---
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


---

# Tracking the customers serviced by a business organization

# Tracking the customers serviced by a business organization {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
You can track the customers that are serviced by the business organization (formerly
business location) in the Customer Service Management (CSM) application. Your organization can associate your customers, accounts, and households with business
organizations and even create or resolve cases on the behalf of customers.  
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.").
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| Task | Description |
|-|-|
| [Create the criteria for a service organization](https://www.servicenow.com/docs/8Hom8m5K~SXh3aqBPrfJMA "Define the criteria within organization criteria [service_organization_criteria] table so that you can later associate your service organizations to a service or your customers to a service organization. You do this task in the Customer Service Management (CSM) application.") | Create the records for the organization criteria that define the list of matching customers to be associated with service organizations. |
| [Define the configuration type for customers or business organizations](https://www.servicenow.com/docs/0EYpfpYS5J~gCj95ozwLWQ "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.") | Define the configuration type for the customers served to provide your service organization staff) with the access needed to help resolve cases. |
| [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.") | Associate customers to service organizations through the organization customer criteria \[service_organization_customer_criteria\] table (formerly Service Organization Customer Criteria). |
[Table 1. Configuration tasks for tracking the customers that are serviced by a business organization]

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