---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Add additional consumers for the sold product

# Add additional consumers for the sold product {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Add additional consumers for your business-to-consumer (B2C) or
business-to-business-to-consumer (B2B2C) sold products by defining the type and
responsibility of additional consumers. After you add this information, additional consumers
can have the same access to the consumer associated to the sold product and the related
entities.

## Before you begin

Role required: admin and sn_customerservice_manager

## About this task

The responsibility assigned to the additional consumer that is associated to a sold
product gets access to the sold product and the related entities, which include
installed products, install base items, and cases associated to sold products.

## Procedure

1. Navigate to AllCustomer ServiceProductsSold Products.
2. Select the desired record where you want to add additional consumers.
3. From the Additional Consumers related list, select New.  
   Starting with the Utah release, the Additional Consumers related list has been deprecated for new customers. For upgrade customers, the Additional Consumers related list continue to be supported along with the Sold Product Related Parties related list.
4. On the form, fill in the fields.  
   {#adding-additional-consumers-soldproduct__table_esz_qdw_h4b__entry__2}

   | Field | Description |
   |-|-|
   | Sold Product | Products and components sold to a consumer. |
   | Type | Related party type. Note: By selecting the related party type, the default responsibility mentioned in the type is added in the related party responsibility. |
   | Consumer | Contact responsible for the sold product. |
   | Responsibility | Access level to sold product and related information. Additional consumer with Authorized Representative responsibility requires the sn_install_base.sold_product_authorized_consumer role to get access to associated sold product and related entities. For details, see [Roles installed with customer access management](https://servicenow-prod.fluidtopics.net/yDIZLUBdAMCM6yRS1QO0zA "Customer access management uses different predefined functional and granular roles to establish relationships between users and entities. The granular and functional roles help provide user access to information and maintain data security."). Note: If the Responsibility field is left empty, consumers cannot access the sold product and associated case. |
   [Table 1. Consumer Sold Product record form]

   {#adding-additional-consumers-soldproduct__table_esz_qdw_h4b}
5. Select Submit.  
   Additional consumers are added to the consumer sold product.

## Result

Once additional consumers are added to the sold product with a proper functional role having Authorized Representative responsibility, they can perform the following actions.

* View the list of sold products and associated install base items.
* Create cases by selecting sold products or install bases.
* View the list of cases related to the sold products or affected install bases.
* View the list of installed products.
* Access cases associated to the sold product.
* Manage service catalog requests from the sold product.

{#adding-additional-consumers-soldproduct__ul_lvb_4gf_hsb}  
Note:  
* While creating a case for a sold product, you can only see authorized consumers on the consumer sold product.
* If you choose someone as a consumer, you can only associate the sold products they have full access to on the case.
{#adding-additional-consumers-soldproduct__ul_am4_w1r_wtb}

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