Product Catalog Management

  • Release version: Yokohama
  • Updated March 12, 2025
  • 3 minutes to read
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    Summary of Product Catalog Management

    Product Catalog Management in ServiceNow Yokohama release enables organizations to efficiently manage product offerings by organizing them into catalogs and categories. This structured approach streamlines the ordering process and supports managing leads, opportunities, quotes, and orders within Sales Customer Relationship Management (CRM). The feature set facilitates product browsing, eligibility filtering, version control, and product bundling to enhance sales workflows and accuracy.

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    Key Features

    • Product Catalog User Interface: Accessible from opportunity, quote, and order workflows, the UI allows agents to quickly search and browse products using keywords, descriptions, and industry codes, supported by a logical catalog category hierarchy.
    • Catalog Category Hierarchy: Organizes product offerings into a hierarchical structure of catalogs and categories, improving navigation and product discovery.
    • Version Control: Tracks changes to product information over time, aiding transparency and auditability.
    • Product Offer Eligibility: Admins can apply business rules and eligibility matrices to dynamically filter catalogs and products, ensuring agents only sell products appropriate to the customer’s context (account, location, contracts, etc.).
    • Product Offer Bundling: Supports creating bundle offers with hierarchical relationships and references to product specifications for complex product configurations.
    • Product Recommendations: Sales agents receive recommendations during lead, opportunity, and quote processes. Needs analysis helps identify relevant products for leads and opportunities, while quote-based recommendations support upselling and cross-selling.
    • Business Portal Integration: Starting with the Yokohama release, customers can use the Business Portal alongside Order Management to create orders using the product catalog and configurator, enabling self-service ordering.

    Practical Benefits for ServiceNow Customers

    • Improved Sales Efficiency: Agents can quickly find and sell the right products by browsing organized catalogs with eligibility filters, reducing errors and enhancing customer satisfaction.
    • Enhanced Product Management: Product managers can maintain product information with version control and easily update offerings, ensuring sales teams always have accurate data.
    • Support for Complex Sales: Bundling and configurator capabilities enable selling customized product packages tailored to customer needs.
    • Guided Selling: Product recommendations and needs analysis guide agents to suggest the most relevant products, increasing sales opportunities.
    • Self-Service Ordering: Integration with the Business Portal provides customers with a streamlined order creation experience, freeing up sales resources.

    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 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.
    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.

    To learn more about setting up product offering catalogs, see Configuring product offerings and catalogs.

    Product catalog UI

    The product offering catalog enables agents to do the following:

    • Browse and search product offerings by using keywords, descriptions, and industry codes​.
    • Review product offers that are organized by catalog category hierarchy, which streamlines catalog navigation.
    Figure 1. Product catalog user interface
    Product catalog interface that shows the product catalog hierarchy, product tiles with images, and search option.

    Product offering catalogs and categories

    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.​
    Figure 2. Example catalog hierarchy with categories and product offerings
    Infographic shows how catalogs, categories, product offerings, product characteristics, and characteristic options are configured in Sales Customer Relationship Management

    Product offer bundling

    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.

    Product offer eligibility

    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.

    Product recommendations

    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.