---
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


---

# External Organization as a fulfiller

# External Organization as a fulfiller {#ariaid-title1}

Versão de lançamento: Brazil  
Atualizado 10 de set. de 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura  
External Organization (formerly External business location
(EBL)) as a fulfiller enables partners, external agencies, and franchises to fulfill customer cases. You can use this capability to maintain consistent customer experiences across both internal and
external organizations.  
Importante:  
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/7jpNjUKLGsbHQINDlxtAdA "The renamed entities dispaly several Service Model Foundation entities that are renamed, including the previous and current names.").

## Overview of external organization {#ebl-as-a-fulfiller__section_aql_gbd_ybc}

In the past, only location staff at internal organizations could resolve customer-related cases through both platform and workspace. External staff could only create cases from the business organization support portal (formerly business location service portal (BLSP)) but couldn't resolve them for the business organizations (formerly business locations). By using external organization as a fulfiller,

* external location agents having svc_location_agent and snc_external roles can access the platform to create and resolve cases, similar to internal location agents.
{#ebl-as-a-fulfiller__ul_jdy_wvv_bkc}

You can activate this functionality by enabling the business location (com.snc.business_location) plugin.

## Use case for external location agent {#ebl-as-a-fulfiller__section_sqc_zkd_ybc}

For example, the financial institution agencies perform various activities, from policy issuance to claims processing. These activities include underwriting, reviewing claims, and helping customers in claims submission. As most of
these tasks are fulfillment activities currently performed by external members or third parties. Now, by using External Organization as a fulfiller capability, external location agents in these agencies can efficiently manage and
resolve cases.

## Use case for external location consumer agent {#ebl-as-a-fulfiller__section_krs_twv_bkc}

For example, hotels perform various activities, from guest check-in to billing and refund resolution. These activities include reviewing billed charges, processing refund requests, and helping guests resolve billing discrepancies. As
most of these tasks are fulfillment activities currently performed by staff local to that specific hotel property. Now, by using External Location Consumer Agent as a fulfiller, hotel staff can efficiently manage and resolve refund
cases raised by guests associated with that location --- without escalating to a central organization.
**Referência relacionada**   

* [Access limitations for external location agents](https://www.servicenow.com/docs/14c4VgwX8VoZpETUNqMhow "Explore the limitations that an external location agent faces when using various platform modules during case resolution. You can use this topic to get a comprehensive overview of the modules that are supported and unsupported with the external location agent persona.")