---
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


---

# Domain separation and Customer Service Management

# Domain separation and Customer Service Management {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
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## Summary of Domain separation and Customer Service Management

Domain separation in Customer Service Management (CSM) enables ServiceNow customers to logically separate data, processes, and administrative tasks into distinct domains.
This separation controls user access and visibility, ensuring data is properly contained and managed across multiple tenants or organizational units.
Domain separation is essential for customers operating in domain-separated or hybrid environments and for managed service providers (MSPs) supporting multiple customers or offering CSM as a service.
Show full answer Show less  
The feature supports data segregation at runtime, including separation of user interfaces, cache keys, reporting, rollups, and aggregations. It aligns each customer account to a unique domain, with all related entities such as contacts, cases, assets, and contracts belonging to the same domain as the account.

## Key Features

* **Account-Domain Alignment:** Each customer account is assigned a domain, and all associated entities inherit that domain to maintain data consistency and separation.
* **Automatic Domain Creation:** When enabled through the `csmautoaccountdomaingeneration` property, new accounts automatically generate a domain with the same name, simplifying setup for new tenants.
* **Domain Visibility Controls:** Customer service agents and managers require assignment to the TOP/MSP/Default domain to access cases and account details, enforcing security boundaries.
* **Domain-Separated Escalations:** Escalation templates and severity records are domain-separated, created within the account domain to maintain context and control.
* **Process-Separated Tables Support:** Ribbon configurations, Lookup and Verify settings, and Special Handling Notes support domain separation to preserve process integrity across domains.
* **Entity Relationship Management:** Contact, partner, and parent-child relationships provide enhanced control over data visibility and access within domain-separated environments.

## Implementation and Configuration

Enabling domain separation for CSM requires activation of the domain separation plugin and the `csmautoaccountdomaingeneration` property by contacting ServiceNow support. Existing accounts are not automatically assigned domains; a migration script from ServiceNow Professional Services is needed to assign domains to those accounts.

The Account \[customeraccount\] table is extended with Domain and Domain Path fields to facilitate domain management, which can be exposed as needed through customization.

## Benefits for ServiceNow Customers

* Ensures secure and efficient multi-tenant support by strictly segregating customer data and processes.
* Simplifies management of MSP environments by enabling clear boundaries between different customers' data.
* Supports complex service delivery models, including MSPs offering CSM as a service to their customers.
* Allows administrators to maintain consistent domain structures aligned with business requirements and account hierarchies.  
Domain separation is supported in Customer Service Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

## Support level: Basic {#domain-separation-customer-service__section_zyd_qdl_xkb}

{#domain-separation-customer-service__domain-sep-supported}  
* Business logic: Ensure that data goes into the proper domain for the application's service provider use cases.
* The application supports domain separation at run time. The domain separation includes separation from the user interface, cache keys, reporting, rollups, and aggregations.
* The owner of the instance must set up the application to function across multiple tenants.
{#domain-separation-customer-service__ul_yhr_g2j_xkb}

Sample use case: When a service provider (SP) uses chat to respond to a tenant-customer's
message, the customer must be able to see the SP's response.{#domain-separation-customer-service__p_lsc_nfg_h1c}

For more information on support levels, see [Application support for domain
separation](https://www.servicenow.com/docs/access?context=domain-separated-apps&version=brazil&pubname=brazil-platform-security&ft:locale=en-US).{#domain-separation-customer-service__p_msc_nfg_h1c}

## Overview {#domain-separation-customer-service__section_pvf_wkx_vcb}

Domain separation for Customer Service Management is designed for:

* Customers using the application in a domain-separated environment or in a hybrid environment. With domain separation, a customer can grant access to end users (contacts or consumers) to other entities in addition to customer service cases. For example, contacts or consumers can access problems, changes, or projects. Administrators can synchronize the CSM account model with the domain structure and maintain data separation for entities that don't have account-based data separation enabled.
* Managed service providers (MSPs) using the application to provide customer support. In this scenario, an MSP can provide support to multiple customers, where domains are necessary to contain all relevant customer data and processes. For example, an MSP providing support to customers related to billing questions, contract renewals, or other non-service operations.
* Managed service providers offering the application as a service that customers can provide to their customers. In this scenario, an MSP can offer Customer Service Management as a service to customers who, in turn, use the application to support their end customers. This scenario requires additional configuration due to domain support for some of the core entities in the platform such as Product Model.
{#domain-separation-customer-service__ul_ih1_3mq_vcb}

## How domain separation works in Customer Service Management {#domain-separation-customer-service__section_ydt_kth_scb}

Domain separation for Customer Service Management aligns each customer account to one domain.
To use domain separation with the application, all customer accounts must be assigned to a
domain.

The customer account is the main entity within Customer Service Management. All entities
related to the account, such as contacts and cases, are created in the same domain as the
account. This rule also applies for all entities on customer service cases, including
addresses, assets, and contacts.

When a new account is created, a domain of the same name is also created and assigned to the account. All related entities for an account, such as contacts and cases, must reside in the same domain. When a related entity for a
domain-separated account is created, the entity is assigned to the account domain.

## Setting up domain separation for Customer Service Management {#domain-separation-customer-service__section_lnv_nmq_vcb}

Domain separation for Customer Service Management requires the domain separation plugin.
Contact ServiceNow to activate domain
separation.

Domain separation for Customer Service Management also requires enabling the
csm_auto_account_domain_generation property. This property is
installed with Customer Service Management and is available only after the domain separation
plugin is active. Contact ServiceNow to enable this property.  
When the csm_auto_account_domain_generation property is enabled, the Customer Service Management application automatically creates a domain of the same name when a new account is created.  
Note:  
Enabling the csm_auto_account_domain_generation property doesn't add domains for existing accounts. It only creates domains for newly created accounts. Adding domains for existing accounts requires a migration script. You can request for the migration script from the ServiceNow Professional Services team.

## Changes to Customer Service Management tables {#domain-separation-customer-service__section_zfl_zmq_vcb}

Domain separation for Customer Service Management adds the Domain and Domain Path fields to the Account \[customer_account\] table. These fields aren't exposed by default. Customers can customize lists and forms
to view these fields.

## Account domains and related entities {#domain-separation-customer-service__section_wxj_cnq_vcb}

When creating related entities for an account, the domain for the related entities is set to
the account domain. Related entities include:

* Contacts
* Cases
* Assets
* Contracts
* Entitlements
* Addresses
* Social profiles
* Escalations
* Sold Products
* Installed Products
* Install Base Items
* Affected Install Base Items
* Sold Product Covered

{#domain-separation-customer-service__ul_in5_dnq_vcb}

Changing the domain for an account also changes the domain for all the account's related
entities.

## Domain visibility for customer service agents and managers {#domain-separation-customer-service__section_b4w_h4q_vcb}

Users with the customer service agent (sn_customerservice_agent) and customer service manager (sn_customerservice_manager) roles must be manually assigned to the TOP/MSP/Default domain. Agents and managers
can't see case or account details until they're assigned to the TOP domain.

## Domain separation for case and account escalation {#domain-separation-customer-service__section_kbz_m5w_vcb}

Escalation template records and escalation severity records are domain separated. By default,
these records reside in the global domain. Users can configure the Escalation Template and
Escalation Severity forms to display the Domain field and set the
domain as needed.

When an escalation record is created from a case or account, it's created in the account domain.

## Domain separation for ribbon configuration, Lookup and Verify configuration, and Special Handling Notes {#domain-separation-customer-service__section_wyd_yvx_jbc}

Ribbon and Lookup Verify configurations and Special Handling Notes support domain separation as process-separated tables.

When inserting or updating a record for process-separated tables, the picker domain scope takes precedence by design with the Overrides \[sys_override\] field on process-separated tables. For more information, see [Process administration](https://www.servicenow.com/docs/access?context=c_DelegatedAdministration&version=brazil&pubname=brazil-platform-security&ft:locale=en-US).
* **[Domain separation and entity relationships](https://www.servicenow.com/docs/Wzt5sGQWJA2A2W6lugcYOg)**   
  With domain separation in Customer Service Management, you can further control visibility and access to data by using contact, partner, and parent-child relationships.

**Related topics**   

* [Domain separation for service providers](https://www.servicenow.com/docs/access?context=domain-sep-landing-page&version=brazil&pubname=brazil-platform-security&ft:locale=en-US)