Service Model Foundation cases

Release version: Australia

Updated March 12, 2026

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Summary of Service Model Foundation Cases

Service Model Foundation cases enable location agents and location consumer agents to efficiently manage customer information and cases at their respective business locations. Staff members with these roles can create, view, and update cases for accounts, contacts, consumers, and households, ensuring effective management of customer interactions.

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Key Features

Case Creation and Management: Location agents can create cases linked to a specific business location, automatically populating the Service Organization field based on the agent's location.
Case Access Control: Access to cases is determined by the Service Organization field, allowing designated staff and managers to manage cases relevant to their business location.
Consumer Access: Consumers, heads of households, and authorized representatives have specific access rights to manage cases, enhancing customer engagement.
Role-Based Management: Different roles, such as location managers and relationship agents, have tailored access to manage cases within their hierarchy or for assigned accounts and households.

Key Outcomes

By utilizing the Service Model Foundation cases, ServiceNow customers can expect streamlined case management processes, improved customer service through accurate case visibility, and enhanced collaboration among staff based on defined roles and location hierarchies. This ultimately leads to better service delivery and customer satisfaction.

Location agents and location consumer agents at a business location can create cases for accounts, contacts, consumers, and households.

Staff members with the location agent or location consumer agent role can do the following:

View information for the customers at their location.
Create cases for the accounts, contacts, households, and consumers.
Update cases created at their location.
Create consumers.

Case location

A case belongs to a business location. When a case is created by a location agent or manager, the Service Organization field on the Case form is automatically updated with the business location to which the agent or manager belongs. If the case is reassigned, this field is updated to that of the new agent or manager.

If the location agent or manager belongs to multiple locations, the Service Organization field can be kept empty. When you fill in this field, select carefully as the service organization controls a location agent's access to cases.

Note:

A case can belong to only one business location.

The Service Organization can be set manually for a new case or changed for an existing case. Changing the Service Organization doesn’t change the assigned agent.

Case access

Case access is controlled by the business location in the Service Organization field on the Case form. The following users can access cases:

Staff members at the business location with the location agent or location consumer agent role.
Managers at the business location with the location manager role.

Cases for a business location are added to the Cases related list on the internal or external business location form.

When a case is created, the service organization on the case is the service organization of the user who creates the case.
When a case is assigned to an agent, the service organization on the case is updated to the service organization of the assigned agent.

Note:

Only external staff with the location agent can act as fulfillers. For more information, see External business location (EBL) as a fulfiller.

Table 1. Case access for consumers
Consumer type	Case access
Consumer	Can manage their own cases.
Head of household	Can manage cases for all household members.
Authorized representative, regardless of household	Can manage cases for the consumer they represent.
Authorized representative, inside of household	Can manage cases for the consumer they represent as long as both are current members of the household.

Table 2. Case access for users
User	Required role	Case access
Location manager	Location manager	Can manage the cases in their location hierarchy.
Location staff member	Location agent Location consumer agent	Can manage the cases in their locations.
Account manager	Relationship agent	Can manage cases for their accounts.
Consumer relationship manager	Relationship agent	Can manage cases for their consumers.
Household relationship manager	Relationship agent	Can manage cases for their households.