0
2.4.1
Australia
Standalone Application
The Service Organization application enables organizations to define and manage service entities — including internal teams, external partners, and business locations — that deliver customer service in a structured way.
It integrates with the Customer Service Management data model to represent business units, service centers, and outsourced partners as service organizations or locations.
With this capability, enterprises can model their service delivery footprint, link service teams to accounts and sold products, assign staff members, and provide appropriate access in CSM workflows. This foundation supports role-based access and location-aware case routing and fulfillment.
- Service Organization Modeling
Create and manage organizational entities representing service teams or business locations that deliver customer support. - Structured Business Locations
Maintain internal and external service locations (such as support centers, branches, or partners) with dedicated contact points and staff. - Role-Based Access & Security
Assign roles (such as service organization contributor or location manager) to internal and external staff to control data visibility and actions linked to service orgs. - Staff & Relationship Management
Associate employees and external partners to specific service organizations and business locations for efficient staffing and case response. - Integration with CSM Workflows
Enables case creation, routing, and fulfillment that respects service organization hierarchies and relationships. - Install Base & Sold Product Tracking
Link products and services sold at each service organization to better support customers in context.
New
- None
Changed
- Renamed Service Model Foundation entities to improve clarity and maintain consistency across the platform. Please refer to ServiceNow Documentation for the label changes. Eg: "Service Organization" is renamed to "Organization Core", "Service Organization Criteria" is renamed to "Organization Criteria".
Fixed
- None
Removed
- None
Required Plugins
- Customer Service (com.sn_customerservice)