View the install base in Customer Service Management workspaces

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • View a customer’s install base in CSM workspaces to quickly identify the support they require as well as the opportunities for adoption and upsell.

    Before you begin

    Ensure that the Customer Service Install Base Management plugin (com.snc.install_base) is activated.

    Role required: sn_customerservice_agent

    About this task

    Note:
    This task applies to both CSM Configurable Workspace and CSM Agent Workspace.

    You can view information about the products and the services that a customer has purchased, how they are delivered, and what additional components are available with the product models.

    Procedure

    1. Navigate to All > Workspace Experience > Workspaces.
    2. Open your workspace.
    3. Select the account that you want to view the install base for.
    4. Select the Install Base related list.
    5. Scroll through the Sold Products tree view to view the details about the sold product and the list of install base items that belong to it.
      Install Base tab for the account includes information about Sold Products and the associated install base items.
    6. On the form header, select the Hierarchy iconSold product hierarchy icon. to see the full product model that the sold product is part of.
      The product model hierarchy opens in a separate window. Unpurchased product components have a shopping cart icon next to them.Product model showing different purchased and unpurchased product components.
    7. View the install base items and related lists in the configurable workspace by navigating to Products > Install Base item.
    8. View the details of the install base item by opening an install base item.
      Note:
      You can also use the right navigation pane to view the install base items and related list.