Service Model Foundation tables and plugins

  • Release version: Australia
  • Updated March 12, 2026
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    Summary of Service Model Foundation tables and plugins

    The Service Model Foundation feature in ServiceNow enhances customer service capabilities by adding and modifying tables through several plugins. These plugins enable better management of business locations, customer households, service organizations, consumer relationships, and sold products. This foundation supports comprehensive customer and service organization data models essential for effective service management.

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    Key Plugins and Their Tables

    • Business Location (com.snc.businesslocation): Introduces tables to manage business locations classified as internal or external, extending the core organization tables.
    • Customer Household Data Model (com.snc.household): Adds household-related tables to store household records, members, and relationships, including household team members and consumer-to-consumer relationships within households.
    • Service Organization (com.snc.serviceorganization): Provides tables to represent service organizations and their members, including internal and external staff. It includes configurations for member responsibilities and associations with companies, supporting domain separation and operational status tracking.
    • Customer Service Base Extension Entities (com.snc.csbaseextension): Adds tables to track relationships between consumers and internal users, supporting team management and consumer relationships beyond households.
    • Customer Service Install Base Management (com.snc.installbase): Adds the Consumer Sold Product table to record products and components sold to consumers, supporting install base management.

    Tables from Existing Plugins Used by Service Model Foundation

    The feature also leverages tables from existing ServiceNow plugins to support its data model:

    • Customer Service plugin provides tables for responsibilities, team members, related party configurations, and cases.
    • Customer Service Install Base Management plugin contributes tables for sold products and install base items.
    • Customer Service Management for Orders plugin adds order-related tables linked to households and service organizations.

    Practical Benefits for ServiceNow Customers

    Activating these plugins and utilizing the associated tables enables customers to:

    • Effectively manage and distinguish between internal and external business locations within service organizations.
    • Maintain detailed household and consumer relationship data to support personalized customer service and team collaboration.
    • Track service organization memberships, staff responsibilities, and their relationships with companies, enhancing organizational management.
    • Manage sold product records tied to consumers, facilitating install base and product lifecycle management.
    • Integrate customer service processes with order and case management for comprehensive service delivery.

    Overall, these enhancements provide a robust data foundation for modeling complex customer and service organization relationships, improving service delivery and customer engagement.

    Tables that are included with or modified by the plugins that enable the Service Model Foundation feature.

    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)

    Business Location plugin

    The Business Location plugin adds the following tables.
    Table 1. Different table names for the Business Location plugin
    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.

    Customer Household Data Model plugin

    The Customer Household Data Model plugin adds or modifies the following tables.
    Table 2. Table names for the Customer Household Data Model plugin
    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.

    Service Organization plugin

    The Service Organization plugin adds the following tables.
    Table 3. Table names added by the Service Organization plugin
    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.
    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.

    Customer Service Base Extension Entities plugin

    The Customer Service Base Extension Entities plugin adds the following tables.
    Table 4. Table names added by the Customer Service Base Extension Entities plugin
    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.

    Customer Service Install Base Management plugin

    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

    Tables from existing plugins that are used by the Service Model Foundation feature to support customers.
    Table 5. Existing plugins and tables used by the Service Model Foundation feature
    Plugin Table New columns
    Customer Service (com.sn_customerservice) Responsibility Definition

    [sn_customerservice_responsibility]​
    Account Team Member

    [sn_customerservice_team_member]​
    Related Party Configuration

    [sn_customerservice_related_party_configuration]
    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
    Install Base Item

    [sn_install_base_item]

    Consumer Profile
    Customer Service Management for Orders (com.snc.csm.order) Order

    [csm_order]​

    Household​

    Service Organization​