External Business Location form

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 5 Minuten Lesedauer

    • In the Customer Service Management (CSM) application, the Service Model Foundation uses the External Business Location (EBL) form to store information about an external business location. This information includes the staff members assigned to that location, cases, sold products, and install base items created for customers.

    Tabelle : 1. External Business Location form fields
    Field Definition
    Number Automatically generated number of the external business location. By default, location numbers start with the prefix EBL.
    Name Name of the external business location.
    Type Type of organization. Select any one of the following:
    • Business location: Physical location of a business where a business operates
    • Business group: An organization that might also consist of a collection of parent and child companies operating as a single entity.
    Business function Type of functions offered at a business location. Select the following business function:
    • Service: Select this type if a business location provides service-related functions, such as providing support, or resolving cases for accounts, consumers, or other business locations.
    • Sales: Select this type if a business location provides sales-related activities, such as creating or managing orders, generating quotes, handling opportunities or leads, managing pricing, offering product recommendations, or supporting account-based selling for accounts, consumers, or other business locations.
    • Service and Sales: Select both service and sales if the business location is providing both service-related and sales-related activities.
      Hinweis:
      You can create and manage orders and cases by selecting both types of business functions.
    Manager Manager of the external business location.
    Hinweis:
    Both internal and external users can be added as managers for external business locations.
    Parent Business Location Parent of the business location. Use this field to create a parent-child hierarchy.
    Street Street address of the external business location.
    City City where the external business location is located.
    State/Province State or province where the external business location is located.
    ZIP/Postal code ZIP code or postal code for the external business location.
    Customers served Types of customers who are served at a business location. Customers served can be defined using two options:
    • All Customers: Enables service organization staff to create and resolve issues for all the customers.
    • Criteria-based: Enables service organization staff to create and resolve issues only for customers associated with the service organization using a criteria.

      Associate a channel partner to add roles in the Service Organization tab.
    Website Web address for the internal business location.
    Email Email ID used by the internal business location.
    Phone Phone number for the internal business location.
    Open date Date on which the business location becomes operational and available for customers.
    Close date Date on which the business location becomes non-operational and unavailable for customers.
    Hinweis:
    The closed date must not be earlier than the open date.
    Status Current status of the business location whether In progress, Operational, non-operational, or closed.
    Description Description of the business location.

    External business location related lists

    The External Business Location form includes the following related lists.
    Tabelle : 2. Related lists for the External Business Location form
    Related list Description
    Members Internal and external users who have been added as staff members at this business location.
    • Staff members can create cases for customers at their business locations.
    • Staff members can access customer cases and information where the Service Organization field on the Case form matches their business locations.

    For more information about adding staff members to an external business location, see Add staff members to a business location.
    Child External Business Locations List of external business location records.

    For more information about creating external business locations, see Create an external business location.
    Assignment Groups List of all associated assigned groups of the internal business location.

    For more information, see Setting up assignment groups.
    Available Services List of services supported by the business location.

    For more information, see Setting up products and available services at a business location.

    Customer Projects

    List of all projects assigned to the business location. Select a project to see Project Tasks, Sub Projects, and Cases assigned to the project.

    Hinweis:
    • A location manager can see projects of their respective and child business locations. To learn more about roles, see Service Model Foundation roles.
    • A list of project tasks under the customer project tab is visible only if the Visible to Customer is selected during project task creation.

    To learn more about project creation, see Create customer projects.

    To learn more about project task creation, see Create a project task from a project.

    Organization Customer Criteria

    		 List of customers supported by an external business location.

    For more information about associating customer criteria to an external business location, see Define the configuration type for customers or business locations.
    Cases Requested by Location Cases that have been created and requested by this location.

    For more information about assigning cases to an external business location, see Create and manage cases for a business location.
    Cases Assigned to Location Cases that have been created and assigned to this location.

    For more information about creating and managing cases, see Create and manage cases for a business location.

    Hinweis:
    This tab appears only if the business function is set as Service.
    Account Staff Relationships Relationships that have been created between staff members and accounts at this location.

    Account staff relationships are created using the Account Manager responsibility.

    For more information about creating an account staff relationship, see Create an account staff relationship.
    Consumer Staff Relationships Relationships that have been created between staff members and consumers at this location.

    Consumer staff relationships are created using the Relationship Manager responsibility.

    For more information about creating a consumer staff relationship, see Create a consumer staff relationship.
    Household Staff Relationships Relationships that have been created between staff members and households at this location.

    Household staff relationships are created using the Relationship Manager responsibility.

    For more information about creating a household staff relationship, see Create a household staff relationship.
    Sold Products Sold products that have been created for customers at this location.

    To learn more about creating and managing sold products for an external business location, see Create and manage sold products for a business location.
    Install Base Items Install base items that have been created for customers at this location.

    For more information about creating and managing install base items for an external business location, see Create and manage install base items for a business location.