---
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


---

# Configure foundation data

# Configure foundation data {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read

With Customer Service Management, you can import or create customer information including names, addresses, and phone numbers; account details; products and assets; and service contracts. You can also assign roles to users and create
customer relationships.

## Before you begin

Role required: admin

## About this task

Foundation data includes all of the data that you need to configure in order to support your customers. This includes information about:

* Customers (external users)
* Customer relationships
* Users (internal users such as agents and employees)
* Customer and user roles
* Products and assets
* Service contracts and entitlements
{#configure-csm-foundation-data__ul_tbl_sk3_nlb}

You can import and configure most of this foundation data using the Customer Service Management guided setup. This feature takes you through the entire setup and configuration process.

To create new data, such as adding new accounts and contacts, you can use the Customer Service Management application.

## Procedure

1. Navigate to AllCustomer ServiceAdministrationGuided Setup.
2. On the Getting Started page of the guided setup, click Get Started.  
   The guided setup reopens with a page of different categories of Customer Service Management features that you can configure.
3. In the Foundation Data category, click Get Started.  
   The Foundation Data page opens with a list of tasks to configure the different types of customer information.
4. To perform a task, click Configure.  
   {#configure-csm-foundation-data__table_tth_54l_mlb__entry__2}

   | Task | Description |
   |-|-|
   | Import Accounts | In the business-to-business (B2B) model, an account is a supported external customer. Import and verify existing account data. For more information, see [Import accounts and contacts with guided setup](https://servicenow-prod.fluidtopics.net/g0482PF8LRcz~kDtDKycrQ#import-csm-accounts "Use Customer Service Management guided setup to import existing accounts and contacts."). Note: After importing customer account data, you must also [set the account code system property](https://servicenow-prod.fluidtopics.net/g0482PF8LRcz~kDtDKycrQ#set-csm-account-code-property "After importing customer account information, update the com.snc.cs_base.last.generated.code.tree.path property with the correct account code value."). |
   | Import Contacts (B2B) | A contact is a user who is an employee of an account. Import and verify existing contact data. For more information, see [Import accounts and contacts with guided setup](https://servicenow-prod.fluidtopics.net/g0482PF8LRcz~kDtDKycrQ#import-csm-accounts "Use Customer Service Management guided setup to import existing accounts and contacts."). |
   | Import Consumers (B2C) | A consumer is a customer in the business-to-consumer (B2C) business model. Import and verify existing consumer data. For more information, see [Import consumers with guided setup](https://servicenow-prod.fluidtopics.net/c_bVaD8ekEaigjHgWtZQSw#import-csm-consumers "Use Customer Service Management guided setup to import existing consumers."). |
   | Import Users | A user is an individual who can access your instance. Import and verify existing user data. For more information, see [Configure users and groups](https://servicenow-prod.fluidtopics.net/wSmN8YVgkJVbMWIRTWP3Ng "A user is an individual who can access your instance and a group is a set of users who share a common purpose. The users associated with a group are listed as group members."). |
   | Import Groups | A group is a set of users who share a common purpose. Import and verify existing group data. For more information, see [Configure users and groups](https://servicenow-prod.fluidtopics.net/wSmN8YVgkJVbMWIRTWP3Ng "A user is an individual who can access your instance and a group is a set of users who share a common purpose. The users associated with a group are listed as group members."). |
   | Import Group Members | The users associated with a group are listed as group members. Import and verify existing group member data. |
   | Assign Roles | Roles control access to features and capabilities. The Customer Service Management application provides two types of roles: * Internal roles for agents and managers * External roles for customers, customer partners, and consumers {#configure-csm-foundation-data__ul_s2r_kkm_mlb} Assign the necessary roles to internal and external users. For more information, see [Assign roles to CSM users](https://servicenow-prod.fluidtopics.net/pn3V_tc96QMbZGOrOqWJ2Q "Roles control access to features, capabilities, and data in the Customer Service Management application."). |
   | Create Customer Relationships | Create relationships between partners, contacts, and customers to make account and asset management easy and flexible. For more information, see [Create customer relationships](https://servicenow-prod.fluidtopics.net/TPcxTJjqs1w0BFByJRQnVw "The Customer Service Management application provides the ability to establish different types of relationships between partners, customers, and contacts."). You can create the following types of relationships: * Bi-directional account relationships * Account hierarchy * Contact relationships {#configure-csm-foundation-data__ul_avw_chg_flb} |
   | Import Product Models | A product is a type of good or service that your company sells and supports. Product models identify different types of products, such as service, hardware, software, or consumables. For more information, see [Import product models with guided setup](https://servicenow-prod.fluidtopics.net/IAf3Uv~_pYBlCPHc5xmMDQ "A product is a type of good or service that your company sells and supports. Product models identify different types of products, such as service, hardware, software, or consumables."). |
   | Import Sold Products | Sold products are products and components that have been sold to an account or a consumer. Importing sold products provides an overview of the complete product sold to an account or consumer. For more information, see [Import sold products with guided setup](https://servicenow-prod.fluidtopics.net/o4rWBoqjSqRHhHyzCCnFkw "Sold products are products and components that have been sold to an account or a consumer. Use guided setup to import sold products so that you can track the products or services sold to an account or consumer."). |
   | Create product model and catalog items relationships | Enable self-service for customers to request services on products by creating relationships between product models and catalog items. For more information, see [Configure product model and catalog item relationships](https://servicenow-prod.fluidtopics.net/2BQJbXmM2aqzgCqiW3iSyw "Enable customers to request services for the products that they own. Create definitions for the services that support your products and then configure service definitions to associate them with the appropriate products and catalog items."). |
   | Import Install Base Items | Install base items represent the instances that have been configured for a customer. Each install base item references the configuration item record for the customer. For more information, see [Import install base items with guided setup](https://servicenow-prod.fluidtopics.net/l388C5CcgrVvvrSG0aAdrA "Install base items represent the instances of the product that have been configured for a customer."). |
   | Import Installed Products | Installed products create an association between sold products and install base items. Installed products also provide information on the sold products and how they are deployed or installed. For more information, see [Import installed products with guided setup](https://servicenow-prod.fluidtopics.net/B_j3lL1cmccefnBqD6GQiA "Installed products provide information on the sold products and how they are deployed or installed. Import installed products to create an association between sold products and install base items."). |
   | Import Assets | An asset is a specific product or instance that is supported for a customer. There are different types of assets and Information for each type of asset is stored in a different table. For more information, see [Import assets with guided setup](https://servicenow-prod.fluidtopics.net/axAmmcNsDMOrF76TrXrgYQ "Use Customer Service Management guided setup to import existing assets."). |
   | Create Asset Contact Relationships | Assign assets to the customer contacts who are responsible for managing those assets. If desired, enable a property that limits access to asset information to just the assigned contacts. For more information, see [Create asset contact relationships](https://servicenow-prod.fluidtopics.net/Vt3yeelwgxTbOJp~AyhVew#c_AssetContactRelationships "Assign an asset to a customer contact who is responsible for managing that asset."). |
   | Create Service Contracts | A service contract contains information about the type of support that is provided to a customer and can include coverage for specific assets. It can also include multiple service entitlements and SLAs. For more information, see [Create service contracts](https://servicenow-prod.fluidtopics.net/H9kjWUCH9jxRTQYB8CL1pw "Service contracts define the type of support that customers receive."). |
   | Create Entitlements | An entitlement defines the type of support that a customer receives as well as the supported communication channels. Entitlements are counted and tracked using two types of units: cases and hours. For more information, see [Configure entitlements](https://servicenow-prod.fluidtopics.net/zPklIxi4NAEq8TYiuaxe9Q "An entitlement defines the type of support that a customer receives as well as the supported communication channels."). |
   | Create Account Teams | Account teams are made up of employees who fulfill specific jobs or roles for a particular account. Create these roles, or responsibility definitions, and then assign them to employees and contacts. For more information, see [Creating an account team](https://servicenow-prod.fluidtopics.net/f25gBzUFJjC_OiiDqWTIaw "Create an account team that is made up of both employees and customer contacts who fulfill the jobs or roles for a particular account in the Customer Service Management (CSM) application. By defining the responsibilities or roles for your team and customer contacts, you make sure that your account team has the roles and functions to support your customer accounts."). |
   [Table 1. Foundation Data configuration tasks]

   {#configure-csm-foundation-data__table_tth_54l_mlb}
{#configure-csm-foundation-data__ol_xbb_kff_vlb}

*[\>]: and then