---
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


---

# Create and manage cases for a business organization

# Create and manage cases for a business organization {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
As a staff member, create and manage cases for your business organizations (formerly
business locations).

## Before you begin

Role required: Any one of the following roles:

* admin
* sn_customerservice.svc_location_agent
* sn_customerservice.svc_location_consumer_agent
* sn_customerservice.svc_location_manager
* sn_bus_loc.svc_location_support_agent
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## About this task

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, and contacts at their location (location agent).
  * the households, and consumers at their location (location consumer agent).
* Create consumers.
* Update cases created at their location.
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A case belongs to one business organization (formerly business
location). When a case is created by a location agent, location consumer or manager, the Requestor Organization field on the Case form is
automatically updated with the business organization that the agent or manager belongs to. If the case is
reassigned, this field is updated to show the new agent or manager.

If the location agent, location consumer agent or manager belongs to multiple locations, the Requestor Organization field may be kept empty. When you fill in this field, make your selection carefully because the service
organization controls a location agent's access to cases.

The Requestor Organization and Provider Organization can be set manually for a new case or
changed for an existing case. Changing the
organization doesn't change the assigned agent.

Location agents, location consumer agents and managers can create cases for business
organizations without adding an account, contact, or consumer. The location agent, location consumer agent or manager who creates the case is added to the
Opened by field.

As a Location Support Agent \[sn_bus_loc.svc_location_support_agent\], you can fulfil cases requested by the organizations that your business organization serves. You can view the Contracts and
Entitlements by navigating to AllContracts and EntitlementsCustomer contracts/Entitlements.  
Important:  
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 display several Service Model Foundation entities that are renamed, including the previous and current names.").

## Procedure

1. Navigate to AllCustomer ServiceCases and select Create New.
2. **Optional:** Select the type of case that you want to create.
3. On the form, fill in the fields.  
   For a description of the field values, see [Case form](https://www.servicenow.com/docs/ad3IPbYnr0XPnAoHqEJreA "The Case form displays detailed information about a customer issue or problem.").
4. Select Submit.
5. **Optional:** Perform the following tasks on a case:  
   * Assign a case to yourself by selecting the Assign to me button on the Case form and resolve cases assigned to your organization.
   * Add comments and work notes, and follow the standard case resolution flow, including:
     * Propose a solution by selecting the Propose solution button.
     * Close cases by selecting the Close Case button.
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   * Create and update case tasks by selecting the New button from the Tasks related tabs.
   * View task SLAs, Appointments, Email, Attached Knowledge, Knowledge Gaps Escalations, and Affected install base items on accessible cases.
   * Read published knowledge articles and raise knowledge feedback from the Attached Knowledge related tab.
   * Related cases can be accessed from the related search results on the case.
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**Related tasks**   

* [Assign responsibilities](https://www.servicenow.com/docs/OP6UZChBPAdSwAW6R5NcSQ "Use the responsibility data model to assign responsibilities to an organization member.")
* [Assign roles](https://www.servicenow.com/docs/9B0~RHiTQN_y9FciAVFfhQ "Assign roles to internal and external users to facilitate proper access to service organizations, business organizations (formerly business locations), and households. By assigning required roles, you can enable each user to have the necessary permissions to perform their tasks effectively.")
* [Create a customer service case](https://www.servicenow.com/docs/K5MQz1zHQ6SsUY1cervpUA "Customer service agents and agent managers can create cases using the Customer Service Management application.")  
**Related reference**   

* [Service Model Foundation cases](https://www.servicenow.com/docs/SOvthtodQzLvi2YJc1GQ3A "Location agents and location consumer agents at a business organization (formerly business location) can create cases for accounts, contacts, consumers, and households.")

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