Service Model Foundation personas

Release version: Australia

Updated June 11, 2026

3 minutes to read

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Summary of Service Model Foundation personas

Service Model Foundation (SMF) facilitates collaboration among distinct user personas involved in managing, delivering, and consuming services across various business locations and service organizations. These personas help administrators assign appropriate access, responsibilities, and tools tailored to the specific roles users perform. SMF personas are industry-agnostic and flexible, allowing a single user to assume different roles at different locations based on their responsibilities.

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Key Features

Roles and Responsibilities: Users have roles defined at the user level, while responsibilities are tied to specific business locations. This combination governs what actions users can perform within each service organization.
Persona Flexibility: A user can have multiple personas across different locations, such as acting as a Location Manager in one branch and a Contributor in another.
Industry-Agnostic Personas: Personas are designed to be adaptable across industries and organizational needs without being linked to specific job titles.

Service Model Foundation Personas and Their Practical Use

The personas represent various ways users interact with business locations and service organizations. Each persona supports specific operational needs and customer interactions:

Service Organization Contributor: Assigned to a specific service organization, can make requests for their location and view location-related cases. Example: Bank branch tellers handling customer requests and reporting issues.
Location Agent: Reports issues and manages cases for both business and consumer customers at a location. Example: Radiology operations associates submitting and fulfilling requests.
Location Consumer Agent: Focuses on consumer interactions and case management at a location. Example: In-store customer care associates assisting shoppers in retail.
Location Manager Contributor: Manages teams at a business location and submits requests for operational issues. Example: Hotel front desk managers overseeing daily operations and support requests.
Location Manager: Combines managing teams and fulfilling cases, contributing actively to issue resolution. Example: College supervisors managing student services and departmental requests.
Location Support Agent: Supports other business locations by handling their requests and viewing organizational details. Example: Public sector shared services assisting other departments.
Location Relationship Manager: Manages relationships with external business locations, supporting third-party entities. Example: Dealership liaisons supporting manufacturer-dealer relationships in automotive manufacturing.
Administrator: Supports the configuration and management of service organizations and role assignments but does not directly use the application for service delivery.

Key Outcomes

Enables precise access control and role assignment aligned with organizational structure and operational needs.
Supports adaptable and scalable service management across multiple industries and locations.
Facilitates clear role definitions that enhance collaboration between internal teams and external partners.
Improves service delivery by aligning user personas with their specific responsibilities and workflows within the Service Model Foundation framework.

Understand the key personas involved in managing and using Service Model Foundation and their responsibilities in supporting business locations and service operations.

Understanding Service Model Foundation personas

Service Model Foundation supports collaboration between multiple personas, each playing a distinct role in managing, delivering, and consuming services. Understanding these roles helps administrators assign the right access, responsibilities, and tools within the framework.

Service Model Foundation (SMF) supports access based on predefined personas that reflect the type of work users perform within a service organization. Because SMF is industry-agnostic, these personas aren’t tied to specific job titles and can be tailored to match your organization’s needs.

A single user can represent different personas across multiple business locations. For example, a user might act as a Location Manager at one branch and a Contributor at another. SMF models this flexibility through:

Roles – Defined at the user level.
Responsibilities – Defined according to business location.

The combination of user roles and responsibilities determines what a user can do within each service organization.

Service Model Foundation user personas and their interactions with different industry verticals

Each following persona represents a different way users interact with business locations and service organizations.

Table 1. Service Model Foundation user personas
Persona	Related role	Description	Industry vertical example
Bank branch teller	Service organization contributor	A service organization contributor is assigned to a specific service organization and can make requests on behalf of their business location. They can also view any cases submitted by others for their location.	Banking: At the local Solana Bank branch, tellers primarily handle customer requests in person that don’t require case filing. Occasionally, they report operational issues or request support for their branch. These team members are service organization contributors.
Radiology operations associate	Location agent	A location agent works within a service organization to report issues and manage cases for both B2B and B2C customers at their business location.	Healthcare: The operations associate in the radiology department submits requests for patients and the department overall. They also fulfill requests assigned to radiology.
In-store customer care associate	Location consumer agent	A location consumer agent focuses specifically on B2C customers, reporting issues and managing cases assigned to their business location. Their role is similar to a location agent, but they're more centered on consumer interactions.	Retail: Solana Grocery has an in-store customer care department to assist shoppers. These customer care agents primarily interact with customers rather than working on the shop floor and are modeled as location consumer agents.
Hotel manager at a franchise location	Location manager contributor	A location manager contributor manages their business location teams while also submitting requests for issues that arise.	Hospitality: The front desk manager oversees daily operations and submits requests for support on behalf of the front desk and guests when needed.
College supervisor	Location manager	A location manager can contribute to their business locations, manage the team, and fulfill cases assigned to the location. This role combines the responsibilities of a location manager contributor with active case resolution.	Higher Education: The registrar manages a team that assists students with registration. They occasionally request help from other departments and temporarily add student workers to their team. The registrar also fulfills requests from students, professors, and other departments such as financial aid.
Inter-departmental support agent	Location support agent	A location support agent is assigned to a specific service organization and focuses on helping other business locations with their requests. They can view details about the organizations requesting support.	Public Sector: The Solana City government’s shared services department fulfills requests from other departments, such as IT or purchasing. Staff serving other departments are modeled as location support agents.
Regional dealership liaison	Location relationship manager	A location relationship manager is responsible for managing relationships with external business locations. This role is dedicated to supporting third-party locations through a primary internal contact.	Manufacturing: Dealerships may be managed by external teams while representing the manufacturer. Solana Cars manufactures vehicles and sells them through a network of dealerships, some company-owned and others managed via dealer groups.
Platform configuration admin	Administrator	An administrator doesn't use the application directly, but supports configuration of the service organization, hierarchy management, and assignment of member roles and responsibilities, including related-party configurations.