---
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


---

# Service organization install base

# Service organization install base {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Extend proactive customer support to the Service Model Foundation by tracking products and services at service
organizations.  
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.").

Business Organizations (formerly Business locations) are
extensions of a service organization and are critical to delivering customer service. They enable support for businesses that interact with customers through physical channels such as stores and branches, franchises, and
dealerships. Business Organizations are often considered the face of a business, where consumers engage for
information and purchase, as well as post-sales and ongoing support.

Businesses have multiple products installed at these locations to serve their customers. In the
past, there was no easy way for companies to track and manage these products and services. It was
only possible to track products and services for accounts and consumers, often resulting in
broken equipment, delayed service, and lower customer satisfaction.

By extending proactive customer support to the Service Model Foundation, you can track sold products and install base items installed at service
organizations.  
Service organizations can:

* Track and manage products and services installed at a business organization.
* Enable contributors at a business organization to submit cases and request help.
* Create and resolve cases for sold products and install base items deployed at a business organization.
{#csm-so-install-base__ul_hzv_ckr_wtb}
**Related tasks**   

* [Assign roles](https://www.servicenow.com/docs/I_~R_uua8_ARIFnwI6MfaQ "Assign roles to internal and external users to facilitate proper access to service organizations, business organizations (formerly business locations), and households. By assigning required roles, you can enable each user to have the necessary permissions to perform their tasks effectively.")  
**Related reference**   

* [Sold products and install base plugins for service organizations](https://www.servicenow.com/docs/R3vNqhVCjSZ_k6Fv3dv5hw "Track sold products & install base items for service organizations.")