties Add contacts, accounts, and consumers as related parties by selecting New.
      Note:
      For business-to-business and business-to-consumer, you can see both the additional contacts and additional consumers in the sold product related lists and you can also add new records.
    6. Select Update.
      The sold product is added to the account or consumer that you selected. Select an account or consumer to see a list of all sold products that are related to the account or consumer. You can also view a list of sold products according to the product model.
      Note:
      You can also create sold products directly from an account or a consumer.
      1. Navigate to Customer Service > Customer > Accounts or Customer Service > Customer > Consumer.
      2. Select an account or a consumer.
      3. Select the Sold Products related list.
      4. Select New.