---
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


---

# Data management for Customer Service Management

# Data management for Customer Service Management {#ariaid-title1}

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

Organize and manage the data for both your internal users and external customers by using the Customer Service Management application. You can provide your managers and agents with a view of the customer data, including the account and contact or consumer information, products and services, assets, contracts, and
entitlements.

## Customer service business model {#csm-data-management__section_e1d_rtr_bwb}

Different business models are available to support your goals and business needs in the Customer Service Management application. The business models vary depending on the products, services, and support that you provide to your customers. With the right model for your business, you can answer queries, solve issues,
and provide consistent and high-quality service that focuses on increasing your customer satisfaction.

To learn more about the customer service business model, see [Customer service business models](https://servicenow-prod.fluidtopics.net/HR16hTrnxuC9c90akcmwoQ "Customer Service Management provides different business models that you can use to support your business needs. Select a business model based on the type of services and support that you provide to your customers.").

## Customer data {#csm-data-management__section_jnd_sd4_2yb}

Customer data includes information about the customers who are external to your organization, such as names and addresses, telephone numbers, and email addresses. In the business-to-business (B2B) business model, customer data
includes details about accounts and contacts. In the business-to-consumer (B2C) business model, it includes details about consumers and households. Maintaining accurate customer data enables your agents to communicate with
customers quickly and easily.

To learn more about the customer data, see [Customer data](https://servicenow-prod.fluidtopics.net/OtyNwEFpS3mvNIcANrkQ~A "Customer data consists of information about people who are not part of your organization, including accounts, contacts, consumers, and households.").

## Product data {#csm-data-management__section_vqr_sd4_2yb}

Product data includes information about the products and services that an organization provides to its customers. This data can include information about products and product models, assets, sold products, install base items,
and installed products. When assisting customers, your agents can quickly select the correct product data, add the details to case records, and view information related to the product data such as knowledge articles and resolved
cases.

To learn more about the product data, see [Product data](https://servicenow-prod.fluidtopics.net/EeevIbSoB3vEYcUpCRpQiw "Configure product data for Customer Service Management including product models, sold products, install base items, and installed products.").

## Contributor users {#csm-data-management__section_lbf_td4_2yb}

Contributor users enable you to engage both internal and external users to assist in resolving customer issues and requests.

To learn more about the contributor users, see [Contributor users](https://servicenow-prod.fluidtopics.net/ue5OZtbRb_X~W2yn67uzgg "With contributor user role, you can engage both internal and external users to resolve the customer issues and requests. This functionality is applicable to the users, recorded within the User (sys_user) table who possess either the snc_internal or snc_external role and external users, recorded within the Service Organization External Staff (sn_csm_service_organization_external_staff) table who possess snc_external role.").

## Service Model Foundation {#csm-data-management__section_icy_h5r_bwb}

Service Model Foundation refers to a set of pre-designed business and technical data frameworks that meet the business needs of a particular industry. Service Model Foundation provides the core framework, security, and guidance to the model entities in the customer service value chain across the industry verticals. By using these models, you can provide
positive experiences for your customers, agents, and middle office workers as they execute the customer service processes.

To learn more about the Service Model Foundation, see [Service Model Foundation overview](https://servicenow-prod.fluidtopics.net/MDQtEzBFniGO_fky74bgrA "Service Model Foundation provides a framework enabling customers to model and manage their operational hierarchy of the entities involved in offering CRM functions likes sales and customer service in alignment with their business needs.").

## Internal user data {#csm-data-management__section_b1y_td4_2yb}

Internal user data includes the information about the people within your organization, such as managers, agents, and other employees. Internal users can belong to different user groups and can be assigned roles as customer and
consumer service agents and managers.

To learn more about the internal user data, see [Internal user data](https://servicenow-prod.fluidtopics.net/IUUJQvbhRAFQEBBPjUnf4A "Internal user data includes information about the users who are internal to your organization, such as managers, agents, and other employees. Internal users can also belong to user groups.").

## Business stakeholders for Customer Service Management {#csm-data-management__section_fd4_5d4_2yb}

Business stakeholders are users who are directly involved in your customer service processes. They can create, view, and approve cases and requests across your organization.

To learn more about the business stakeholders, see [Business Stakeholder for Customer Service Management](https://servicenow-prod.fluidtopics.net/txZvPL5RS_~IZ_YYp01MbQ "Business Stakeholder for Customer Service Management includes plugins and roles that provide access to business stakeholder features.").

## Customer Access Management {#csm-data-management__section_ng2_mhl_b1c}

Customer access management supports multiple related parties (contacts, consumers, and internal users) in handling cases, sold products, and install bases by providing them with varying levels of access. Additionally, it
facilitates tracking and collaboration on specific cases and products for related parties, allowing for the naming of relationships. Related parties associated with a product can not only view the product but also track all of
its cases.

To learn more about customer access management, see [Configure customer access management](https://servicenow-prod.fluidtopics.net/HAZTw_7kvriRFuJXCxBB6Q "Ensure that the customer access management is set up correctly for the user by completing all configuration tasks using the Customer Service Management (CSM) application.") and [Using customer access management](https://servicenow-prod.fluidtopics.net/Qyf_WITJzLOkQkx9pZwoQw "Learn how customers, contributor users, and customer service agents use customer access management.").

## Install Base Management {#csm-data-management__section_r1w_dsd_sbc}

Use install base management to capture a customer's use or purchase of a product across
any industry with the Customer Service Management application. You can track the
products and services that are installed at the different customer locations. For
example, you could learn how many products are at a location, who has the product, and
how it's being used.

Install base supports all the industry verticals across tangible and intangible goods,
providing expansion opportunities into post-sales support for any industry vertical.​
For example, in the banking industry, the install base could be an automated teller
machine (ATM). Let's say that an ATM inside a grocery store isn't working. That means, a
repair request would have to be created to fix it.  
The key benefits of using install base management include:

* Tracking the products and services that have been purchased by a customer.
* Upselling and cross-selling other products from your product catalog. By knowing which products the customer already has installed makes it easier to upsell and cross-sell other products.
* Knowing how the product is being used makes it easier for the field technician to service the product.
* Fixing issues more quickly leads to a great customer experience.
* Keeping a record of the installed base items enables you to maintain and replace the items more quickly.
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