---
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


---

# Customer Service Management and CSDM tables

# Customer Service Management and CSDM tables {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
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## Summary of Customer Service Management and CSDM tables

Customer Service Management (CSM) integrates with the Common Service Data Model (CSDM) tables to manage customer products, services, accounts, and contacts.
This integration helps ServiceNow customers track sold products, installed base items, and service offerings to deliver effective customer service in both B2B and B2C contexts.
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## Key CSDM Tables Used by CSM

* **Sold Product \[sninstallbasesoldproduct\]**: Represents products purchased by accounts or consumers, linking to Product Model or Service Model tables.
* **Install Base Item \[sninstallbaseitem\]**: Represents products installed or in use by customers, generally referencing Application Services for SaaS products. Multiple sold products can relate to a single install base item.
* **Service Offering \[serviceoffering\]**: Associated with Service Models and sold products to identify customer subscriptions.
* **Account \[customeraccount\]**: Extends the Company table to represent customer or partner accounts.
* **Contact \[customercontact\]**: Extends the User table to store customer contact details and portal login capability.
* **Consumer \[csmconsumer\]**: Represents customers in a B2C business model.

Additional referenced CSDM tables include Company, Business Unit, Department, Location, Groups, Users, Contract, Configuration Items, Business Services, and Request Catalog.

## Products That Add Value to CSM

* **IT Service Management (ITSM)**: Provides business and technology context for services.
* **Event Management**: Offers centralized monitoring for service health, alert aggregation, and root cause analysis for services.
* **Service Portfolio Management**: Enables structured documentation and management of services.

## Products That Benefit from CSM

* **IT Service Management (ITSM)**: Links customer cases to incidents, problems, changes, and requests with detailed customer context.
* **IT Operations Management (ITOM)**: Identifies installed base items and affected customers to support proactive service.
* **Service Portfolio Management**: Allows visibility into service ownership for subscribed customers.

## Practical Benefits for ServiceNow Customers

By leveraging CSM with CSDM tables, customers gain comprehensive visibility into customer products, subscriptions, and service usage. This enables accurate service delivery, improved customer interactions, and enhanced collaboration across ITSM, ITOM, and portfolio management teams. Linking customer data with service and product models supports efficient issue resolution and proactive customer care.  
Customer Service Management manages and uses CSDM tables. Several ServiceNow products benefit from and add value to Customer Service Management.
CSM references the following CSDM tables:

1. Sold Product table \[sn_install_base_sold_product in CSM

   Represents the product purchased by an Account or Consumer, and references the Product Model table \[cmdb_model\] or Service Model table \[cmdb_service_product_model\] for a Customer (Account or Consumer).
2. Install Base Item table \[sn_install_base_item\] in CSM

   Represents the products installed or in use by an account or consumer. Install Base Items are CIs consumed by the customer and generally reference the Application Services table \[cmdb_ci_service_discovered\] for SaaS
   products.

   Multiple sold products can be used on a given Install Base Item by using the Installed Products table \[sn_install_base_m2m_installed_product\].
3. A Service Model references the Service Offerings table \[service_offering\]. Multiple Service Offerings can be associated with a single Service Model.
4. After the product is sold to a customer, the Sold Product table references the Service Offering table \[service_offering\]. This reference helps to identify the customers subscribed to an offering.
5. Customers can request services related to the products they have purchased by linking the Catalog Items table \[sc_cat_item\] to the Product Model or Service Model by using the Product-to-Catalog Items Relationships table \[sn_prod_cat_rel_m2m_product_catalog_item\].
6. Account table \[customer_account\] in CSM

   Extends the Company table. The Account table can be a customer account, a partner account, or both.
7. Contact table \[customer_contact\] in CSM

   Extends the User table. A user is an employee of an account. A contact record stores information about a contact, such as the name, phone number, and email address. A contact can also have a user ID and can log in to
   the customer portal.
8. Consumer table \[csm_consumer\] in CSM

   A consumer is a customer in the business-to-consumer (B2C) business model.
{#csm-use-case-tables__ol_f5g_lbb_tmb}

## CSDM tables used by CSM {#csm-use-case-tables__section_rl5_5gb_tmb}

1. Company \[core_company\], Business Unit \[business_unit\], Department \[cmn_department\], Location \[cmn_location\], Groups \[sys_user_group\], Users \[sys_user\]
2. Product Model tables \[cmdb_model\], and \[cmdb_service_product_model\]
3. Contract table \[ast_contract\]
4. Mapped service instance table (formerly application service) \[cmdb_ci_service_discovered\]
5. Configuration Item table \[cmdb_ci_\*\]
6. Business Service table \[cmdb_ci_service_business\]
7. Business Service Offering table \[service_offering\]
8. Request Catalog table \[sc_cat_item\]
{#csm-use-case-tables__ol_yvd_dg2_tmb}

## Products that add value to CSM

When you use CSM with other ServiceNow products, you increase the value you get from CSM. These other ServiceNow products include:

IT Service Management (ITSM)

:   Services have the context of the business, applications, information, and technologies layered beneath them.

Event Management

:   Enables organizations to identify service health-related issues on a single management console. Event Management provides alert aggregation and root cause analysis (RCA) for discovered services, application services, and automated alert groups.

Service Portfolio Management (Service Portfolio Management)

:   Enables organizations to document and manage services using a standardized, structured format.

## Products that benefit from CSM {#csm-use-case-tables__section_qb2_bw2_tmb}

IT Service Management (ITSM)

:   Enables organizations to link incidents, problems, changes, and requests to cases, and have the context of the customer (consumer or account) reporting the issue.

IT Operations Management (ITOM)

:   Enables organizations to identify the Install Base Items and the customers affected by service issues. Helps organizations to provide proactive customer service.

Service Portfolio Management (Service Portfolio Management)

:   Enables customers that have subscribed to the Service Offering to see who owns the service.