---
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


---

# Tables and plugins

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

Release version: Australia  
Updated March 12, 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 enhances your customer service management capabilities by adding or modifying tables through several plugins.
These plugins enable detailed modeling of business locations, customer households, service organizations, and customer relationships.
This foundation supports complex organizational structures and customer data, improving how you manage service organizations, consumers, and their interactions.
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## Key Plugins and Their Tables

* **Business Location (com.snc.businesslocation)**: Adds tables to manage business organizations, distinguishing between internal and external organizations based on an 'Internal' flag. These tables extend the core service organization model to represent business locations accurately.
* **Customer Household Data Model (com.snc.household)**: Introduces tables to store household records, members, and their relationships, including household team members and consumer-to-consumer relationships within households. This model supports the head of household concept.
* **Service Organization (com.snc.serviceorganization)**: Adds tables to manage service organizations and their members, including internal and external staff. It provides unidirectional relationships between companies and service organizations and enables role-based access to staff information.
* **Customer Service Base Extension Entities (com.snc.csbaseextension)**: Adds tables to track relationships between consumers and internal users, supporting consumer teams and consumer-to-consumer relationships across households.
* **Customer Service Install Base Management (com.snc.installbase)**: Adds the Consumer Sold Product table to track products and components sold to consumers, linking product data directly to customer service records.

## Integration with Existing Plugins

The Service Model Foundation also utilizes tables from existing plugins such as Customer Service, Customer Service Install Base Management, and Customer Service Management for Orders. These tables include case management, responsibility definitions, account team members, sold products, and orders, enriched with new columns to support household and service organization contexts.

## Practical Benefits for ServiceNow Customers

* Enables modeling of complex organizational structures, including distinguishing internal and external entities.
* Supports detailed household and consumer relationship management for personalized customer service.
* Provides role-based access controls for service organization staff to enhance data security and collaboration.
* Links sold products to consumers, improving install base and product lifecycle management within customer service processes.
* Facilitates integration with core customer service management functions to provide a comprehensive customer and service organization view.

By activating these plugins, customers can expect an enriched data model that supports advanced service organization and customer relationship management scenarios, helping to deliver more personalized and efficient service experiences.  
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/GOd50bOlCGACQLLY5iN1tA "The renamed entities display 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 organization (formerly internal business location) records. Note: An internal organization (formerly internal business location) is a business organization 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 organization (formerly external business location) records. Note: An external organization is a business organization 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 |
|-|-|
| Organization Core (formerly 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 organization core\[sn_customer_service_organization\] 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} |
| Organization Member (formerly Service Organization Member) \[sn_csm_service_organization_member\] | Stores records for the users who belong to internal organizations. |
| External Organization Staff (formerly Service Organization External Staff ) \[sn_csm_service_organization_external_staff\] | Extends the User \[sys_user\] table. Stores records for the users who belong to external organizations. Note: If the Company field is populated, the Organization (formerly Service Organization) field displays only those business organizations that are associated with the company record. Similarly, if the Organization field is populated, the Company field displays only those companies that are associated with the service organization. The external staff members with sn_esm_location_agent, sn_customerservice.svc_location_manager_coributor, and sn_customerservice.service_organization_contr roles have read-only access to name, business phone, mobile phone, and email address of other staff members at their own external organization in the classic environment. |
| Organization Member Responsibility (formerly Service 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 |
|-|-|-|
| Customer Service (com.sn_customerservice) | Responsibility Definition \[sn_customerservice_responsibility\]​ |   |
| Customer Service (com.sn_customerservice) | Account Team Member \[sn_customerservice_team_member\]​ |   |
| Customer Service (com.sn_customerservice) | Related Party Configuration \[sn_customerservice_related_party_configuration\] |   |
| Customer Service (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}