---
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


---

# Data models

# Data models {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Understand how Customer Service Management (CSM) structures customer, account, and service data as reusable models. These models define your customers, their assets, and service organizations. They form the common data foundation for CSM case management and connected applications.

## Overview of CSM data model {#data-models__section_pxb_phv_zjc}

CSM doesn't scatter customer data across separate stores. It builds on one shared set of data models. A company, a person, a product, or a service organization is defined once and used across every CSM workflow.

The Customer Data Foundation models describe the customer side of the picture. They cover accounts and contacts for business-to-business (B2B) service, consumers and households for business-to-consumer (B2C) service, and the combined
business-to-business-to-consumer (B2B2C) structures. They also cover customer addresses and the relationships and access rules that connect them. Whereas the models describe the service side. They cover service organizations, business
locations, and service offerings, used when a case is serviced through or on behalf of another organization.

Together these models give every case a consistent answer to three questions: who the customer is, what they own, and which organization services them. Because the data is shared rather than duplicated, a record created once is
available wherever CSM needs it. The same foundation is reused by applications such as Field Service Management and Sales Customer Relationship Management, without a separate copy or sync.
**Related concepts**   

* [Configure customer data models for B2B2C](https://www.servicenow.com/docs/2wEzqRKyHMtJkdzZeh_X4Q "Enable business customers to support their end consumers by creating cases and tracking services for products and offerings, using the business-to-business-to-consumer (B2B2C) data model.")
* [Customer Service Management and the CSDM guidelines](https://www.servicenow.com/docs/5glVnatliYUQ7O4RIo_oCA "CSM enables you to provide service and support for your external customers through communication channels such as the web, email, chat, telephone, and social media. The goal of this use case is to understand how CSM key entities work with the core CSDM framework.")  
**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**   

* [Customer Data Foundation](https://www.servicenow.com/docs/k1s8725bcENVrT91aUSnOg "Models who a customer is, how they relate to the organization that serves them, and what each person can access across Customer Service Management (CSM).")