Create a sold product
Create a sold product to track the products or services that are sold to an account or consumer.
Before you begin
Verify that the Customer Install Base Management (com.snc.install_base), Customer Service with Service Portfolio Management (SPM) (com.snc.csm_spm), and the Product Catalog Management Core (com.sn_prd_pm) plugins are installed.
Role required: sn_customerservice_manager or admin
Procedure
-
Navigate to the CRM Workspace.
-
Select the list icon.
-
Select the Sold Products list.
-
Select New.
-
On the Sold Product form, fill in the fields.
To learn more about the descriptions, see Sold product form.
-
Select Save.
The Child Sold Products, Install Base Items, Cases, Entitlements, Contracts, Additional Contacts, and Additional Consumers related lists are displayed.
-
Fill in the related lists as required.
|
Related list |
Description |
|---|---|
|
Child Sold Products |
Create a child sold product by selecting New. |
|
Install Base Items |
Edit an install base item by selecting Edit. |
|
Cases |
Add a case to the sold product by selecting New. The system displays any open cases that are related to the sold product automatically. |
|
Entitlements |
Add an entitlement for the sold product by selecting Select. Note: Customer service managers create entitlements. Customer service agents can view entitlements. |
|
Contracts |
Associate a contract with the sold product by selecting Edit.Note: You can also associate a contract with a sold product from the Service Contracts form. Customer service managers associate the contracts to the sold products. Customer service agents can view the contract information. |
|
Additional Contacts |
Add additional contacts to the sold product by selecting New.You can associate a contact with a sold product by defining its name and responsibility. The additional contacts added can be from the same account, partner account, or contact relationship. You can see the Additional Contacts related list for the sold products that are associated with the B2B account. Note: Starting with the Utah release, the sn_install_base_rel_soldproduct_to_contact table has been deprecated for new customers. For upgrade customers, the table continues to be supported and extends the sold product related parties table [sn_install_base_sold_product_related_party]. |
|
Additional Consumers |
Add additional consumers to the sold product by selecting New.You can associate a consumer with a sold product by defining its name and responsibility. You can see the Additional Consumers related list for the sold products that are associated with the B2C account. Note: Starting with the Utah release, the sn_install_base_rel_soldproduct_to_contact table has been deprecated for new customers. For upgrade customers, the table continues to be supported and extends the Sold Product Related Parties table [sn_install_base_sold_product_related_party]. |
|
Sold Product Related Parties |
Add contacts, accounts, consumers, and channel partners as related parties by selecting New.The from header indicates whether a record is copied from an order header or order line. The field is used as a flag to differentiate the source of the record. Contacts, accounts, and consumers can login and access the sold products, however, currently channel partners are only added as a record for book keeping. |
-
Select Update.
The sold product is added to the account or consumer that you selected. Select an account or consumer to see a list of all sold products that are related to the account or consumer. You can also view a list of sold products according to the product model.
Note: You can also create sold products directly from an account or a consumer.
- Navigate to Customer Service > Customer > Accounts or Customer Service > Customer > Consumer.
- Select an account or a consumer.
- Select the Sold Products related list.
- Select New.
Related topics
---
title: Create a sold product
description: Create a sold product to track the products or services that are sold to an account or consumer.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/create-sold-item.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 3
breadcrumb: [Sold products, Configure install base, Configure product data, Product data, Set up your environment, Configure, Customer Service Management]
---
# Create a sold product
Create a sold product to track the products or services that are sold to an account or consumer.
## Before you begin
Verify that the Customer Install Base Management \(com.snc.install\_base\), Customer Service with Service Portfolio Management \(SPM\) \(com.snc.csm\_spm\), and the Product Catalog Management Core \(com.sn\_prd\_pm\) plugins are installed.
Role required: sn\_customerservice\_manager or admin
## Procedure
1. Navigate to the CRM Workspace.
2. Select the list icon.
3. Select the Sold Products list.
4. Select **New**.
5. On the Sold Product form, fill in the fields.
To learn more about the descriptions, see [Sold product form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/sold-product-form.md).
6. Select **Save**.
The Child Sold Products, Install Base Items, Cases, Entitlements, Contracts, Additional Contacts, and Additional Consumers related lists are displayed.
7. Fill in the related lists as required.
<table id="table_zch_sgz_3hb"><thead><tr><th>
Related list
</th><th>
Description
</th></tr></thead><tbody><tr><td>
Child Sold Products
</td><td>
Create a child sold product by selecting **New**.
</td></tr><tr><td>
Install Base Items
</td><td>
Edit an install base item by selecting **Edit**.
</td></tr><tr><td>
Cases
</td><td>
Add a case to the sold product by selecting **New**. The system displays any open cases that are related to the sold product automatically.
</td></tr><tr><td>
Entitlements
</td><td>
Add an entitlement for the sold product by selecting **Select**. **Note:** Customer service managers create entitlements. Customer service agents can view entitlements.
</td></tr><tr><td>
Contracts
</td><td>
Associate a contract with the sold product by selecting **Edit**.**Note:**
You can also associate a contract with a sold product from the Service Contracts form.
Customer service managers associate the contracts to the sold products. Customer service agents can view the contract information.
</td></tr><tr><td>
Additional Contacts
</td><td>
Add additional contacts to the sold product by selecting **New**.You can associate a contact with a sold product by defining its name and responsibility. The additional contacts added can be from the same account, partner account, or contact relationship.
You can see the Additional Contacts related list for the sold products that are associated with the B2B account.
**Note:** Starting with the Utah release, the sn\_install\_base\_rel\_soldproduct\_to\_contact table has been deprecated for new customers.
For upgrade customers, the table continues to be supported and extends the sold product related parties table \[sn\_install\_base\_sold\_product\_related\_party\].
</td></tr><tr><td>
Additional Consumers
</td><td>
Add additional consumers to the sold product by selecting **New**.You can associate a consumer with a sold product by defining its name and responsibility.
You can see the Additional Consumers related list for the sold products that are associated with the B2C account.
**Note:** Starting with the Utah release, the sn\_install\_base\_rel\_soldproduct\_to\_contact table has been deprecated for new customers.
For upgrade customers, the table continues to be supported and extends the Sold Product Related Parties table \[sn\_install\_base\_sold\_product\_related\_party\].
</td></tr><tr><td>
Sold Product Related Parties
</td><td>
Add contacts, accounts, consumers, and channel partners as related parties by selecting **New**.The **from header** indicates whether a record is copied from an order header or order line. The field is used as a flag to differentiate the source of the record.
Contacts, accounts, and consumers can login and access the sold products, however, currently channel partners are only added as a record for book keeping.
</td></tr></tbody>
</table> **Note:** For business-to-business and business-to-consumer, you can see both the additional contacts and additional consumers in the sold product related lists and you can also add new records.
8. Select **Update**.
The sold product is added to the account or consumer that you selected. Select an account or consumer to see a list of all sold products that are related to the account or consumer. You can also view a list of sold products according to the product model.
**Note:** You can also create sold products directly from an account or a consumer.
1. Navigate to **Customer Service** > **Customer** > **Accounts** or **Customer Service** > **Customer** > **Consumer**.
2. Select an account or a consumer.
3. Select the Sold Products related list.
4. Select **New**.
**Related topics**
[Create and manage sold products for a business organization](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/create-sp-for-business-location.md)
[Edit a contract](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/edit-contract.md)
[Create an entitlement](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/create-entitlement.md)
| title | Create a sold product |
| description | Create a sold product to track the products or services that are sold to an account or consumer. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/customer-service-management/create-sold-item.html |
| release | australia |
| topic_type | task |
| last_updated | 2026-09-10 |
| reading_time_minutes | 3 |
| breadcrumb | Sold productsConfigure install baseConfigure product dataProduct dataSet up your environmentConfigureCustomer Service Management |