Product catalog
Summarize
Summary of Product catalog
The product catalog in ServiceNow defines the products and services your organization sells and supports, linking these offerings to customer purchase records and service requests. It serves as a foundational structure for managing your organization's goods and services, enabling seamless connections between what is sold, supported, and requested by customers.
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Catalog structure
- Product models: Core definitions of the types of goods and services your organization offers. All other catalog elements reference these models.
- Service offerings: These are linked to product models and represent specific support tiers available to customers. They provide agents with visibility into customer entitlements during case management.
- Catalog items: The requestable items that customers and agents interact with, directly linked to product models. They allow customers to raise service requests related to their owned products.
Catalog connections across CRM
The product catalog integrates closely with CRM functions:
- Sold product records reference product models in the catalog, ensuring traceability of purchases back to catalog definitions.
- Service offerings tied to product models flow into sold product records, giving agents clear insight into customer entitlements when handling cases.
- Within Sales CRM, the catalog underpins Configure, Price, Quote (CPQ) processes by enforcing consistent product definitions, pricing tiers, and bundling rules at the quoting stage.
Product catalog across CRM and Industries
The catalog acts as a unified resource across CRM applications and industry solutions, enabling consistent product definitions for selling, fulfillment, and service:
- Customer Service Management (CSM): Agents use catalog items to raise service requests; product entitlements restrict visible items to those relevant to purchased products.
- Sales CRM and CPQ: The catalog forms the basis for quoting and ordering, ensuring sold products align with catalog definitions and pricing rules.
- Self-service portals: Customers can view purchased products and submit service requests directly from catalog items without agent intervention.
- Industry solutions: Extend the catalog with vertical-specific product models and service offerings, such as telecommunications network services, manufacturing equipment warranties, and financial product requests.
A product catalog defines the products and services that your organization sells and supports.
Product catalog overview
The product catalog connects what your organization offers to the records that track what customers have purchased and the requests they can make. It is structured around product models like the types of goods and services your organization offers.
Catalog structure
The catalog is organized in three layers that connect what an organization offers to what customers can request.
- Product models: Define the types of goods and services your organization sells and supports. Product models are the foundational entries in the catalog and everything else references them.
- Service offerings: Associated with product models to represent specific support tiers available to customers. Service offerings flow through to sold product records, giving agents visibility into a customer's entitlements when a case is opened.
- Catalog items: The requestable entries that customers and agents interact with. Catalog items are linked to product models through product-to-catalog item relationships, allowing customers to raise service requests directly from the products they own.
Catalog connections across CRM
Product models in the catalog are referenced by sold products. When a product is sold, the sold product record points back to the catalog entry that defines it. Service offerings associated with a product model flow through to sold product records, giving agents visibility into a customer's entitlements when a case is opened.
In a Sales CRM context, the product catalog also underpins CPQ. The product definitions, pricing tiers, and bundling rules that CPQ enforces at the quoting stage are built on the same catalog foundation, ensuring consistency between what is sold and what is supported.
Product catalog across CRM and Industries
| Product | How the catalog works |
|---|---|
| CSM | Agents use catalog items to raise service requests on behalf of customers. Knowledge bases and service offerings in the catalog can be configured with product entitlements so that customers and agents see only the items relevant to what has been purchased. |
| Sales CRM and CPQ | The product catalog is the foundation for quoting and ordering. CPQ enforces product definitions, pricing tiers, and bundling rules defined in the catalog at the quoting stage. When an order is placed, the sold product record references the catalog entry that defined it. |
| Self-service portals | Customers interacting with the Customer Service Portal can view their purchased products and raise service requests directly from the catalog items associated with those products, without agent involvement. |
| Industry solutions | Industry solutions extend the product catalog with vertical-specific product models and service offerings. Telecommunications organizations use the catalog to define network services and bundles. Manufacturers define equipment and warranty offerings. Financial services organizations define financial products available for self-service requests. |