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Overview

Products are the physical goods or services that a company offers the market. Physical goods are tangible items, such as modems, decoders, antennas or magazines. Services are intangible commodities such as telephony, TV channels, installations, and startup fees. Products can be sold or rented to customers through business transactions such as subscriptions, jobs or activities and can also be awarded to reward participants.

Products features

Products can be created and used across CRM.COM processes (such as billing, rewards, and taking orders)
Products can have a flat structure or multiple components (product bundles)
In contrast to fixed product bundles, flexible bundle products allow customers to create a customized package by selecting from a pool of products
Products from third-party systems can be easily and quickly imported (created and updated) in CRM.COM
The performance of each product can be monitored from its total earned revenue.

Setting Up Products

Configuration > Finance Applications > Products

Product Categories are used to provide a business classification to products and can be used for analysis purposes.

Product Brands are used to identify a specific product or product line by using a distinctive name, such as Samsung or Apple.

Product Families group products with similar physical or functional characteristics, such as decoders or modems.

Meter reading types

Meters are used to measure the consumption of a device (such as its electricity or bandwidth consumption). Types are used to define various kinds of meter readings, as well as the conversion rates that are used during billing.

Configure meter reading types and add them to physical good product types.

The table describes meter reading type characteristics and the qualities meter readings inherit from their type.

Mandatory Configurable

Main Information

Name of the meter reading type

Classification:

One-time: the reading takes place only once
Cumulative: readings depend on the previous readings

Unit of Measurement used for measuring the reading. E.g., liters or gallons.

Policies

Define policies to automatically add a usage service on a subscription by converting the meter reading of an installed item.

Provide a Usage Service for each policy and which Usage Service Catalog the service will be selected from, and the Termed Service of the subscription.

Provide a Conversion Rate used to convert the UoM of the meter reading to the UDR UO, (the entity used to charge the usage service).

Optionally, define a set of Conditions for each policy. If multiple policies apply then the one with the smallest conversion rate will be used.

Product types

Types are used to determine the operational characteristics of products. Through its type, a product can be:

Classified as a good or service
Classified as a bundle product that includes component products
Designated for use in provisioning.

This table describes product type characteristics and the qualities products inherit from their type.

Mandatory Configurable

Classification
Values	Definition	Examples	Usage Conditions
Physical Good	A tangible item that is provided to the customer, such as a camera, decoder or magazine (generally with exclusive ownership); can be traceable or non-traceable.	Modem or remote control	Unconditional
Service	An intangible commodity that is provided to the customer, such as telephony, a TV channel, repair, installation or delivery (generally without exclusive ownership); can be one-off or recurring.	TV channel, video on demand, installation service fee	Unconditional
Physical Good Type
Values	Definition	Examples	Usage Conditions
Traceable	Can be traced through a unique identifier (usually a serial number).	Modem with a serial number	Available for the 'Physical Good' classification.
Non-Traceable	Cannot be traced to a single instance and are measured based on quantity.	Remote control	Available for the 'Physical Good' classification.
Service Type
Values	Definition	Examples	Usage Conditions
Usage	Provided upon customer request and are billed, based on their usage.	A movie (VOD) added on a subscription that will be billed once. A telephone call logged on a subscription billed for 10 minutes.	Available for the 'Service' classification.
Termed	Provided continuously and billed for a recurring period, regardless of usage.	A TV channel added to a subscription and billed on a recurring basis.	Available for the 'Service' classification.
One-time	Provided and billed once, based on duration.	An installation service added to an activity and billed according to how long it took to complete.	Available for the 'Service' classification.
Expense	Provided and billed once, for a fixed amount.	An installation fee added to a job or subscription and billed once for a fixed amount.	Available for the 'Service' classification.
Composition Method
Values	Definition	Examples	Usage Conditions
Flat	A product that consists of a single service or physical good.	A channel, installation service or modem.	Unconditional
Flexible Bundle	A product made up of a variable selection of constituent component products.	A channel bouquet that allows customers to select which channels they want to add.	Available for the 'Service' classification and the 'Termed' type or for 'Physical Good' classification and 'Non-Traceable' type.
Fixed Bundle	A product made up of a selection of constituent component products that are predefined and cannot be specified individually.	A channel bouquet with predefined channels. An installation hardware kit that includes the equipment required to set up a new triple play subscription. E.g., a Roku box and modem.	Available for the 'Service' classification and the 'Termed' type, or for the 'Physical Good' classification.
Can be Provisioned (By third-party providers integrated with the CRM.COM software)
Values	Definition	Examples	Usage Conditions
Enabled	Products of this type are used for provisioning.	A TV channel, VOD or PPV movie, decoder or modem.	Unconditional
Disabled	Products of this type are not used for provisioning.	An antenna or startup fee.	Unconditional
Usage Detail Record (UDR) Type
Values	Definition	Examples	Usage Conditions
All available UDR types	Determines the type of UDR that will be created when a usage service of this type is provided.	A VOD movie, petrol, a telephone call.	Available for the 'Service' classification and the 'Usage' type.
Meter Reading Type
Values	Definition	Examples	Usage Conditions
All available meter reading types	Determines the types of meter reading that will be created when an installed item of this type is created.	An electric measurement instrument.	Available for the flat or fixed traceable 'Physical Good' classification.

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Related configuration areas

The following modules are related to products and may be configured for the products module to operate at its full capacity. Once configured, the modules can be selected from the Manage Products screen.

Module Link	Area	Description
Usage Detail Records	Unit of Measurement	Define the UoMs that will be used when setting up a meter reading type.
Platform	Tax rates	Provide product-specific tax and VAT rates.
Price Plans	Price plans	The price catalogs for products, including their rates (apply to all types except usage services).
Usage Service Catalogs	Usage service catalogs	Catalogs for products that are offered upon customer request and charged based on their consumption. Usage Service Catalogs contain information on pricing and service validity and options for integrating with third-party provisioning systems.
Subscriptions	Subscription types	The available subscription packages, consisting of products, prices, billing rules and provisioning providers combined into a single offering.
Subscriptions	Billing term schemes	Define billing rules for products.
Activities	Activity types	Determine the operational characteristics of an activity. One-time services, e.g., installations, are added to the activity type.
Jobs	Job types	Determine the operational characteristics of a job. Expenses, e.g., an installation service or physical good (traceable or non-traceable, such as a Roku box or an antenna, respectively) are added to the job type.

Using Products

Finance > Product & Pricing > Products > Manage Products

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Product fields

The table describes the sections of the Products Data Entry page and explains how the fields on the page are used.

Mandatory Configurable values.

Main Information		For Classifications and Types
Code: A unique combination of alphanumeric characters used to identify the product across the system Type: Determines the operational characteristics of the product. When a product type is selected, the characteristics tab inherits the characteristics of the type. The available types are filtered based on the classification selected when a new product is created (NEW > Product Classification). To create a new type, click on the 'New' button. The new type will inherit the selected product classification. Brand & Family: Add brand and family to products to categorize them accordingly. To create a new brand or family, click on the 'New' button next to each attribute. Alternative Code: Provide another code with which to identify the product. Description of the product for marketing purposes. Long Description (Optional) Priority Level: A free text field for integer values. The information is used by CRM.COM or third-party systems, such as a portal, to present or handle higher priority products during sales or customer care processes.		All
Product Performance	Click CALCULATE for information on sales in the last 12 months Performance Calculation Period Total Revenue of this Product: Total amount billed (excluding VAT and other taxes) Number of Subscriptions in which the Service is Active: only for termed services first activated within the performance period	Termed services Physical goods
Type Characteristics	A read-only section with product characteristics inherited from the selected type.	All
Categories	Based on specific shared attributes.	All
Product Validity	The period for which the product is available after which it expires. Can be 'Always' or for a specific period (by setting the Valid From and To dates).	All
Components Available for Flexible or Fixed Bundle Types.
Bundle Components	Flexible Bundle product type: Select products, product types or families to make them available to bundles added to subscriptions. Provide the Minimum and Maximum Quantity that can be added from each product type or family. If a specific product is defined, provide the Quantity to be added. Refer to Setting up Flexible Product Bundles. Fixed Bundle product type: Define the products included in the bundles added to subscriptions or jobs. Provide the Quantity of the product added to the bundle. Refer to Allowed Components for Fixed Product Bundles.	Termed services Physical goods
Bundle Restrictions (for Flexible Bundles)	Used to filter bundle components when creating a subscription. Restrict the number of product families and types used as components in the bundle. There are no restrictions if it is left empty. Use Products from Only X Product Families: E.g., if the quantity is set to 1, the components must belong to the same product family. Use Products from Only X Product Types: E.g., if the quantity is set to 2, components can be selected from up to two product types.	Termed services Physical goods
Pricing and Billing
Tax Rates	Used for billing purposes and based on pre-configured rules. The rate of VAT and other taxes are applied based on product type. More codes can be applied by clicking on ADD. Each Tax Code can have multiple VAT and other tax rates associated with it, applied if location conditions are met. Tax rates with Applied enabled are used during billing. Refer to Platform for more information.	All
Billing Term Schemes	Billing terms provide information on the billing of subscription products, such as whether a service should be billed before or after it is used. Through this section, you can view billing term schemes in which the product is included or add products to schemes. For termed services added to a normal billing term scheme, define whether the service is pre-bill or post bill (billed before or after it is used) and whether it should be excluded from deactivation runs (as in the case of free-to-air channels). For termed services added to a prepaid billing term scheme, define whether the service is pre-paid or post-paid (paid before or after it is used). For pre-paid, designate the period that the customer has to pay in advance. Refer to Subscriptions for more information.	Termed services Expense services
Price Plans	Price plans are catalogs with billing rates for services and product. Through this section, you can view price plans in which the product is included or add products to plans. Price plans also include the rate model, base and tiered amount for the product, as well as whether the rate is applied to bundle components. Refer to Price Plans for more information.	All except usage services
Subscription Types	These are the available subscription packages. When a product is created it must be added to a subscription type if it should be offered through it. Through this section, you can view the subscription types that the product is available from and make the product available to a subscription type. If a product is added to a subscription type associated with a billing term scheme in which the product is not included, then the product will be added to the scheme. The billing term scheme will be added in the respective tab (and the information can be updated).	Termed services Expense services Physical goods
Usage Service Catalogs (USCs)	USCs contain rates for products that are charged based on their consumption. Through this section, you can view the USCs that include the product.	Usage services
Discounts	Additive discounts are applied after discounts provided through price plans or usage service catalogs. From the section: View additive discounts applicable to the product in the current period (i.e., additive discount definitions that have the product in their 'Discounted Products' section). Add the product to existing discounts that are not applied automatically. Create new discounts for the product. Refer to Additive Discounts for more information.	All
Providers	Third-party systems with which CRM.COM integrates to provide services to subscriber's TVs. Providers are defined when a product (e.g., a Roku box or TV channel) must be provisioned through them. From the section: View the product's current provisioning providers. Add the product (with its unique ID) to providers for provisioning. Select (at least) one distributor for each provider, through which the product is distributed. The provider is available in the column on the left, and the distributor is selected by checking the 'Applied' box. Refer to Provisioning for more information.	Termed services Physical goods
Job Types	Determine the operational characteristics of a job. Products are added to job types to be available for sale. From this section: View the job types that include the product. Add the product to job types. Define whether it is mandatory to add the specific product to a job type (by selecting the applicable classification). Refer to Jobs for more information.	Expense services Physical goods
Activity Types	Determine the operational characteristics of an activity. One-time services, e.g., an installation, become available by being added to the activity type. From this section: View activity types that include the product. Add the product to activity types. Specify the minimum time that can be spent delivering the service. Specify whether the time can be changed. Specify whether it is optional or mandatory to add the product to activities of this type. Refer to Activities for more information.	One-time services
Stock Balance
View the stock balance of the product across warehouses (and analytically for each warehouse). If the product is also a bundle component, then the number of bundles it is a component of is displayed.		Physical goods
Images & Attachments
Supply up to four images for the product and define one as the default. Also provide alternate text in case the image cannot be displayed. Files & URL: The attachments associated with the Product.		All

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Creating and processing products

Selecting and creating a product

Specify the criteria that match the product you are interested in or use NEW > Product classification from the Actions menu to create a new product. Provide the mandatory information in the products fields table before you SAVE the product.

Modifying a product

Use EDIT from the Actions menu to enter edit mode. Update product fields or add the product to, or remove it from, other CRM.COM entities.

Copying an existing product

The configuration of an existing product can be copied and assigned to a new product in order to save time. The following attributes are assigned to the copied product:

Type
Brand
Family
Description
Product Validity
Categories

Follow the steps below to create a new product by copying information from an existing one.

Click on NEW > COPY from the Actions menu
Provide the remaining required values.

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Synchronizing products

Products can be created or updated in CRM.COM from third-party systems. Products available in third-party systems can be created as CRM.COM products. If the products are already present in CRM.COM, they can be updated (e.g., with a new name or description).

Synchronization is available through WEB API or through the 'synchronize product' process. The process takes a file as an input and either creates new products or updates existing.

The process does not import fixed or flexible bundle products.

Finance > Product & Pricing > Products > Perform Products Synchronization

Define settings for importing products in the synchronization definition. Click on Actions > Submit and select the file with the products. The file must be ready for import and be in one of the following formats:

XML
Excel
CSV

Templates can be used in the preparation of the file and ensure correct formatting. Click on Actions > Download Template

The table describes the sections of the Product Synchronization Definition Data Entry page and explains how the fields in the page are used.

Mandatory Configurable values.

Input Settings
Matching Criteria are used to map CRM.COM products to third-party system products, as identical products might have different codes in the two systems. Matching criteria include a CRM.COM product code or alternative code as a matching field. Update Matching Products forces the CRM.COM product to be updated according to its matching product. If not selected, then the CRM.COM product is not updated and an error is returned.
Default Product Values
Define default values for imported products where a value for each attribute is not specified in the file or not found in the system. Default values must be defined for: Type Family Brand Category VAT Rate Tax Rate Validity Period Only one Tax and VAT rate can be defined when importing a product. Where more than one tax rate is applicable for products of a certain type, the rates are automatically assigned to the product. Validity Period is only applicable for termed and expense service products.
Process Runs
Displays the runs that were executed for the specific definition. Each run includes the products that were processed. In case of an error, its code and description are displayed.

Preparing the import file

Navigate to Perform Products Synchronization and from the Definition's Data Entry page click on Actions > Download Template.

Download the template after you Save the definition and before you Submit.
Select the type of template you wish to download (XML, Excel, or CSV).

The import file must be prepared according to the downloaded template. All three file types include the fields defined in the table below:

Name	Description	Type
Type	Alternative code of the product type	String
Brand	Alternative code of the product brand	String
Tax Rate	Alternative code of the tax rate that will be applied to the product	String
VAT Rate	Alternative code of the VAT rate that will be applied to the product	String
Category	Code of the product category	String
Family	Code of the product family	String
Code	Product code	String
Product Valid To	The date that the product is valid until	Date dd/mm/yyyy hh:mm
Description	The product description	String
Product Valid From	The date that the product is valid from	Date dd/mm/yyyy hh:mm
UDF String 1-16	User-defined fields of type 'string'	String
UDF Float 1-4	User-defined fields of type 'float'	Number
UDF Date 1-4	User-defined fields of type 'date'	Date dd/mm/yyyy hh:mm

Import File Templates

Excel

The file contains one column for each field that can be imported. The first row includes the headers. An Excel template is provided during the import process.

CSV

The file contains one column for each field that can be imported. The first row includes the headers. A CSV template is provided during the import process.

XML

An XML template is provided during the import process. The file has the following structure:

 <products>
    <product>
        <code></code>
        <alternative_code></alternative_code>
        <description></description>
        <type></type>
        <brand></brand>
        <family></family>
        <category></category>
        <valid_from></valid_from>
        <valid_to><valid_to>
        <vat_rate></vat_rate>
        <tax_rate></tax_rate>
        <udf_string_1></udf_string_1>
        <udf_string_2></udf_string_2>
        <udf_string_3></udf_string_3>
        <udf_string_4></udf_string_4>
        <udf_string_5></udf_string_5>
        <udf_string_6></udf_string_6>
        <udf_string_7></udf_string_7>
        <udf_string_8></udf_string_8>
        <udf_string_9></udf_string_9>
        <udf_string_10></udf_string_10>
        <udf_string_11></udf_string_11>
        <udf_string_12></udf_string_12>
        <udf_string_13></udf_string_13>
        <udf_string_14></udf_string_14>
        <udf_string_15></udf_string_15>
        <udf_string_16></udf_string_16>
        <udf_float_1></udf_float_1>
        <udf_float_2></udf_float_2>
        <udf_float_3></udf_float_3>
        <udf_float_4></udf_float_4>
        <udf_date_1></udf_date_1>
        <udf_date_2></udf_date_2>
        <udf_date_3></udf_date_3>
        <udf_date_4></udf_date_4>
        <error_message></error_message>
    </product>
</products>

Applying business flows on products

Offering product bundles

Product bundles make it possible to offer a combination of component products for sale as one package. Flexible bundles allow the customers to customize the contents of the package by selecting components.

Four types of product bundles can be created:

Flexible Termed Services Bundle: The user defines a selection of available services (e.g., channels) that the customers can choose from to add to their subscription.
Fixed Termed Services Bundle: The available components (e.g., channels) are predefined. This is convenient for provisioning, as a single request is sent to the provider.
Fixed Traceable Physical Goods Bundle: A physical good with a traceable serial number and predefined components. For example, an installation kit that includes a modem and decoder provided to customers as a set. The agent refers to the bundle by its unique serial number and not the serial numbers of its components.
Fixed Non-Traceable Physical Goods Bundle: A physical good with predefined components and no serial number. For example, an installation kit that includes a satellite dish and remote control.
Flexible Non-Traceable Physical Goods Bundle: The user defines a selection of available goods (e.g., channels) that the customers can choose from.

Allowed components for product bundles

The constituent components of product bundles created in the system must be defined along with possible restrictions. The components that can be added depend on the bundle type.

Bundle Product Type	Allowed Products
Termed Service	Termed Service
Traceable Physical Good	Traceable Physical Goods Non-Traceable Physical Goods
Non-Traceable Physical Good	Non-Traceable Physical Goods

Setting up fixed product bundles

To create a fixed product bundle the constituent components and their quantity must be defined. Agents and customers adding the bundle to a subscription cannot affect its components.

Setting up flexible product bundles

Flexible product bundles allow agents and customers to select constituent components, subject to possible restrictions established when creating the bundle. The products, product types and product families available when adding a bundle to a subscription can be defined through the product's Components tab. A minimum and maximum quantity that can be added from each of the three categories (products, families, and types) can be defined.

Make sure the rules do not contradict each other, as in the example configuration below:

Product	Product Type	Product Family	Min Quantity	Max Quantity
Gold (Type = Subscription Package) (Family = Local)			1	1
Silver (Type = Subscription Package) (Family = Local)			1	1
	Subscription Package		1	1
		Local	1	1

If both products are selected and added to the subscription, all added records are validated and a conflict is created. While the minimum quantity (1) of the specific product type and family is validated, the products cannot be added, as the maximum quantity is also '1'.

Alternatively, select a single option when making component configurations.

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Products Business Examples

Configuring products for new subscription offer

Scenario 1.

Company ZX has introduced a new series of products through its current Streaming TV campaign. Subscribers will need to get a ZX streaming device for content and will be charged a switch and installation fee (if required).

Solution

Provided that the subscription type, provisioning provider, billing term schemes, price plans and discounts are already set up, create the new products:

Products

Create each new product by clicking on NEW (from the Manage Products page). Select the appropriate product classification and the product type. Click on 'New Product Type' if necessary, to create a new type. Refer to the table below for instructions on how to set up each product type.

Product Type	Classification	Physical Good Types	Service Type	Composition Method	Used for Provisioning	Products	Product Example
PPV & VOD	Service		Usage	Flat	Yes	Create the VOD and PPV events that will be offered.	Mad Max, Seven, Game of Thrones, Champions League
Subscription channels	Service		Termed	Flat	Yes	Create the channels that will be available for selection.	Euronews, CNN, National Geographic, Al Jazeera, Russia TV, FOX News
Streaming players	Physical Good	Traceable		Flat	Yes	Create the streaming players that will be available.	Roku box
One-time charges	Service		Expense	Flat	No	Create the fee subscribers will be charged for switching to stream TV.	Switch fee
Hourly charges	Service		One-time	Flat	No	Create the installation fee that subscribers will be charged for installation.	Installation service

Once the product types are created and their basic information is defined, add the product to the following entities through the Pricing & Billing tab:
Termed Services (Channels) and Expenses (Switch Fee)
1. Define additional tax rates for the product, if necessary.
2. Select billing term schemes for the product and define whether it will be:
  1. billed before or after it is used
  2. paid before or after it is used
  3. excluded from deactivation (for free to air channels).
3. Select the price plans the product should be billed from and provide a rate.
4. To offer the product at a discount, add it to existing, or create new, discounts.
5. Select and add the products to subscription types.
6. Select and add the termed service products with their provisioning ID to the provisioning provider.
Usage Services (PPV and VOD)
1. Define additional tax rates (if any) for the product.
2. To offer the product at a discount, add it to existing, or create new, discounts.
3. Select and add the termed service products with their provisioning ID to the provisioning provider.
4. Add usage services to their Usage Service Catalogs (from the respective screen).
One-time Services (Installation service fee)
1. Define additional tax rates for the product, if necessary
2. Select the price plans the product should be billed from and provide a rate
3. To offer the product at a discount, add it to existing or create new discounts
4. Add the Activity types from which the installation service fee will be applied.
Physical Goods (Roku box)
1. Define additional tax rates (if any) for the product.
2. Select the price plans the product should be billed from and provide a rate.
3. To offer the product at a discount, add it to existing or create new discounts.
4. Select and add the products to subscription types.
5. Select and add the product to its provisioning provider
For each termed and usage service, provide an image which will be available through the Images & Attachments tab.

Notes

If you are using a previous release, view CRM.COM Release Changes.
Use the Products WEB API to view available products from an external system, such as a customer portal. View the Products WEB API for a complete list of actions available through the WEB API.

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Glossary

CRM.COM Term	Definition
Job	A small project initiated by the operator for customers, involving the delivery and billing of services, products, and activities. Customer requests and orders, such as that for a new subscription, can be initiated and registered through a job.
Subscription	A collection of customer services billed on a recurring, usage or one-time basis.
Activity	A small task or action that is either stand-alone or must be completed as part of a larger project.
Communications	Log interaction between customers and agents. Communications can support multiple communication media such as email, SMS, telephony, post, and others.
Provisioning Distributor	An abstract layer used in CRM.COM to relate subscription services (e.g., broadband service) and subscription associated devices (e.g., modems) to a provisioning provider and to define what services will be available from each device (if more than one is available on a subscription).

CRM.COM Manual

Products

Overview

Products features

Setting Up Products

Meter reading types

Related configuration areas

Using Products

Product fields

Creating and processing products

Selecting and creating a product

Modifying a product

Copying an existing product

Synchronizing products

Preparing the import file

Import File Templates

Excel

CSV

XML

Applying business flows on products

Offering product bundles

Allowed components for product bundles

Setting up fixed product bundles

Setting up flexible product bundles

Products Business Examples

Glossary

Related Links