Internal Business Location form

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Internal Business Location form

    The Internal Business Location (IBL) form in the Customer Service Management (CSM) application within the Service Model Foundation enables ServiceNow customers to manage detailed information about internal business locations. This includes managing staff assignments, customer cases, sold products, and install base items linked to specific locations. The form helps structure internal business data to improve service delivery and case management.

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    Key Features

    • Fields: The form contains fields such as a unique location number (prefixed by IBL), location name, manager (restricted to internal users), parent location for hierarchical structuring, address details (street, city, state/province, postal code), customers served (with options for all customers or criteria-based selection), website, email, and phone number.
    • Customers Served Configuration: Allows defining whether staff can manage cases for all customers or only those meeting specific criteria linked to the service organization.
    • Related Lists: The form includes multiple related lists that provide a comprehensive view and management capabilities for:
      • Members: Internal users assigned as staff who can create and manage cases for their location.
      • Internal Business Locations: Records of other internal business locations to establish hierarchies or relationships.
      • Service Organization Customer Criteria: Customer support configurations for the location.
      • Cases Assigned to Location: Cases created for or assigned to this business location.
      • Account, Consumer, Household Staff Relationships: Staff relationships with accounts, consumers, or households managed via designated responsibilities.
      • Sold Products and Install Base Items: Products and install base items linked to customers at the location.

    Practical Use for ServiceNow Customers

    By using the Internal Business Location form, ServiceNow customers can organize and manage internal business locations efficiently, ensuring the right staff have access to relevant customer cases and information. This structure supports hierarchical location management and precise customer service targeting based on defined criteria. The related lists enable comprehensive tracking of staff roles, customer interactions, and product/service assets associated with each location.

    Customers can expect improved case management accuracy, streamlined staff responsibilities, and better alignment of service operations with internal business geography and organizational structure by leveraging this form.

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

    Table 1. Internal Business Location form fields
    Field Definition
    Number Automatically generated number of the internal business location. By default, the location numbers start with the prefix IBL.
    Name Name of the internal business location.
    Manager Manager of the internal business location.
    Note:
    Only internal users can be added as managers for the internal business locations.
    Parent Internal Business Location Business location that can have a parent internal business location. Use this field to create a parent-child hierarchy.
    Street Street address of the internal business location.
    City City in which the internal business location lives.
    State/Province State or province in which the internal business location lives.
    Zip/Postal code ZIP code or postal code for the internal business location.
    Customers served Customers that are served at a business location. The customers served can be defined with two options:
    • All Customers: Allows service organization staff to create and resolve issues for all the customers.
    • Criteria-based: Allows service organization staff to create and resolve issues only for customers associated to the service organization using a criteria.
    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.

    Internal business location related lists

    The Internal Business Location form includes the following related lists.
    Table 2. Internal business location related lists
    Related list Description
    Members Internal users (users with the snc_internal role) 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, see Add staff members to a business location.
    Internal Business Locations List of internal business location records.

    For more information, see Create an internal business location.
    Service Organization Customer Criteria List of customers that are supported by an internal business location.

    For more information, see Define the configuration type for customers or business locations.
    Cases Assigned to Location Cases that have been created and assigned to this location.

    For more information, seeCreate and manage cases for a business location.
    Account Staff Relationships Relationships that have been created between staff members and accounts at this location.

    Create account staff relationships by using the Account Manager responsibility.

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

    Create consumer staff relationships by using the Relationship Manager responsibility.

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

    Create household staff relationships by using the Relationship Manager responsibility.

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

    For more information, 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, see Create and manage install base items for a business location.