---
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


---

# Setting up inter-organization support

# Setting up inter-organization support {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
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## Summary of Setting up inter-organization support

The inter-organization support capability in ServiceNow enables agents at one business organization to access detailed information and provide support to other business organizations they serve.
This enhances visibility into contact details, install base items, and existing cases for supported organizations, facilitating faster and more efficient case resolution.
Activation is done via thebusiness location (com.snc.businesslocation)plugin.
Show full answer Show less  

## Use Case

For example, in a national retail chain scenario, individual stores have dedicated support teams, while regional support teams provide additional assistance. Previously, regional agents lacked full access to store-level service organizations, causing delays. By setting up inter-organization support, regional agents gain visibility into store details and cases, enabling better coordination and quicker issue resolution, thus improving store performance and customer satisfaction.

## Key Benefits

* **Improved agent experience:** Agents can view other business organizations they support, enhancing their ability to assist.
* **Reduced resolution time:** Providing key context alongside cases minimizes unnecessary communication and accelerates support processes.
* **Increased operational efficiency:** Support structures can be defined based on hierarchical or relationship criteria, streamlining collaboration across service organizations.  
Provide your agents at a business organization (formerly business
location) with the visibility into other business organizations that they support using
the inter-organization support capability. This way, you can enable location support agents to resolve cases raised by other business
organization.  
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.").

## Overview of inter-organization support

The Service Model Foundation enables business organizations to request help from
others and fulfill such requests. Besides supporting customers, business organizations can also
support other service organizations.

Currently, there's no easy way for agents who are assigned to a specific business organization to
access the details they need about other business organizations they support, such as contact
information, install base items, or existing cases.

With the inter-organization support capabilities, you can enable your business organization agents to
access additional details about the other business organizations they serve, facilitating quicker
and more efficient support for the requesting service organization.  
Note:  
You can activate this capability by enabling the business location (com.snc.business_location) plugin.

## Use case {#setup-bus-loc-serviced-by-bus-loc__section_e5s_qz4_1cc}

Streamlined support for national retail chains: In the retail segment, store and central support teams assist with day-to-day store operations at the market, country, or segment level. The retailers aim to structure these
teams to support only the stores or franchises within their countries. For effective customer support, store agents need full access to the stores, but currently, regional support agents lack full access to the service
organizations, limiting their effectiveness.

For example, a retail chain operates with more than 150 stores nationwide. Each store has its own dedicated support team for daily operations, while regional support teams provide additional assistance. However, the regional
location support agents currently lack full access to the service organizations, resulting in delays and inefficiencies in addressing
store issues.

With the inter-organization capability, ABC retail can:

* Set up inter-organization support for their stores by associating each store with its regional service organization.
* Enable regional location support agents to view context about the stores they support, including contact information, install base, and existing cases.

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This way, the regional support agents can quickly access necessary information and other details, coordinate efficiently with store agents, and resolve issues more effectively. This improves overall store performance and
customer satisfaction.

## Key benefits {#setup-bus-loc-serviced-by-bus-loc__section_hxn_vz4_1cc}

Inter-organization support offers the following benefits:

* Improve agent experience: Provide agents at a business organization with visibility into the other business organizations that they support.
* Reduce resolution time: Minimize back-and-forth communication by providing key context alongside cases for service organizations.
* Increase operational efficiency: Define support structures for service organizations through hierarchy or relationship-based criteria.
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