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.
Install base requires the Customer Service Install Base Management plugin
(com.snc.install_base).
Capture the install base for a customer by creating sold products, install base items, and
installed products to enable customer service agents to easily trace issues back to the right
product, instances of that product, and other entities that might impact their functioning.
Before setting up your install base, create your product data by creating or importing product
models. For more information, see Create product data.
There are three parts to setting up your install base.
| Sold Products |
Create a sold product to provide customers, consumers, and customer service agents
with a view into the products and services that have been sold to an account or a
consumer. |
| Install Base Items |
Create an install base item to track instances that have been provisioned for an
account or consumer. An install base item can be any configuration item that has been
made accessible to customers. For Software as a Service (SaaS) products, an install base
item refers to an application service configuration item. |
| Installed Products |
Create an installed product to track information on the instances that a sold product
is deployed on at an account or consumer. A sold product can have multiple installed
product records depending on the number of instances of the product in use. |
You can create sold products, install base items, and installed products as individual records,
import them in bulk, or create them from an Account or Consumer record.
Customer service agents can view install base information in Agent Workspace.
Customers can view install base information on the Customer Service Portal.
