---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/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


---

# Configure Service Model Foundation

# Configure Service Model Foundation {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Configure the Service Model Foundation feature to enable a foundational data model framework. You can use this framework to create structured and flexible data models that represent your business needs.

## Before you begin

Role required: csm_guided_setup_user or admin

## About this task

Service Model Foundation provides the core framework and guidance for building and modeling the entities that are involved in the customer service value chain. This framework introduces new entities, such as
service organizations, internal and external
organizations (formerly business locations), and households. It also introduces roles and relationships that provide both
flexibility and control in granting access to customer cases and information.  
With the Service Model Foundation plugins, you can support:

* Internal organizations and staff members
* External organizations and staff members
* Households and household members

{#configure-industry-data-model__ul_jlc_xp3_2mb}For more information about this feature, see [Service Model Foundation overview](https://www.servicenow.com/docs/tyqYmgrZJuLDGP3ZBSs~bg "The Customer Service Management (CSM) application includes the Service Model Foundation framework, formerly named Industry Data Model, which enables you to model the business organization structure, customer organizations, and relations between them.").  
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.").

## Procedure

1. Navigate to AllCustomer ServiceAdministrationGuided Setup.
2. On the Getting Started page of the guided setup, select Get Started.
3. In the Service Model Foundation category, view the list of tasks to configure the feature.  
   {#configure-industry-data-model__table_pz1_qqv_llb__entry__2}

   | Task | Description |
   |-|-|
   | [Activating plugins for Service Model Foundation](https://www.servicenow.com/docs/XYvlhgzdXCYx8eb0lxQoxw "In the Customer Service Management (CSM) application, you must activate the Business Location (com.snc.business_location) and Customer Household Data Model (com.snc.household) plugins to enable the Service Model Foundation feature.") | Activate the plugins: * Business Location (com.snc.business_location) * Customer Household Data Model (com.snc.household) {#configure-industry-data-model__ul_nfk_kq3_2mb} |
   | [Activate query rules](https://www.servicenow.com/docs/0TonAX5zxzJpkLNlc2jF7w "Set the query rules system property [sn_cs_queryrules.use_query_rules] value to true. For upgrade customers, once set to true, you must migrate any changes made in before query business rules to the query rules feature and validate them.") | Activate the query rules by setting the system property \[sn_cs_queryrules.use_query_rules\] value to true. |
   | [Configure forms and lists](https://www.servicenow.com/docs/1bnFOBksrR_AotMLIBNFPQ "Configure forms to add the fields and related lists that are necessary to support the business organization (formerly business location) and household data models.") | Configure forms to add the fields and related lists that support the business organization and household models. |
   | [Assign responsibilities](https://www.servicenow.com/docs/~ktMp8UVXALvGv~X1UmzNQ "Use the responsibility data model to assign responsibilities to an organization member.") | Assign responsibilities to the service organization (SO) member using the responsibility data model. |
   | [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.") | Roles control access to features, capabilities, and data. The Service Model Foundation plugins add roles that you can assign to internal and external users in your organization. |
   | [Create relationships](https://www.servicenow.com/docs/B0j7PWk7myAl~z1FWTV_ZA "Use relationships to provide internal and external users with additional access to customer data.") | Use relationships to provide internal and external users with additional access to customer data. Relationships are based on responsibility definitions. When you create a relationship, you select the users involved in the relationship and the responsibility that one user performs on behalf of another. The Service Model Foundation plugins provide both relationships and responsibility definitions that you can use to create relationships between users. |
   [Table 1. Customer central configuration tasks]

   {#configure-industry-data-model__table_pz1_qqv_llb}
4. To perform a task, select Configure.  
   This button opens the page in your instance where the configuration is completed.
{#configure-industry-data-model__steps_oz1_qqv_llb}

*[\>]: and then