Product Grid Overview

Product Grid enables you to view all products associated with an account. You can also use Product Grid to add products to the account you're currently viewing.

Tip:

You can right-click a column header to display grouping and sorting actions.

Viewing Products

To refresh the data displayed in Product Grid, click .

Note:

Product Grid is read only.

Filtering Products

Filters enable you to focus the products displayed in Product Grid or the Add Products to Account window so that only the records you want to view are displayed.

To filter products:

1. In the Product Grid or Add Products to Account window, click to open the Filters panel.
2. [Optional] Search for and select the product families you want to filter by.
3. [Optional] Populate any additional filter fields provided by your administrator.
4. Click Apply.
5. Click again to close the panel.

Notes:

• If you click , the filters remain applied.
• Searching in the product and resource look-up fields with an empty search bar now returns all available results.
• If you don't have the appropriate permissions to the fields in the Filters panel, you will not see the corresponding field. Contact your administrator.

Add Products to an Account

Tip:

Easily switch between the accounts available for selection and the accounts you've selected using the Show Selected and Show All buttons.

To add products to an account:

1. Go to Product Grid on the account record page that you want to add products to.
2. Click Add Products.
3. Select the products you want to add to the account or search for a product using three or more characters that appear anywhere in the product's name. To select all available products, select the checkbox in the heading line.
4. Click Add to Account.

Remove a Product from an Account

To remove a product from an account:

1. Go to Product Grid on the account record page that you want to remove a product from.
2. Select the product that you want to remove from the account.
3. Click .
4. Click Remove.

Notes:

• Clicking does not delete the product, it only removes it from the account.
• If you don't have the appropriate permissions, the button does not display. Contact your administrator.

Contract and Asset Information

Product Grid can display the contract line items and assets that an account holds for each product. This enables you to see the commercial and deployed context of a product alongside the product itself, so that you can plan renewals and expansions without opening each related record.

An account can hold several contract line items and several assets for the same product. Product Grid displays one row for each product, and you view the individual records in the Record Details panel. Your administrator can also display the number of contract line items and the number of assets held for each product as columns.

Your administrator controls which contract line item and asset fields are displayed.

Notes:

• To view contract line item information, you must have read access to the Contract Line Item and Service Contract objects. In addition, the Contract Line Item field set must contain at least one readable field.
• To view asset information, you must have read access to the Asset object. In addition, the Asset field set must contain at least one readable field.
• If you don't have the appropriate permissions, the corresponding information is not displayed. Contact your administrator.
• Contract line item and asset information is read only.

Setting Up Contract and Asset Information

Field sets control which contract line item and asset fields display in the Record Details panel. A section is not displayed until an administrator sets up the field set that defines it.

• The Assets section is defined by the Product Grid Asset Fields field set on the Salesforce Asset object. Customer Success Cloud delivers this field set with no fields, so an administrator must add the fields to display. For more information, see Asset Field Sets.
• The Contract Line Items section is defined by a field set that is not delivered with Customer Success Cloud. An administrator must create a field set named Product_Grid_Contract_Line_Item_Fields on the Salesforce Contract Line Item object, then add the fields to display. The name must match exactly and must exclude any namespace prefix.

To display the number of contract line items and the number of assets that an account holds for each product as columns, an administrator selects the corresponding settings in CS Cloud Product Settings. For more information, see Custom Settings.

Note:

Contract line item information is available only in orgs where Entitlement Management is enabled. In other orgs, the Contract Line Items section and the contract line item count are not displayed.

Viewing Record Details

The Record Details panel displays the details of the product that you select, together with the contract line items and assets that the account holds for it.

To view the details of a product:

1. In Product Grid, select the product that you want to view.
2. Click .
3. Expand the Contract Line Items or Assets section to view the individual records.
4. [Optional] To open a record, click its name.

Notes:

• The panel displays the product's family, product code, active indicator, and description. You cannot configure these fields.
• Each section heading displays the number of records that the section contains. Within each section, active records are displayed first.
• A section that contains no records displays a message. A section does not display if its field set contains no readable fields.
• Only one panel is displayed at a time. Opening the Record Details panel closes the Filters panel.

For information about hiding products in Customer Success Cloud, see Setting up Customer Success Cloud.