Using the Business Location Service Portal

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Using the Business Location Service Portal

    The Business Location Service Portal (BLSP) is a comprehensive tool within the Customer Service Management (CSM) application designed to help ServiceNow customers efficiently manage both internal and external business locations. Available to users with thesncustomerservice.svclocationmanager,sncustomerservice.svclocationmanagercontributor, andadminroles, the portal provides a centralized interface for viewing business locations, managing staff, submitting cases, and accessing knowledge resources.

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    Key Features

    • 360º View of Business Locations: Access detailed information including organization numbers, names, managers, addresses, and hierarchical relationships such as parent and child organizations.
    • Staff Management: Add and assign members to business locations. Only users with a manager role in their buyer organization can assign members, ensuring controlled access.
    • Case Submission and Management: Create and track cases related to business locations, sold products, or install base items deployed at service organizations.
    • Knowledge Base Access: Search and browse Knowledge Base articles, view top-rated or most viewed articles, and explore featured community content directly from the portal.
    • Community Engagement: Connect with peers, ask questions, and participate in forums through integrated community access.
    • Notifications: Receive notifications for open case tasks visible to customers, relevant to your roles and memberships, with easy access to all notifications.
    • Search and Service Browsing: Quickly search support articles and requests, or browse services to report issues and register members at external business locations.

    Practical Benefits for ServiceNow Customers

    • Streamlines management of complex business location structures by providing detailed, organized views and actionable controls.
    • Empowers designated users to efficiently add staff and manage member assignments with appropriate role-based access controls.
    • Facilitates comprehensive case handling by allowing submission and tracking of cases directly related to business locations and their associated products or install bases.
    • Enhances self-service and knowledge sharing through integrated Knowledge Base search and community features, reducing resolution times.
    • Improves visibility of important case-related notifications to keep users informed about ongoing issues.

    Additional Considerations

    Functionality such as registering and assigning staff, as well as reporting cases on behalf of business organizations or related products, depends on configurations set by your ServiceNow administrator. Users should ensure that appropriate roles are assigned to perform these actions effectively.

    Use the Business Location Service Portal (BLSP) available with the Customer Service Management (CSM) application as a one-stop shop to manage the internal and external business locations.

    As a user with the sn_customerservice.svc_location_manager, sn_customerservice.svc_location_manager_contributor, and admin role, you can use the Business Location Service Portal page to:
    • Get a 360º view of a business location.
    • Add and manage staff members.
    • Submit cases against business locations, sold products, or install base items deployed at a service organization.
    • Access Knowledge Base articles and engage with the community.
    Figure 1. Business Location Service Portal
    Landing page for Business Location Service Portal. For more information, refer to information that follows.

    From the Business Location Service Portal, you can access and use the following features:

    Table 1. Business Location Service Portal
    UI component Description
    Support Select Support to create a customer case.
    Knowledge Selecting Knowledge on the header takes you to the kb_home page. You can search the Knowledge Base or view a list of top-rated or most viewed Knowledge Base articles.
    Cases View the list of cases.
    Notification Displays notifications for case tasks with the following criteria
    • State is Open.
    • Visible to customer check box is selected.
    • User has the Location manager Contributor (sn_customerservice.svc_location_manager_contributor), or Service Organization Contributor roles (sn_customerservice.service_organization_contributor).
    • User is a member of the business location for which the case task is created.

    You can view only 7 notifications in the notification tab. To view all the notifications for a case task, select View all notifications.
    Profile menu Select your profile photo to either view your profile or log out.
    Search Enables you to search support articles and requests. Enter a search term and select Search to view the search results.
    Browse Services Select Browse Services to report an issue or request a service. Use the service to register a member at an external business location.
    View Articles Explore the knowledge base to get the information.
    Ask the community Provides access to the Community home page. You can use the community to ask questions and get answers, connect with people who share similar expertise, and join forums and participate in discussions.
    My Business Organizations Get the 360º view of the business location. Use the feature to:
    • Add a member to an external business location.
    • Report cases on behalf of a business location.
    • Report cases against sold products deployed at a business location.
    • Report cases against install base items deployed at a business location.
    Featured Articles View featured community content.
    Most Viewed articles View a list of the most viewed articles.

    Depending on the configuration set by your administrator, you can perform the following tasks from the Business Location Service Portal:

    • Register and assign staff members to a business organization
    • Report cases on behalf of a business organization
    • Report cases against sold products deployed at a business organization
    • Report cases against install base items deployed at a business organization
    • Access knowledge base articles and frequently asked questions