---
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


---

# Overview

# Service Model Foundation overview {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

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/GOd50bOlCGACQLLY5iN1tA "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/jZdoxXskwkOJkZMbuDkGnQ "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/NErmx0wMjO0qzsbHT0is9Q "Configure the Service Model Foundation feature to enable a foundational data model framework. 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/8d9jBIDlEJ1J8qGfpbo_fw "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.")