Product documentation Docs
    • English
    • Deutsch
    • 日本語
    • 한국어
    • Français
  • More Sites
    • Now Community
    • Developer Site
    • Knowledge Base
    • Product Information
    • ServiceNow.com
    • Training
    • Customer Success Center
    • ServiceNow Support Videos
  • Log in

Product documentation

  • Home
How search works:
  • Punctuation and capital letters are ignored
  • Special characters like underscores (_) are removed
  • Known synonyms are applied
  • The most relevant topics (based on weighting and matching to search terms) are listed first in search results
Topics are ranked in search results by how closely they match your search terms
  • A match on the entire phrase you typed
  • A match on part of the phrase you typed
  • A match on ALL of the terms in the phrase you typed
  • A match on ANY of the terms in the phrase you typed

Note: Matches in titles are always highly ranked.

  • Release version
    Table of Contents
    • Customer Service Management
Table of Contents
Choose your release version
    Home New York Customer Service Management Customer Service Management Customer Service Management Configure Customer Service Management Foundation data

    Foundation data

    • Save as PDF Selected topic Topic & subtopics All topics in contents
    • Unsubscribe Log in to subscribe to topics and get notified when content changes.
    • Share this page

    Foundation data

    Customer services cases store a variety of customer information such as accounts and contacts, consumers, assets, products, and service contracts. The Customer Service Management application also stores information about account and contact relationships. Configuring this foundation data enables agents to quickly and easily access case-related information.

    Each type of customer information is considered an entity with its own particular attributes. For example, the customer service case is the primary entity of the Customer Service management application. Agents use cases as the main tool for tracking and resolving customer questions and issues. Customer information is linked to a case as associated entities, including accounts, assets, and service contracts. This provides the customer service agent with easy access to a customer's information. All of these entities make up the foundation data for the Customer Service Management application.

    To configure foundation data:
    1. Create or import data for associated entities.
    2. Assign roles to groups or to individual users.
    3. Create service contracts and entitlements.
    4. Create customer relationships, asset relationships, and account teams.
    For Business-to-business (B2B) customers, configure these entities:
    • Accounts
    • Contacts
    • Users and groups (agents and managers)
    • Product models and assets
    • Service contracts
    • Entitlements
    • Customer relationships
    • Asset relationships
    • Account teams
    For Business-to-consumer (B2C) customers, configure these entities:
    • Consumers
    • Users and groups (agents and managers)
    • Product models and assets
    • Create customer and consumer information

      Customer information includes the account and contact information for a customer or partner. Consumer information includes the name, phone number, and one or more addresses for a consumer.

    • Create contracts and entitlements

      Contracts and entitlements define the type of support that a customer receives.

    • Create service level agreements

      A service level agreement (SLA) is a record that specifies the time within which service must be provided.

    • Create product data

      Set up customer product data to give customers and customer service agents a common understanding of the products and assets being used at a customer site.

    • Create customer relationships

      The Customer Service Management application provides the ability to establish different types of relationships between partners, customers, and contacts.

    • Create asset contact relationships

      Assign an asset to a customer contact who is responsible for managing that asset.

    • Create account teams

      Account teams are made up of both employees and customer contacts who fulfill specific jobs or roles for a particular account.

    • Set up install base

      Track which products and services have been purchased by a customer, how they have been installed or provisioned, along with the detailed configuration for each installed item.

    Tags:

    Feedback
    On this page

    Previous topic

    Next topic

    • Contact Us
    • Careers
    • Terms of Use
    • Privacy Statement
    • Sitemap
    • © ServiceNow. All rights reserved.

    Release version
    Choose your release version

      Foundation data

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Foundation data

      Customer services cases store a variety of customer information such as accounts and contacts, consumers, assets, products, and service contracts. The Customer Service Management application also stores information about account and contact relationships. Configuring this foundation data enables agents to quickly and easily access case-related information.

      Each type of customer information is considered an entity with its own particular attributes. For example, the customer service case is the primary entity of the Customer Service management application. Agents use cases as the main tool for tracking and resolving customer questions and issues. Customer information is linked to a case as associated entities, including accounts, assets, and service contracts. This provides the customer service agent with easy access to a customer's information. All of these entities make up the foundation data for the Customer Service Management application.

      To configure foundation data:
      1. Create or import data for associated entities.
      2. Assign roles to groups or to individual users.
      3. Create service contracts and entitlements.
      4. Create customer relationships, asset relationships, and account teams.
      For Business-to-business (B2B) customers, configure these entities:
      • Accounts
      • Contacts
      • Users and groups (agents and managers)
      • Product models and assets
      • Service contracts
      • Entitlements
      • Customer relationships
      • Asset relationships
      • Account teams
      For Business-to-consumer (B2C) customers, configure these entities:
      • Consumers
      • Users and groups (agents and managers)
      • Product models and assets
      • Create customer and consumer information

        Customer information includes the account and contact information for a customer or partner. Consumer information includes the name, phone number, and one or more addresses for a consumer.

      • Create contracts and entitlements

        Contracts and entitlements define the type of support that a customer receives.

      • Create service level agreements

        A service level agreement (SLA) is a record that specifies the time within which service must be provided.

      • Create product data

        Set up customer product data to give customers and customer service agents a common understanding of the products and assets being used at a customer site.

      • Create customer relationships

        The Customer Service Management application provides the ability to establish different types of relationships between partners, customers, and contacts.

      • Create asset contact relationships

        Assign an asset to a customer contact who is responsible for managing that asset.

      • Create account teams

        Account teams are made up of both employees and customer contacts who fulfill specific jobs or roles for a particular account.

      • Set up install base

        Track which products and services have been purchased by a customer, how they have been installed or provisioned, along with the detailed configuration for each installed item.

      Tags:

      Feedback

          Share this page

          Got it! Feel free to add a comment
          To share your product suggestions, visit the Idea Portal.
          Please let us know how to improve this content

          Check any that apply

          To share your product suggestions, visit the Idea Portal.
          Confirm

          We were unable to find "Coaching" in Jakarta. Would you like to search instead?

          No Yes
          • Contact Us
          • Careers
          • Terms of Use
          • Privacy Statement
          • Sitemap
          • © ServiceNow. All rights reserved.

          Subscribe Subscribed Unsubscribe Last updated: Tags: January February March April May June July August September October November December No Results Found Versions Search preferences successfully updated My release version successfully updated My release version successfully deleted An error has occurred. Please try again later. You have been unsubscribed from all topics. You are now subscribed to and will receive notifications if any changes are made to this page. You have been unsubscribed from this content Thank you for your feedback. Form temporarily unavailable. Please try again or contact  docfeedback@servicenow.com  to submit your comments. The topic you requested does not exist in the release. You were redirected to a related topic instead. The available release versions for this topic are listed There is no specific version for this documentation. Explore products Click to go to the page. Release notes and upgrades Click to open the dropdown menu. Delete Remove No selected version Reset This field is required You are already subscribed to this topic Attach screenshot The file you uploaded exceeds the allowed file size of 20MB. Please try again with a smaller file. Please complete the reCAPTCHA step to attach a screenshot
          Log in to personalize your search results and subscribe to topics
          No, thanks Login