External business location (EBL) as a fulfiller

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • 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 business locations.

    Overview of external business location

    In the past, only location staff at internal business locations (IBL) could resolve customer-related cases through both platform and workspace. External staff could only create cases from the business location service portal (BLSP) but couldn't resolve them for the business locations. By using EBL 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.

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

    Note:
    Only external location agents can serve as a fulfiller for an external business location.

    Use case

    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 EBL as a fulfiller capability, external location agents in these agencies can efficiently manage and resolve cases.