--- 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 --- # Overview # Service Model Foundation overview {#ariaid-title1} Release version: Brazil Updated September 28, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Service Model Foundation overview The Service Model Foundation framework, part of the Customer Service Management (CSM) application, enables ServiceNow customers to model and manage complex business organization structures, customer organizations, and their relationships. It expands the CSM data model, including the Install base model, and supports a wide range of industries such as banking, insurance, healthcare, manufacturing, retail, government, and the public sector. The framework includes entities like companies, service organizations, internal/external organizations, departments, divisions, business units, and outsourced service providers. Show full answer Show less ## Key Features * **Omnichannel Support:** Business organization members can request support via virtual agents, phone, text, or live chat, with automatic identification of the associated business organization to streamline agent recognition and response. * **Business Organization Support Portal:** Provides a centralized portal for team members to submit and track requests on behalf of their business organizations, access knowledge articles, contact details, and install base information, and interact with cases via an intuitive interface without leaving the portal. * **Business Location 360 View:** Agents get a comprehensive workspace view of the entire business organization context, including current and past requests, member details, and a visual hierarchy to better understand relationships and activities. * **Shared Case Visibility:** Cases created for a business organization are visible to all its members and managers, reducing duplicate requests and enabling faster, collaborative case management. * **Role-Based Access Control:** Combines user roles with location-based responsibilities, allowing administrators to assign users multiple locations with tailored access permissions matching their specific job functions. ## Benefits * Model comprehensive service organization structures that include both internal and external organizations. * Assign customer service agents to specific business organizations with controlled access to relevant cases and customer information within their organizational hierarchy. * Establish and manage relationships between agents and customers, enabling agents to effectively handle cases and customer data. * Support complex consumer relationships, such as those within the same household, to provide holistic customer service. ## Practical Use for ServiceNow Customers By implementing the Service Model Foundation, ServiceNow customers can create a flexible, industry-agnostic framework to manage their business and customer organizational data. This framework enhances agent efficiency, improves case handling through shared visibility, and supports omnichannel communication, leading to better customer service outcomes. Additionally, the role-based access ensures security and proper data governance aligned with organizational roles. 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/7jpNjUKLGsbHQINDlxtAdA "The renamed entities display several Service Model Foundation entities that are renamed, including the previous and current names."). The Service Model Foundation framework expands the Customer Service Management (CSM) data model, including the Install base model. It's a core framework that enables the configuration of all the above entities and is highly flexible to enable support for various industries. It covers all organization entities, like company, service organization, internal/external organizations (formerly internal/external business locations), departments, divisions, business units, and outsourced service provider entities. It's designed to support various industries such as banking, insurance, government, healthcare, manufacturing, retail, and the public sector. ## Service Model Foundation capabilities {#csm-industry-data-model__section_fdm_rsd_1hc} As a robust data model, the Service Model Foundation enables organizations to track and act on critical information. Here are a few ways that Service Model Foundation powers end-user experiences. * Omnichannel support: Members of a business organization can request support for their service organization using the same channels as end customers, like virtual agent, phone, text, or live chat. The associated business organization is automatically identified, helping agents recognize that the request concerns a location rather than an individual. * Business Organization Support Portal (formerly Business Location Service Portal (BLSP)): The Business Organization Support Portal lets team members submit and track requests on behalf of their business organizations. It serves as a central hub to access knowledge articles, contact details, and install base information. The portal also offers an intuitive case view where teams can comment on or close cases without switching to the workspace. * Business Location 360: Agents can view the complete business organization context through a dedicated 360 view in the workspace. It displays current and past requests, member details, and a visual organization hierarchy, all in one place. * Shared case visibility: Cases created on behalf of a business organization (formerly business location) are visible to all its members and managers. This shared visibility reduces duplicate requests and enables faster follow-ups, as any authorized member can track or respond to updates. * Role-based access according to location: Service Model Foundation manages access through a mix of user roles and location-based responsibilities. Administrators can assign users to multiple locations with different access levels, confirming permissions match each user's specific responsibilities. {#csm-industry-data-model__ul_nv1_myd_1hc} ## Benefits {#csm-industry-data-model__section_hlc_psd_1hc} Use the Service Model Foundation framework to model the service organization structure that is involved in supporting your end customers. With this framework, you can: * Create a service organization structure that includes both internal and external organizations. * Assign customer service agents to business organizations and provide access to the cases and customer information in their business organizationhierarchy. * Establish relationships between agents and specific customers that enable agents to manage cases and information for those customers. * Establish relationships between the consumers, including consumers who are members of the same household. {#csm-industry-data-model__ul_lvm_j2p_dmb} **Related concepts** * [Integration with Sales Customer Relationship Management](https://www.servicenow.com/docs/B900aRVEKg44yNyxVGpKvg "Integrate Service Model Foundation with Sales Customer Relationship Management to enable business organizations (formerly business locations) to operate as sellers. This integration triggers sales quote generation, order capture, and fulfillment.") **Related tasks** * [Configure Service Model Foundation](https://www.servicenow.com/docs/tveEnSz2MDJlJBGSwxntrA "Configure the Service Model Foundation feature to create structured data models for your customer service operations. You can use this framework to create structured and flexible data models that represent your business needs.") **Related reference** * [Service Model Foundation business organizations](https://www.servicenow.com/docs/X42~f6rhLDmsLYY~NhgDXQ "Use the business organization (formerly business location) entity to create an organizational structure that includes internal and external organizations (formerly internal and external business locations) such as stores, branches, franchises, and dealerships.")