--- sourceDocument: Australia Sales Customer Relationship Management sourceDocumentLink: https://www.servicenow.com/docs/r/order-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Sales Customer Relationship Management ft:clusterId : - omgmt bundleId : - omgmt workflow : - Customer and Industry --- # Product Catalog Management # Product Catalog Management {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Product Catalog Management Product Catalog Management in ServiceNow enables organizations to efficiently manage their product offerings by grouping them into catalogs and categories. This structure streamlines the ordering process and supports managing leads, opportunities, quotes, and orders within Sales Customer Relationship Management (Sales CRM). It provides a user-friendly catalog interface accessible throughout sales workflows, hierarchical catalog organization, version control for product data, and eligibility filtering to ensure agents sell the right products to the right customers. Show full answer Show less ## Key Features * **Product Catalog User Interface:** Accessible from lead, opportunity, quote, and order workflows, allowing agents to quickly browse and search product offerings using keywords, descriptions, and industry codes. AI-powered semantic search can be configured to enhance product discovery. * **Catalog and Category Hierarchy:** Organize products and services logically using hierarchical structures of catalogs, categories, and product offerings, improving navigation and management. * **Product Offering Families:** Group related product offerings into families with parent-child relationships, enabling bulk updates and attribute management at the family level instead of individually. * **Product Offer Bundling:** Create bundled product offers with hierarchical relationships, referencing product specifications at multiple levels to manage complex offerings. * **Product Offer Eligibility:** Use business rules and eligibility matrices to dynamically filter catalogs, categories, and products, ensuring agents only see products customers are eligible to purchase based on factors like account, location, or contracts. * **Product Recommendations:** Support sales agents with product recommendations during lead and opportunity generation using needs analysis and product selection guides, as well as upsell and cross-sell recommendations when updating quotes. ## Key Outcomes * Improved sales efficiency by enabling agents to quickly find and select appropriate products throughout the sales process. * Enhanced accuracy and compliance by restricting product visibility based on customer eligibility rules. * Streamlined product management through hierarchical organization and version control, reducing administrative overhead. * Better sales performance with AI-driven search and intelligent product recommendations tailored to customer needs. * Support for complex product offerings and bundles, allowing flexible product configurations and pricing strategies. ## Additional Information ServiceNow customers should verify entitlement to access specific features. Starting with the Yokohama release, the Business Portal integrates with Order Management to enable self-service order creation using the product catalog and configurator. For configuring product offerings, catalogs, eligibility, and recommendations, customers can follow related setup guides within the platform. Product Catalog Management enables your organization to manage your product offerings by grouping them into catalogs and categories, which streamlines the ordering process and helps manage leads, opportunities, quotes, and orders in Sales Customer Relationship Management. Product Catalog Management provides various features to implement product catalogs and categories in your organization. * Product catalog user interface: Launch from anywhere in lead, opportunity, quote, and order capture workflows, enabling agents to browse and find products quickly with a full catalog search function. * Catalog category hierarchy: Use hierarchical structures of catalogs and categories to organize products and services logically. * Version control: Track changes made to product information over time, helping with transparency and auditability. * Product offer eligibility: Filter your product catalogs, product offering categories, and product offerings so that agents sell customers only the products for which they're eligible. {#product-catalog-managment__ul_jyl_1pp_pbc} Note: Check your entitlements to determine if you have access to these features. Also, starting with the Yokohama release, customers can use the Business Portal with Order Management to create orders using the product catalog and product configurator. For more information on this self-service portal, see [Using the Business Portal.](https://www.servicenow.com/docs/oJVXk1BZMCi1Jk_1zL0iBw "Business-to-business (B2B) customers can use the Business Portal to browse product catalogs, create orders, create and view order cases, manage invoice and invoice cases, and request for quotes.") To learn more about setting up product offering catalogs, see [Configuring product offerings and catalogs](https://www.servicenow.com/docs/Ronhh5woxk4yOIIcn~aQ8g "Create product offerings and the associated product catalogs that can be used by Sales Customer Relationship Management agents for pre-sales activities, order capture, and post-sales engagement."). ## Product catalog UI {#product-catalog-managment__section_vdv_34t_p1c} In the product offering catalog, agents and customers can do the following: * Browse and search product offerings by using keywords, descriptions, and industry codes. Product catalog admins or managers can also [configure AI Search](https://www.servicenow.com/docs/BHBs5kTjdCsc4NMGL5z27A "Configure and manage the implementation of AI Search in the product catalog for Sales Customer Relationship Management.") in the product catalog interface, enabling agents and customers to find relevant product offerings or service specifications by using semantic queries. * Review product offers that are organized by catalog category hierarchy, which streamlines catalog navigation. {#product-catalog-managment__ul_yb3_gst_p1c} Figure 1. Product catalog user interface ## Product offering catalogs and categories {#product-catalog-managment__section_lg4_jvt_p1c} Product offering catalogs and categories offer a way to organize product offerings so that agents can easily find products to create orders. * Product offering catalog: Hierarchical product offering structures of categories and product offerings. * Product offering categories: Categories are a logical grouping of product offerings. * Product offerings: Physical goods or non-tangible services that are configurable. * Characteristic and Characteristic options: Product options that are created based on customer preferences. {#product-catalog-managment__ul_k5q_vc5_p1c} Figure 2. Example catalog hierarchy with categories and product offerings ## Product offering families {#product-catalog-managment__section_zz4_r2k_23c} A product family is a collection of product offerings that share similar or common features. You can use a product family to create a hierarchical classification of product offerings, like a category tree. A product family can have parent-child relationships, where each node in the family tree can have a parent, forming a multi-level hierarchy. With this structure, you can apply attributes, business rules, and product updates to a product family, rather than change products individually. After you create product families, you can assign a product family to a product offering. To learn more, see [Create a product offering family](https://www.servicenow.com/docs/tg1EVKVkKQIytKvkiAPkdw "Create a product offering family for products with similar or common features that have multiple variations. You can apply common rules or attributes for product offerings at the product offering family level instead of applying them individually to each product offering."). ## Product offer bundling {#product-catalog-managment__section_zl1_chm_zbc} You can create product offer bundles with an offer hierarchy using product offer relationships and relationship groups. These bundle offers can have references to a product specification or specification hierarchy at any level in the bundle. For more information, see [Product offer bundling with product specifications](https://www.servicenow.com/docs/DOKayvl3m2IjvGFxFyymcA "Product Catalog Management supports the bundling of product offers that have associated product specifications or specification hierarchies at any level of the bundle."). ## Product offer eligibility {#product-catalog-managment__section_usy_mth_zbc} As a product catalog admin or manager, you can use business rules to filter the product catalog, product offering categories, and product offerings dynamically, displaying only the appropriate catalog, categories, and offerings for which a customer is eligible. These rules enable your sales agents to sell the correct products to customers based on context, such as specific customer accounts, customer location, sales contracts, and more. You define these rules using product eligibility matrices. To learn more about using the product eligibility matrices, see [Configuring product offer eligibility](https://www.servicenow.com/docs/C5Y9khSMcBR9S0syjGM6cA "You can filter the product catalog, offering categories, and product offerings dynamically, to display only the appropriate catalog, categories, and offerings for which a customer is eligible. Your agents see this filtered product information when they're creating opportunities, quotes, and orders."). ## Product recommendations {#product-catalog-managment__section_tqw_52h_rdc} In Sales Customer Relationship Management, different types of product recommendations are available to your sales agents. Your agents can get product recommendations as they're generating or updating leads and opportunities, or updating quotes. * Product recommendations using needs analysis - When your sales agents are generating leads and opportunities, they can use product selection guides to help determine relevant products for their customers. For information on setting up needs analysis, including the product selection guides, see [Configuring needs analysis](https://www.servicenow.com/docs/p689zea7YpbLa8LUMmU6~Q "As a product catalog administrator, you can create needs templates, which are questionnaires that agents use to find product offers to add to a lead or opportunity. Questionnaires function as product selection guides. When agents complete a questionnaire based on customer input, they get product recommendations that they can add to a lead or opportunity."). For details on how your agents can get product recommendations for leads and opportunities, see [Get product recommendations for leads using needs analysis](https://www.servicenow.com/docs/MztTxiixmqdNjyd3V2N3ww "Choose a needs template from the product selection guide in the product catalog to get product recommendations for sales leads.") and [Get product recommendations for opportunities using needs analysis](https://www.servicenow.com/docs/fpyyCI630s7B~jjh~x5gvA "Choose a needs template from the product selection guide in the product catalog to get product recommendations for sales opportunities."). * Product offering recommendations for quotes - When your sales agents are updating quotes, they can get product recommendations for upselling or cross-selling additional products for existing quote line items. For information on setting up these recommendations, see [Configuring product offering recommendations](https://www.servicenow.com/docs/vnNvd2nJ1jge5Fhw968RsQ "As a product catalog admin or manager, you can create product offering recommendations that agents can use to upsell or cross-sell additional products in quotes."). For details on how product offering recommendations work in quotes, see [Using product offering recommendations in quotes](https://www.servicenow.com/docs/KMSqWXKUGdNAlRTpEgIuzQ "As a sales agent, you can use recommended product offerings to upsell or cross-sell additional products in your quotes."). {#product-catalog-managment__ul_rvs_tjf_sdc} ## What to explore next {#product-catalog-managment__section_related_links_product_catalog} [Configuring product offerings and catalogs](https://www.servicenow.com/docs/Ronhh5woxk4yOIIcn~aQ8g "Create product offerings and the associated product catalogs that can be used by Sales Customer Relationship Management agents for pre-sales activities, order capture, and post-sales engagement.")