---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Agent assistance for your business location staff

# Agent assistance for your business location staff {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Customer service agents receive chat requests from your business location staff on the CSM Agent Workspace. These agents can assist your staff members to resolve issues and manage their cases more efficiently if your staff members fill out a pre-chat survey first.  
Important:  
Some table and field labels have been changed across recent releases. For a mapping of former labels to current labels, see [Service Model Foundation renamed Entities](https://www.servicenow.com/docs/GOd50bOlCGACQLLY5iN1tA "The renamed entities display several Service Model Foundation entities that are renamed, including the previous and current names.").

The customer service agents have visibility into the ongoing requests and case statuses. The agents can efficiently handle the issues from the staff members of a business location.  
After an agent accepts an incoming chat request, the Requestor Organization (formerly Requesting service organization) field on the Interaction form that the agent sees is automatically filled in with the business location that a staff member selected during the pre-chat survey. To learn more about the pre-chat surveys, see [Define pre-chat survey configurations](https://www.servicenow.com/docs/access?context=ac-configure-pre-chat-surveys&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).  
Note:  
The Number, Type,State, and Assigned to fields on the Interaction form are filled by default. To learn more about the fields, see [Create cases for a business organization in the Business Organization Support Portal](https://www.servicenow.com/docs/CDpmP7e_mOn4SaVW1Isjsg "As a staff member with the location agent role, create and manage cases for your business organizations (formerly business locations) from the Business Organization Support Portal (formerly Business Location Service Portal).").

The Open Cases and Recent Interactions related lists on the Interaction form shows a list of the active cases and interactions for the requesting service organization.

A resolution is also provided by interacting with the user. For further assistance, an agent can create a case or link the discussion to an existing case. The Requestor Organization

field is populated by default when a case is created from an interaction.
**Related tasks**   

* [Chat with Virtual Agent from the Business Organization Support Portal](https://www.servicenow.com/docs/Oie8wV4NKD8x5ovkJck3dA "Provide the information needed about a case and its resolution by completing a pre-survey on the Business Organization Support Portal (formerly Business Location Service Portal). This pre-chat survey lets the customer service agent or Virtual Agent know your location and key case details, so you don’t have to repeat them.")