---
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


---

# Tables and plugins

# Service Model Foundation tables and plugins {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read
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## Summary of Service Model Foundation tables and plugins

The Service Model Foundation feature in ServiceNow introduces and modifies a set of tables through multiple plugins to support comprehensive customer and service organization management.
These plugins enable detailed tracking and relationships for business locations, households, service organizations, consumers, and sold products.
This foundational data model supports enhanced customer service and operational workflows.
Show full answer Show less  

## Key Plugins and Their Tables

* **Business Location plugin** : Adds tables to manage different types of business locations. This includes *Business Organization* (for all business locations), *Internal Organization* (internal business locations), and *External Organization* (external business locations), distinguishing them by an internal flag.
* **Customer Household Data Model plugin** : Introduces tables to manage consumer households, including *Household* (household records with head of household support), *Household Member* (consumers in households), *Household Team Member* (internal user relationships to households), and *Household Member Relationship* (relationships between consumers within the same household).
* **Service Organization plugin** : Adds tables to represent service organizations and their members, such as *Service Organization* (service organization records linked to companies), *Service Organization Member* (internal users of service organizations), *External Organization Staff* (external users linked to service organizations), and *Organization Member Responsibility* (staff responsibilities configuration).
* **Customer Service Base Extension Entities plugin** : Provides tables to model consumer-to-consumer relationships (*Consumer to Consumer Relationship* ) and consumer team members (*Consumer Team Member*) involving internal users.
* **Customer Service Install Base Management plugin** : Adds the *Consumer Sold Product* table to track products and components sold to consumers.

## Integration with Existing Plugins

The Service Model Foundation feature leverages and extends tables from other core ServiceNow plugins, including:

* **Case Management Core** : Uses tables like *Responsibility Definition* , *Account Team Member* , *Related Party Configuration* , and *Case* for case-related customer service management.
* **Customer Service Install Base Management** : Uses *Sold Product* and *Install Base Item* tables for managing consumer product installations.
* **Customer Service Management for Orders** : Uses the *Order* table to manage household and service organization orders.

## Practical Benefits for ServiceNow Customers

* Enables detailed and structured management of business locations, distinguishing between internal and external entities for accurate organizational mapping.
* Supports comprehensive household data modeling, facilitating customer relationship insights by tracking household members and their internal relationships.
* Facilitates management of service organizations and their staff, including internal and external members, with configurable responsibilities for operational clarity.
* Enhances consumer relationship tracking, helping organizations understand consumer-to-consumer and consumer-to-user connections.
* Provides install base management capabilities by tracking sold products tied to consumers, supporting service and warranty processes.
* Integrates seamlessly with core case and order management tables to support end-to-end customer service workflows.  
Tables that are included with or modified by the plugins that enable the Service Model Foundation feature.
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 dispaly several Service Model Foundation entities that are renamed, including the previous and current names."). The Service Model Foundation feature adds new tables or modifies existing tables when you activate the following plugins:

* Business Location (com.snc.business_location)
* Customer Household Data Model (com.snc.household)
* Service Organization (com.snc.service_organization)
* Customer Service Base Extension Entities (com.snc.cs_base_extension)
* Customer Service Install Base Management (com.snc.install_base)
{#csm-data-model-tables__ul_xww_k5c_2mb}

## Business Location plugin {#csm-data-model-tables__section_jrp_15c_2mb}

The Business Location plugin adds the following tables.{#csm-data-model-tables__table_u4f_d5c_2mb__entry__2}

| Table | Description |
|-|-|
| Business Organization \[sn_csm_business_location\] | Extends the Organization Core \[sn_customer_service_organization\] table. A business location is one type of service organization. This table stores business location records. |
| Internal Organization \[sn_csm_business_location_internal\] | Extends the Business Organization \[sn_csm_business_location\] table. This table stores internal business location records. Note: An internal business location is a business location with the Internal field set to true. |
| External Organization \[sn_csm_business_location_external\] | Extends the Business Organization \[sn_csm_business_location\] table. This table stores external business location records. Note: An external business location is a business location with the Internal field set to false. |
[Table 1. Different table names for the Business Location plugin]

{#csm-data-model-tables__table_u4f_d5c_2mb}

## Customer Household Data Model plugin {#csm-data-model-tables__section_ewd_qsk_jlb}

The Customer Household Data Model plugin adds or modifies the following tables.{#csm-data-model-tables__table_c21_rkd_llb__entry__2}

| Table | Description |
|-|-|
| Household \[csm_household\] | Stores consumer household records. For the Service Model Foundation feature, this table is updated to support the head of household. |
| Household Member \[csm_household_member\] | Stores records of the consumers who have been added to households. |
| Household Team Member \[sn_customer_rel_household_to_user\] | Stores records for each of the household team member relationships that have been created between an internal user and a household. |
| Household Member Relationship \[sn_customer_rel_household_member_relationship\] | Extends the Consumer to Consumer Relationship \[sn_customer_rel_consumer_to_consumer\] table. This table stores records for each of the relationships that have been created between two consumers who belong to the same household. |
[Table 2. Table names for the Customer Household Data Model plugin]

{#csm-data-model-tables__table_c21_rkd_llb}

## Service Organization plugin {#csm-data-model-tables__section_exg_wrc_2mb}

The Service Organization plugin adds the following tables.{#csm-data-model-tables__table_rp1_zrc_2mb__entry__2}

| Table | Description |
|-|-|
| Service Organization \[sn_customer_service_organization\] | A unidirectional relationship between a company and a service organization, with a reference to the company record added from the service organization. Stores records for service organizations, including business locations and internal business locations. Note: The following new columns are replicated from the company \[core_company\] table to the service organization \[sn_customer_service_organization\] table: * Active: Track the operational status of the service organization. * Domain: Enable domain separation. * Company: Reference to the core_company table. {#csm-data-model-tables__ul_utr_slc_ccc} |
| Service Organization Member \[sn_csm_service_organization_member\] | Stores records for the users who belong to internal service organizations. |
| External Organization Staff \[sn_csm_service_organization_external_staff\] | Extends the User \[sys_user\] table. Stores records for the users who belong to external service organizations. Note: If the Company field is populated, the Service Organization field displays only those service organizations that are associated with the company record. Similarly, if the Service Organization field is populated, the Company field displays only those companies that are associated with the service organization. |
| Organization Member Responsibility \[sn_csm_svc_org_member_responsibility\] | Configure the responsibilities of the staff working at service organizations or its extended entities. |
[Table 3. Table names added by the Service Organization plugin]

{#csm-data-model-tables__table_rp1_zrc_2mb}

## Customer Service Base Extension Entities plugin {#csm-data-model-tables__section_ux3_tld_llb}

The Customer Service Base Extension Entities plugin adds the following tables.{#csm-data-model-tables__table_ylm_vld_llb__entry__2}

| Table | Description |
|-|-|
| Consumer to Consumer Relationship \[sn_customer_rel_consumer_to_consumer\] | Stores records for each of the relationships that have been created between two consumers, regardless of household. |
| Consumer Team Member \[sn_customer_rel_consumer_to_user\] | Stores records for each of the consumer team member relationships that have been created between an internal user and a consumer. |
[Table 4. Table names added by the Customer Service Base Extension Entities plugin]

{#csm-data-model-tables__table_ylm_vld_llb}

## Customer Service Install Base Management plugin {#csm-data-model-tables__section_qtg_35c_2mb}

The Customer Service Install Base Management plugin adds the Consumer Sold Product \[sn_install_base_m2m_consumer_sold_product\] table. This table stores records for each sold product (products and components) that have been sold
to a consumer.

## Tables used by Service Model Foundation {#csm-data-model-tables__section_rpm_1jw_gmb}

Tables from existing plugins that are used by the Service Model Foundation feature to support customers. {#csm-data-model-tables__table_rh2_cjw_gmb__entry__3}

| Plugin | Table | New columns |
|-|-|-|
| Case Management Core (com.sn_customerservice) | Responsibility Definition \[sn_customerservice_responsibility\]​ |   |
| Case Management Core (com.sn_customerservice) | Account Team Member \[sn_customerservice_team_member\]​ |   |
| Case Management Core (com.sn_customerservice) | Related Party Configuration \[sn_customerservice_related_party_configuration\] |   |
| Case Management Core (com.sn_customerservice) | Case \[sn_customersrevice_case\] | ​Household Service Organization​ Consumer Profile |
| Customer Service Install Base Management (com.snc.install_base) | Sold Product \[sn_install_base_sold_product​\] | Household Consumer Profile |
| Customer Service Install Base Management (com.snc.install_base) | Install Base Item \[sn_install_base_item\] | Consumer Profile |
| Customer Service Management for Orders (com.snc.csm.order) | Order \[csm_order\]​ | Household​ Service Organization​ |
[Table 5. Existing plugins and tables used by the Service Model Foundation feature]

{#csm-data-model-tables__table_rh2_cjw_gmb}