Internal Business Location form

  • Release version: Australia
  • Updated March 12, 2026
  • 5 minutes to read

    • In the Customer Service Management (CSM) application, the Service Model Foundation uses the Internal Business Location (IBL) form to store information about an internal business location. This information includes the staff members assigned to that location, cases, sold products, and install base items created for customers.

    Table 1. Internal Business Location form fields
    Field Definition
    Number Automatically generated number of the internal business location. By default, the location numbers start with the prefix IBL.
    Name Name of the internal business location.
    Type Type of organization. Select any one of the following:
    • Business location: Physical location of a business where a business operates
    • Business group: An organization that might also consist of a collection of parent and child companies operating as a single entity.
    Business function Type of functions offered at a business location. Select the following business function:
    • Service: Select this type if a business location provides service-related functions, such as providing support, or resolving cases for accounts, consumers, or other business locations.
    • Sales: Select this type if a business location provides sales-related activities, such as creating or managing orders, generating quotes, handling opportunities or leads, managing pricing, offering product recommendations, or supporting account-based selling for accounts, consumers, or other business locations.
    • Service and Sales: Select both service and sales if the business location is providing both service-related and sales-related activities.
      Note:
      You can create and manage orders and cases by selecting both types of business functions.
    Manager Manager of the internal business location.
    Note:
    Only internal users can be added as managers for the internal business locations.
    Parent Internal Business Location Parent of the business location. Use this field to create a parent-child hierarchy.
    Street Street address of the internal business location.
    City City where the internal business location is located.
    State/Province State or province where the internal business location is located.
    ZIP/Postal code ZIP code or postal code for the internal business location.
    Customers served Type of customers who are served at a business location. The customers served can be defined with two options:
    • All Customers: Enables service organization staff to create and resolve issues for all the customers.
    • Criteria-based: Enables service organization staff to create and resolve issues only for customers associated with the service organization using certain criteria.

      Associate a channel partner to add roles in the Service Organization tab.
    Business organizations served Types of business organizations that are served at a business location.
    • Criteria based: Enables staff members within a organization to create and resolve cases for organizations that meet with specific criteria.
    • Hierarchy based: Enables staff members within a organizations to create and resolve cases for organizations that are linked to the organization cores through hierarchical relationships.
    Restricted Restrict all organization hierarchy contributors and agents from accessing this organization
    Website Web address for the internal business location.
    Email Email ID used by the internal business location.
    Phone Phone number for the internal business location.
    Open date Date on which the business location becomes operational and available for customers.
    Close date Date on which the business location becomes non-operational and unavailable for customers.
    Note:
    The closed date must not be earlier than the open date.
    Status Current status of the business location whether In progress, Operational, non-operational, or closed.
    Description Description of the business location.

    Internal business location related lists

    The Internal Business Location form includes the following related lists.
    Table 2. Internal business location related lists
    Related list Description
    Members Internal users (users with the snc_internal role) who have been added as staff members at this business location.
    • Staff members can create cases for customers at their business locations.
    • Staff members can access customer cases and information where the Service Organization field on the Case form matches their business locations.

    For more information, see Add staff members to a business location.
    Child Internal Business Locations List of internal business location of the current parent business location.

    For more information, see Create an internal business location.
    Child External Business Locations List of external business location of the current parent business location.

    For more information, see Create an external business location.
    Assignment Groups List of all associated assigned groups of the internal business location.

    For more information, see Setting up assignment groups.
    Available Services List of services supported by the business location.

    For more information, see Setting up products and available services at a business location.

    Organization Customer Criteria

    		 List of customers that are supported by an internal business location.

    For more information, see Define the configuration type for customers or business locations.
    Customer Projects List of all projects assigned to the business location. Select a project to see Project Tasks, Sub Projects, and Cases assigned to the project.
    Note:
    • A location contributor manager or location relationship manager can see projects of their respective and child business locations. To learn more about roles, see Service Model Foundation roles.
    • A list of project tasks under the customer project tab is visible only if the Visible to Customer field is selected during project task creation.

    To learn more about project creation, see Create customer projects.

    To learn more about project task creation, see Create a project task from a project.
    Cases Requested by Location List of all cases requested by the internal business location to work.

    For more information, see Create and manage cases for a business location
    Cases Assigned to Location Cases that have been created and assigned to this location.

    For more information, see Create and manage cases for a business location.

    Note:
    This tab appears only if the business function is set as Service.
    Account Staff Relationships Relationships that have been created between staff members and accounts at this location.

    Create account staff relationships by using the Account Manager responsibility.

    For more information, see Create an account staff relationship.
    Consumer Staff Relationships Relationships that have been created between staff members and consumers at this location.

    Create consumer staff relationships by using the Relationship Manager responsibility.

    For more information, see Create a consumer staff relationship.
    Household Staff Relationships Relationships that have been created between staff members and households at this location.

    Create household staff relationships by using the Relationship Manager responsibility.

    For more information, see Create a household staff relationship.
    Sold Products Sold products that have been created for customers at this location.

    For more information, see Create and manage sold products for a business location.
    Install Base Items Install base items that have been created for customers at this location.

    For more information, see Create and manage install base items for a business location.