Product data
Summarize
Summary of Product data
Product data within the ServiceNow CRM portfolio provides a unified and consistent view of products sold, deployed, and serviced for customers. It empowers agents, customers, and sales teams with accurate information about the products linked to customer accounts, including installation details and service entitlements. This data is integrated across Sales CRM, FSM, CSM, and industry solutions without duplication or manual synchronization, enabling seamless collaboration and service delivery throughout the customer lifecycle.
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Product data entities
The product data model consists of four core entities that describe the product lifecycle and customer interactions:
- Product model: Represents the catalog of goods or services offered, such as hardware, software, or consumables. These models link to service offerings and sold products.
- Sold product: Tracks specific products or services sold to customers, supporting hierarchical structures and association with contracts and entitlements. Cases can be linked directly to sold products.
- Install base item: Represents deployed instances of products for customers, providing visibility into the actual product configuration. Crucial for agents and technicians during issue resolution.
- Installed product: Connects sold products to one or more install base items, capturing deployment details across locations or instances.
Service delivery and product data
When cases are opened, agents can pinpoint the exact sold product or install base item involved, linking service requests to the product context. Install base items created via Sales CRM fulfillment are instantly available in CSM, and FSM technicians receive product context on work orders, enhancing field service effectiveness.
Assets and service coverage
Assets, service contracts, and entitlements extend product data to define and manage service coverage. Assets represent specific product instances supported under an account, while service contracts and entitlements clarify the support type, channels, and SLAs. Agents gain immediate insight into customer coverage upon case creation.
Product data across CRM and Industry solutions
Product data serves as a foundational element across the CRM portfolio and industry solutions, ensuring visibility and actionability of customer purchases throughout various functions:
- CSM: Uses sold products and install base items to identify affected products in cases and automatically applies SLAs based on entitlements.
- Sales CRM: Manages order fulfillment that creates sold products and install base items accessible across CRM modules.
- FSM: Provides field technicians with full product context on work orders, improving on-site service delivery.
- Industry solutions: Extend the core product data model for industry-specific needs, such as network services in telecommunications, equipment tracking in manufacturing, and financial products in financial services.
Product data in the CRM portfolio gives agents, customers, and sales teams a shared view of what has been sold, how it has been deployed, and what service coverage applies.
Product data overview
When an agent opens a case, the product data associated with the customer's account tells them exactly what products are in scope, how they are installed, and what the customer is entitled to. Product data is part of the shared CRM data foundation and data model and is available across Sales CRM, FSM, CSM, and industry solutions without duplication or manual synchronisation.
Product data is part of the shared data foundation of the CRM portfolio. It connects what an organization sells to cases, work orders, and service requests raised against those products. This connection is what allows agents, technicians, and sales teams to work from a consistent view of the customer's product landscape at every stage of the customer lifecycle.
Product data entities
| Entity | What it represents | How it is used |
|---|---|---|
| Product model | A type of good or service that your organization sells and supports like hardware, software, a service, or a consumable. | Product models are the catalog of what your organization offers. They can be associated with service offerings that customers can request, and are referenced by sold products when a product is sold. |
| Sold product | A specific product or service that has been sold to an account or consumer. | Records what a customer has purchased. Supports a hierarchical structure and can be associated with contracts and entitlements. Cases can be linked directly to a sold product when an issue arises. |
| Install base item | An instance of a product that has been installed or provisioned for a customer. | Tracks the deployed state of a customer's products. Available to agents and technicians when resolving issues. For SaaS products, represents the application service configuration item. |
| Installed product | The association between a sold product and one or more install base items. | Captures how a sold product has been deployed. A single sold product can have multiple installed product records across different locations or instances. |
Product data and service delivery
When a case is opened, an agent can identify the specific sold product or install base item affected, connecting the service request directly to the relevant product context. Install base items created by Sales CRM fulfillment flows are immediately visible in CSM, and field technicians dispatched through FSM carry the same product context on their work orders.
Assets and service coverage
Assets, service contracts, and entitlements extend product data into service coverage. An asset is a specific product instance supported for an account or consumer. Service contracts define the type of support a customer receives, while entitlements specify the level of support, supported channels, and SLA terms, giving agents immediate visibility into what a customer is covered for when a case is opened.
Product data across CRM and Industries
| Product | How data is used |
|---|---|
| CSM | Agents use sold products and install base items to identify what is affected when a case is opened. Entitlements derived from the product and contract data determine the SLA applied to the case automatically. |
| Sales CRM | Order fulfillment creates sold products and install base items that are immediately available in CSM. |
| FSM | Field technicians dispatched through FSM carry the same product context - sold products, install base items, and assets on their work orders, giving them full visibility into what is deployed at a customer site before they arrive. |
| Industry solutions | Industry solutions such as Telecommunications, Manufacturing Commercial Operations, and Financial Services Operations extend the core product data model with industry-specific structures. Telecom organizations use install base items to represent network services and configurations. Manufacturers use them to track equipment deployed at customer sites. Financial services organizations use sold products to represent financial products and accounts under service. |