Customer Contracts and Entitlements › Customer management › Use › Customer Service Management

Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Add a sold product or install base item to a customer contract

Add the sold products or the install base items covered to customer contracts, contract lines, or entitlements.

Before you begin

Role required: sn_customerservice_manager

About this task

Sold products are products and components that have been sold to an account or a consumer and can have multiple contracts. An install base item is an instance of sold product that has been provisioned for an account or consumer.

Associating sold products or install base items to a Customer Contracts and Entitlements entity helps keep a track of the products or install base items that are serviced to a customer under that entity.

A sold product or an install base item can be added to a Customer Contracts and Entitlements entity in the Draft, Active, or Suspended states.

Note: If an entity is deleted, the related sold product or install base item covered is also deleted.

Procedure

Navigate to the ServiceNow AI Platform interface or the CSM Configurable Workspace.

Interface	Action
ServiceNow AI Platform interface	Navigate to All > Customer Service > Contracts and Entitlements.
CSM Configurable Workspace	Navigate to All > Workspace Experience > Workspaces > CSM Configurable Workspace. In the list view, navigate to Contracts and Entitlements.

Add the sold product or install base item covered to customer contracts, contract lines, or entitlements.

Add to

Procedure

Customer Contracts

In the list view, navigate to Contracts and Entitlements > Customer Contracts.

Note: In the ServiceNow AI Platform interface, select Customer Contracts in the navigation menu.

Select the customer contract that you want to add the sold product or install base item to.
From the Products Covered or Install Base Items Covered related list, select New.

Customer Contract Lines

In the list view, navigate to Contracts and Entitlements > Customer Contracts.

Note: In the ServiceNow AI Platform interface, select Customer Contracts in the navigation menu.

Select the customer contract that has the required contract line.
From the Customer Contract Lines related list, select the contract line that you want to add the sold product or install base item covered to.
From the Sold Product Covered or Install Base Items Covered related list, select New. Note: When a sold product or an install base item covered is added to a contract line, it is not added to the related entitlements.

Entitlements

In the list view, navigate to Contracts and Entitlements > Customer Contracts.

Note: In the ServiceNow AI Platform interface, select Customer Contracts in the navigation menu.

Select the customer contract that has the required contract line.
From the Customer Contract Lines related list, select the contract line that has the required entitlement.
From the Entitlements related list, select the entitlement that you want to add the sold product or install base item to.
From the Sold Product Covered or Install Base Items Covered related list, select New. You can also directly navigate to Entitlements form as follows:
In the list view, navigate to Contracts and Entitlements > Entitlements.

Note: In the ServiceNow AI Platform interface, select Entitlements in the navigation menu.

Select the entitlement that the sold product or install base item must be added to.
From the Sold Product Covered or Install Base Items Covered related list, select New.

**Note:**

-   You can either add a sold product or an install base item to the Customer Contracts and Entitlements entity.
-   The state of the entity shouldn't be Expired or Canceled.

On the Sold Product Covered form, fill in the fields.

For a description of the field values, see Sold product form.
Select Submit.