Associate customers or business locations to a service organization

Associate your customers or business locations with a service organization (SO) using the Customer Service Management (CSM) application. By linking customers or business locations to the service organization, staff can create or resolve cases for customers and locations raised by other business locations.

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 locations (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 locations associated with a service organization.

For more information about defining organization criteria, see Create the criteria for a service organization.

Procedure

1. Navigate to All > Customer Service > Service Organizations > Business Locations > Internal or External Business Locations.
2. Select the desired internal or external business locations record.
3. From the Organization Customer Criteria related list, select New.
4. On the form, fill in the fields.

   Table 1. Organization Customer Criteria form

   Field	Description
   Organization Criteria	Criteria that define the customers at a service organization.
   Service Organization	Service 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.

5. Select Submit.

Result

An organization criterion is successfully defined for a business location.