Service Model Foundation overview
Summarize
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 and customer relationships. Formerly called the Industry Data Model, it extends the CSM data model and includes the Install base model. This core framework supports various organizational entities such as companies, service organizations, internal and external business locations, departments, divisions, business units, and outsourced service providers. It is designed to accommodate industries including banking, insurance, government, healthcare, manufacturing, retail, and the public sector.
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Key Features
- Omnichannel Support: Enables business location members to request support via multiple channels (virtual agent, phone, text, live chat) with automatic identification of the business location, helping agents differentiate location-based requests from individual ones.
- Business Location Service Portal (BLSP): Provides a centralized portal where team members can submit and track requests on behalf of their business locations, access knowledge articles, contact details, and install base information, and manage cases with an intuitive interface without switching workspaces.
- Business Location 360 View: Offers agents a comprehensive view of a business location’s context, including current and past requests, member details, and organizational hierarchy, all accessible within the workspace.
- Shared Case Visibility: Allows all members and managers of a business location to see cases created on behalf of that location, reducing duplicate requests and enabling faster follow-ups by any authorized member.
- Role-Based Access by Location: Manages permissions through a combination of user roles and location-based responsibilities, allowing administrators to assign users to multiple locations with specific access levels tailored to their roles.
Benefits
- Model and manage complex service organization structures involving internal and external business locations.
- Assign customer service agents to specific business locations and grant them access to relevant cases and customer data within their organizational hierarchy.
- Establish precise relationships between agents and customers to facilitate effective case and information management.
- Support consumer relationships, including those within the same household, to improve service delivery and customer understanding.
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.
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
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.
Benefits
- 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.