--- 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 10, 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, integrated within the Customer Service Management (CSM) application, provides a flexible and comprehensive data model to represent business organization structures and customer relationships. It supports various industries such as banking, insurance, government, healthcare, manufacturing, retail, and the public sector. This framework expands the CSM data model, including the Install base, and covers entities like companies, service organizations, business locations (internal and external), departments, divisions, business units, and outsourced service providers. Show full answer Show less ## Key Features * **Omnichannel support:** Enables members of business locations to request support through multiple channels (virtual agent, phone, text, live chat) with automatic identification of the associated business location, improving agent recognition and response. * **Business Location Service Portal (BLSP):** Provides a centralized portal for team members to submit and track requests on behalf of their business locations, access knowledge articles, contacts, and install base information, and manage cases intuitively without switching workspaces. * **Business Location 360:** Offers agents a comprehensive workspace view of business location context, including current and past requests, member details, and a visual organization hierarchy. * **Shared case visibility:** Ensures cases created for a business location are visible to all members and managers, reducing duplicates and enabling faster follow-up through shared tracking and responses. * **Role-based access by location:** Allows administrators to assign users to multiple locations with tailored access levels aligned with their responsibilities, combining user roles and location-based permissions. ## Key Outcomes * Model and manage your service organization structure comprehensively, including both internal and external business locations. * Assign customer service agents to specific business locations and provide them appropriate access to cases and customer data within the location hierarchy. * Establish and maintain relationships between agents and customers, supporting effective case and information management. * Manage consumer relationships, including connections among consumers who belong to the same household. 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 dispaly 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 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 location 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 location is automatically identified, helping agents recognize that the request concerns a location rather than an individual. * Business Location Service Portal (BLSP): The BLSP lets team members submit and track requests on behalf of their business locations. 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 location 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 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 business locations. * Assign customer service agents to business locations and provide access to the cases and customer information in their business location hierarchy. * 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 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 locations](https://www.servicenow.com/docs/X42~f6rhLDmsLYY~NhgDXQ "Use the business location entity to create an organizational structure that includes internal and external business locations such as stores, branches, franchises, and dealerships.")