---
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


---

# Create a service definition

# Create a service definition {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read

Create a service definition record in the Customer Service Management (CSM) application to establish connections between products, services, and case types.

## Before you begin

Role required: sn_csm_case_types.service_definition_manager, sn_csm_case_types.service_definition_admin, or admin

## About this task

A service definition record stores the details about a service that is provided to customers. You can create service definitions for the types of services that are required to support your products and for cases, case types, and
case tasks.

After creating a service definition, you can associate the service definition with a product. By associating one or more related services with a service definition, you can create parent-child relationships between the service
definitions.

You can also create relationships between the service definition and other related services. For example, you can create a service definition for a case and then create one or more service definitions for your case tasks.
Afterward, you can establish a relationship between the case service definition and the case task service definitions.

## Procedure

1. Navigate to AllCustomer ServiceAdministrationService Definitions.
2. Select New.
3. In the Name field, enter a name for the service definition.
4. If necessary, modify the information in the ID field.  
   The system auto-populates the ID field with the name of the service definition and replaces the spaces with underscores. The ID can contain alphanumeric characters and underscores and can be up to 40 characters in length.  
   Note:  
   The value in this field must be unique.
5. In the Table field, select the table that the service definition is available for.  
   For example, if the service is available for the onboarding case type, select the Onboarding Case \[sn_onboarding_case\] table.
6. **Optional:** In the Customer service type field, select a service type for the service definition.  
   A service type enables the system to show the following type of services based on the context:
   * Pre-sale
   * Post-sale
   * General
   {#create-csm-service-definition__ul_grn_2v3_fwb}
7. **Optional:** In the Playbook record generator field, select a playbook record generator.  
   If a service definition has an associated playbook, the agent can use the playbook in a tab on the case record. For more information, see [Associate a playbook with a service definition](https://servicenow-prod.fluidtopics.net/4uCvTO9bZ1HHwRg4~LqmGQ "After creating a service definition, you can associate a playbook with the definition.").
8. **Optional:** In the Image field, select an image for the service definition.  
   Service definitions appear in the case type selector in a card view. The image appears in the card for a service definition along with the name and description.
9. **Optional:** In the Default table field values field, select one or more fields and values.  
   Configure the default values for the fields in the target table for service definitions. When a record is created for this table, the system uses these values to automatically fill in the record fields. For more information, see [Configure default field values for a service definition](https://servicenow-prod.fluidtopics.net/nUvh_N9BTdytwUhbzwowtA "Configure default values for fields in a service definition's target table. When a record is created for this table, the system uses these values to auto populate record fields.").
10. **Optional:** In the Order field, add an order value for the service definition.  
    This value determines the order in which the services are displayed in the case type selector or other workflows. Service definitions with the lowest order value are displayed first. The default value is 100.  
    * Service definitions with no order value appear after the ordered service definitions. These service definitions have the lowest priority.
    * If one or more service definitions have the same order value, the system displays the service definitions in alphabetical order.
    {#create-csm-service-definition__ul_r2m_jmc_1zb}
11. **Optional:** Enable the Active check box.
12. **Optional:** In the Description field, add a description of the service definition.  
    Service definitions appear in the case type selector in a card view. The card includes the name, description, and image for a service definition. Customer service agents can search for services by entering keywords found in the service definition name and description.
13. Select Submit.  
    The service definition is added to the Service Definitions list.  
    Upon save, the service definition record includes the following related lists:
    * Product Service Relationships
    * Catalog Service Relationships
    * Service to Service Relationships
    * Service Definition Category Relationships
    * Reports
    {#create-csm-service-definition__ul_dq1_tc2_rzb}

## Result

After creating a service definition, you can perform the following configuration tasks:

* [Associate one or more products with a service definition](https://servicenow-prod.fluidtopics.net/ulvtmOhRvWy~RGubpNkNcA "After creating a service definition, you can associate one or more product models or sold products with the definition.")
* [Create a service definition category](https://servicenow-prod.fluidtopics.net/Crm1q3_afNb~6KXPlVq_Gg "Create a service definition category record in the Customer Service Management (CSM) application. Then use the category to create logical groupings of service definitions.")
* [Associate a product with a service definition](https://servicenow-prod.fluidtopics.net/ulvtmOhRvWy~RGubpNkNcA "After creating a service definition, you can associate one or more product models or sold products with the definition.")
* [Associate a case type with a service definition](https://servicenow-prod.fluidtopics.net/_j9l8t9NVbhmf~PR60u46g "After creating a service definition, you can associate a case type with the definition.")
* [Associate a playbook record generator with a service definition](https://servicenow-prod.fluidtopics.net/4uCvTO9bZ1HHwRg4~LqmGQ "After creating a service definition, you can associate a playbook with the definition.")
* [Associate a service definitions to a service definition category](https://servicenow-prod.fluidtopics.net/5NSMx3DKdRAHKXN8QBpQaA "After creating a service definition category, you can associate one or more service definitions with the category.")
* [Configure default field values for a service definition](https://servicenow-prod.fluidtopics.net/nUvh_N9BTdytwUhbzwowtA "Configure default values for fields in a service definition's target table. When a record is created for this table, the system uses these values to auto populate record fields.")
* [Configure catalog items for a service definition](https://servicenow-prod.fluidtopics.net/bBNBtiii3nqUISKwiDCjuA "After creating a service definition, you can associate one or more catalog items with the definition.")
* [Configure related services for a service definition](https://servicenow-prod.fluidtopics.net/Qba4HY3cyef7H7XXV1Ls9Q "After creating a service definition, you can associate one or more related services with the service definition. This creates a parent-child relationship between service definitions.").
* [Associate service organizations with a service](https://servicenow-prod.fluidtopics.net/MBi~noiqBvT7jWBrouyTEA "Associate your service organizations with a service by using the Customer Service Management (CSM) application. With this association, your service organization (SO) staff can address customer queries for products and services offered at the business location and can raise a case on the behalf of the customer.").
* [Add a case type to the Case interceptor](https://servicenow-prod.fluidtopics.net/10d6so~1GgK~tDGXjpnxew "In the Core UI, the Case interceptor lists the types of customer service cases that an agent can create. If you create a case type and you want that case type to appear in the Case interceptor, you need to add it to the Case interceptor configuration.").
{#create-csm-service-definition__ul_qls_1w3_fwb}

*[\>]: and then