---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Customer Service Management and CSDM tables

# Customer Service Management and CSDM tables {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 min. de leitura

Customer Service Management manages and uses CSDM tables. Several ServiceNow products benefit from and add value to Customer Service Management.

## CSM tables managed by CSDM {#csm-use-case-tables__section_jd3_4jz_smb}

Figura 1. CSM tables managed by CSDM  
CSM references the following CSDM tables:

1. Sold Product table \[sn_install_base_sold_product in CSM

   Represents the product purchased by an Account or Consumer, and references the Product Model table \[cmdb_model\] or Service Model table \[cmdb_service_product_model\] for a Customer (Account or Consumer).
2. Install Base Item table \[sn_install_base_item\] in CSM

   Represents the products installed or in use by an account or consumer. Install Base Items are CIs consumed by the customer and generally reference the Application Services table \[cmdb_ci_service_discovered\] for SaaS
   products.

   Multiple sold products can be used on a given Install Base Item by using the Installed Products table \[sn_install_base_m2m_installed_product\].
3. A Service Model references the Service Offerings table \[service_offering\]. Multiple Service Offerings can be associated with a single Service Model.
4. After the product is sold to a customer, the Sold Product table references the Service Offering table \[service_offering\]. This reference helps to identify the customers subscribed to an offering.
5. Customers can request services related to the products they have purchased by linking the Catalog Items table \[sc_cat_item\] to the Product Model or Service Model by using the Product-to-Catalog Items Relationships table \[sn_prod_cat_rel_m2m_product_catalog_item\].
6. Account table \[customer_account\] in CSM

   Extends the Company table. The Account table can be a customer account, a partner account, or both.
7. Contact table \[customer_contact\] in CSM

   Extends the User table. A user is an employee of an account. A contact record stores information about a contact, such as the name, phone number, and email address. A contact can also have a user ID and can log in to
   the customer portal.
8. Consumer table \[csm_consumer\] in CSM

   A consumer is a customer in the business-to-consumer (B2C) business model.
{#csm-use-case-tables__ol_f5g_lbb_tmb}

## CSDM tables used by CSM {#csm-use-case-tables__section_rl5_5gb_tmb}

Figura 2. CSDM tables used by CSM

1. Company \[core_company\], Business Unit \[business_unit\], Department \[cmn_department\], Location \[cmn_location\], Groups \[sys_user_group\], Users \[sys_user\]
2. Product Model tables \[cmdb_model\], and \[cmdb_service_product_model\]
3. Contract table \[ast_contract\]
4. Mapped service instance table (formerly application service) \[cmdb_ci_service_discovered\]
5. Configuration Item table \[cmdb_ci_\*\]
6. Business Service table \[cmdb_ci_service_business\]
7. Business Service Offering table \[service_offering\]
8. Request Catalog table \[sc_cat_item\]
{#csm-use-case-tables__ol_yvd_dg2_tmb}

## Products that add value to CSM

When you use CSM with other ServiceNow products, you increase the value you get from CSM. These other ServiceNow products include:

IT Service Management (ITSM)

:   Services have the context of the business, applications, information, and technologies layered beneath them.

Event Management

:   Enables organizations to identify service health-related issues on a single management console. Event Management provides alert aggregation and root cause analysis (RCA) for discovered services, application services, and automated alert groups.

Service Portfolio Management (Service Portfolio Management)

:   Enables organizations to document and manage services using a standardized, structured format.

## Products that benefit from CSM {#csm-use-case-tables__section_qb2_bw2_tmb}

IT Service Management (ITSM)

:   Enables organizations to link incidents, problems, changes, and requests to cases, and have the context of the customer (consumer or account) reporting the issue.

IT Operations Management (ITOM)

:   Enables organizations to identify the Install Base Items and the customers affected by service issues. Helps organizations to provide proactive customer service.

Service Portfolio Management (Service Portfolio Management)

:   Enables customers that have subscribed to the Service Offering to see who owns the service.