---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Associate products and services

# Setting up products and available services at a
business organization {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

By setting up the relationships between organizations and users in the Customer Service Management (CSM) application, your organization can associate the products and services with the service organization (SO)). The SO staff
can address the customer queries about the products and services at a business organization (formerly
business location) and even raise a case on the behalf of their customers.  
Important:  
Some table and field labels have been changed across recent releases. For a mapping of former labels to current labels, see [Service Model Foundation renamed Entities](https://www.servicenow.com/docs/GOd50bOlCGACQLLY5iN1tA "The renamed entities display several Service Model Foundation entities that are renamed, including the previous and current names.").
{#products-services-at-bus-loc__table_wlp_2jn_byb__entry__2}

| Task | Description |
|-|-|
| [Create a service definition](https://www.servicenow.com/docs/4urs~UIZ_DReANaCiaGBtg "Create a service definition record in the Customer Service Management (CSM) application to establish connections between products, services, and case types.") | Create a service definition record. |
| [Service Definition form](https://www.servicenow.com/docs/hZCAb2W6NTrDZQsiKHPbvw "In the Customer Service Management (CSM) application, the Service Definition form displays information about a service definition configuration. This information record stores the details about a service that is provided to customers.") | Specify how a service organization provides its services by configuring the Organizations offering Service field in the sn_case_type_selection table. |
| [Associate a product with a service definition](https://www.servicenow.com/docs/rm4~9tHwJByHnm01slTolQ "After creating a service definition, you can associate one or more product models or sold products with the definition.") | Associate one or more products with a service definition. |
| [Associate service organizations with a service](https://www.servicenow.com/docs/7TLRNWUeCGzraEo6v2kt5Q "Associate your service organizations with a service by using the Customer Service Management (CSM) application. With this association, your service organization (SO) staff can address customer queries for products and services offered at the business location and can raise a case on the behalf of the customer.") | Establish an association between products and available services to formerly service organizations. This association can be done by defining the organization criteria. |
[Table 1. Configuration tasks for setting up the products and available services]

{#products-services-at-bus-loc__table_wlp_2jn_byb}  
Note:  
The service-related capabilities are available only after activating the Customer Service Case Types (sn_csm_case_types) plugin. The plugin is optional and must be enabled if you want to use these capabilities with business locations.