Service Model Foundation cases

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Service Model Foundation Cases

    The Service Model Foundation allows location agents and location consumer agents at a business location to create and manage cases for accounts, contacts, consumers, and households. This functionality enables staff to view customer information, create new cases, and update existing ones, streamlining case management at specific locations.

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    Key Features

    • Case Creation and Management: Agents can create and update cases directly related to their business location.
    • Service Organization Field: Automatically populated with the agent’s business location upon case creation. This field is crucial for controlling access to cases.
    • Access Control: Case access is determined by the Service Organization field, allowing only authorized staff to manage cases.
    • Consumer Case Access: Different consumer roles have specific access rights, enabling them to manage their own cases or those of household members.

    Key Outcomes

    By utilizing the Service Model Foundation, ServiceNow customers can effectively manage cases tailored to their business locations, ensuring that the right personnel have access to the appropriate information. This structure enhances operational efficiency and improves customer service by allowing both staff and consumers to efficiently manage case workflows based on their roles and locations.

    Location agents and location consumer agents at a business location can create cases for accounts, contacts, consumers, and households.

    Staff members with the location agent or location consumer agent role can do the following:
    • View information for the customers at their location.
    • Create cases for accounts, contacts, households, and consumers.
    • Update cases created at their location.
    • Create consumers.

    Case location

    A case belongs to a business location. When a case is created by a location agent or manager, the Service Organization field on the Case form is automatically updated with the business location to which the agent or manager belongs. If the case is reassigned, this field is updated to that of the new agent or manager.

    If the location agent or manager belongs to multiple locations, the Service Organization field can be kept empty. When you fill in this field, select carefully as the service organization controls a location agent's access to cases.
    Note:
    A case can belong to only one business location.

    The Service Organization can be set manually for a new case or changed for an existing case. Changing the Service Organization doesn’t change the assigned agent.

    Case access

    Case access is controlled by the business location in the Service Organization field on the Case form. The following users can access cases:
    • Staff members at the business location with the location agent or location consumer agent role.
    • Managers at the business location with the location manager role.
    Cases for a business location are added to the Cases related list on the internal or external business location form.
    • When a case is created, the service organization on the case is the service organization of the user who creates the case.
    • When a case is assigned to an agent, the service organization on the case is updated to the service organization of the assigned agent.
    Note:
    Only external staff with the location agent can act as fulfillers. For more information, see External business location (EBL) as a fulfiller.
    Table 1. Case access for consumers
    Consumer type Case access
    Consumer Can manage their own cases.
    Head of household Can manage cases for all household members.​
    Authorized representative, regardless of household Can manage cases for the consumer they represent​.
    Authorized representative, inside of household Can manage cases for the consumer they represent as long as both are current members of the household.​
    Table 2. Case access for users
    User Required role Case access
    Location manager Location manager Can manage the cases in their location hierarchy.​
    Location staff member

    Location agent

    Location consumer agent

    		 Can manage the cases in their locations.
    Account manager Relationship agent Can manage cases for their accounts.
    Consumer relationship manager Relationship agent Can manage cases for their consumers.
    Household relationship manager Relationship agent Can manage cases for their households.