---
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


---

# Define the service configuration type

# Define the configuration type for customers or
business organizations {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Define the configuration type to provide service to customers or business organizations (formerly
business locations) within any service organization (SO)
using the Customer Service Management (CSM) application.

## Before you begin

Role required: admin, sn_customerservice_manager, sn_customerservice.svc_location_manager, sn_customerservice.svc_location_manager_contributor, and sn_bus_loc.location_relationship_manager  
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.").

## Procedure

1. Navigate to AllCustomer ServiceBusiness OrganizationsInternal or External Organizations.
2. Select the desired internal or external organizations (formerly internal or external business locations) record and go to the Configurations tab.
3. Select the configuration type based on whether you intend to provide service to customers or business organizations (formerly business locations) within any service organization.

   | Configuration type | Description |
   | Customers served | Customers that are served at a business organization. The customers served can be defined with 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-customer-criteria-to-service-organization__ul_y4p_42q_1cc} |
   | Business locations served | Internal or external organizations that are served by a business organization. The business organizations served can be defined with three options: * None: Exclude support for any other business organization. * Hierarchy-based: Enables location support agents to create and resolve cases for formerly service organizations through hierarchical relationships. In other words, it's a service organization relationship where a business organization serves every business organization within its hierarchy. For example, regional support agents. * Criteria-based: Enables location support agents to create and resolve cases for service organizations that meet the defined criteria. For example, shared services. {#associate-customer-criteria-to-service-organization__ul_yjd_4mq_1cc} |
   |-|-|

   {#associate-customer-criteria-to-service-organization__choicetable_tgr_32q_1cc}
4. Select Update.

## What to do next

Once the configuration is defined, you can associate your customers or business organizations
to a service organization. For more information, see [Associate customers or business organizations to a service organization](https://www.servicenow.com/docs/u0Dbxc4papSabPK8Rgsr_A "Associate your customers or business organizations (formerly business locations) with a service organization (SO) using the Customer Service Management (CSM) application. By linking customers or business organizations (formerly business locations) to the service organization, staff can create or resolve cases for customers and locations raised by other business organizations.").

*[\>]: and then