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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Associate customers or locations to a service organization

# Associate customers or business
organizations to a service organization {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
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.

## 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

## About this task

You can associate customers (accounts, consumers, and households) and business
organizations (both internal and external) by using the organization criteria \[service_organization_criteria\] table. This association helps your organization to gain
access to all customers and business organizations associated with an
service organization.

For more information about defining organization criteria, see [Create the criteria for a service organization](https://www.servicenow.com/docs/AOWYOeEphjb4IbhzGGrqbA "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.").  
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/7jpNjUKLGsbHQINDlxtAdA "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.
3. From the Organization Customer Criteria ( formerly Service Organization Customer Criterias) related list, select New.
4. On the form, fill in the fields.  
   {#associate-customers-or-bus-loc-to-so__table_ykh_hfr_1cc__entry__2}{#associate-customers-or-bus-loc-to-so__restricted-access}

   | Field | Description |
   |-|-|
   | Organization Criteria | Criteria that define the customers at an organization (formerly service organization). |
   | Organization | Organization that serves the customers that match the criteria. |
   | Active | Check box to activate or deactivate the organization customer criteria. By default, the active field is set to True. Note: Only one active criterion is enabled according to table to be associated with a service organization . |
   | Restricted Customer Access | When selected, only the accounts, consumers, and households that match this criteria are visible to the organization staff at a business organization. The check box is unchecked by default. Before this field existed, the criteria controlled only which customers staff could create cases, orders, quotes, and opportunities for staff could still see every customer record in the system. Note: * This check box is available only when the Customers served field is set to [Criteria-based](https://www.servicenow.com/docs/OWc3sL~cXyMPbs1REV_3Yw#associate-customer-criteria-to-service-organization__li-criteria-based) in the Organization Customer Criteria form. In other words, Restricted Customer Access is available only when a business organization has an Organization Customer Criteria assigned to it. * This field controls visibility, not edit permissions. It doesn't change who can update a record, and it doesn't change how criteria themselves are created or edited. {#associate-customers-or-bus-loc-to-so__ul_xbp_rh5_kkc} |
   [Table 1. Organization Customer Criteria form]

   {#associate-customers-or-bus-loc-to-so__table_ykh_hfr_1cc}
5. Select Submit.

## Result

An organization criterion is successfully defined for a business
organization.

*[\>]: and then