Service Model Foundation tables

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of Service Model Foundation tables

    The Service Model Foundation feature in ServiceNow enhances your service management capabilities by adding and modifying tables through specific plugins. Activating these plugins allows you to manage business locations, customer service households, and service organizations more effectively.

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    Key Features

    • Business Location Plugin:
      • Business Location: Stores business location records.
      • Internal Business Location: Records for internal business locations.
      • External Business Location: Records for external business locations.
    • Customer Service Household Plugin:
      • Household: Stores consumer household records.
      • Household Member: Records for consumers added to households.
      • Household Team Member: Records internal user relationships with households.
      • Household Member Relationship: Tracks relationships between consumers in the same household.
    • Service Organization Plugin:
      • Service Organization: Stores service organization records.
      • Service Organization Member: Records users in internal service organizations.
      • Service Organization External Staff: Records users in external service organizations.
      • Service Organization Member Responsibility: Configures staff responsibilities.
    • Customer Service Base Extension Entities Plugin:
      • Consumer to Consumer Relationship: Tracks relationships between consumers.
      • Consumer Team Member: Records relationships between internal users and consumers.
    • Customer Service Install Base Management Plugin:
      • Consumer Sold Product: Stores records of sold products to consumers.

    Key Outcomes

    By utilizing the Service Model Foundation feature and its associated plugins, customers can expect improved organization of service-related data, enhanced visibility into customer relationships, and streamlined management of service locations and products sold. This leads to more effective customer service delivery and better operational tracking.

    Tables that are included with or modified by the plugins that enable the Service Model Foundation feature.

    The Service Model Foundation feature adds new tables or modifies existing tables when you activate the following plugins:
    • Business Location (com.snc.business_location)
    • Customer Service Household (com.snc.household)
    • Service Organization (com.snc.service_organization)
    • Customer Service Base Extension Entities (com.snc.cs_base_extension)
    • Customer Service Install Base Management (com.snc.install_base)

    Business Location plugin

    The Business Location plugin adds the following tables.
    Table 1. Different table names for the Business Location plugin
    Table Description
    Business Location

    [sn_csm_business_location]

    Extends the Service Organization [sn_customer_service_organization] table.

    A business location is one type of service organization. This table stores business location records.
    Internal Business Location

    [sn_csm_business_location_internal]

    Extends the Business Location [sn_csm_business_location] table.

    This table stores internal business location records.
    Note:
    An internal business location is a business location with the Internal field set to true.
    External Business Location

    [sn_csm_business_location_external]

    Extends the Business Location [sn_csm_business_location] table.

    This table stores external business location records.
    Note:
    An external business location is a business location with the Internal field set to false.

    Customer Service Household plugin

    The Customer Service Household plugin adds or modifies the following tables.
    Table 2. Table names for the Customer Service Household plugin
    Table Description
    Household

    [csm_household]

    Stores consumer household records.

    For the Service Model Foundation feature, this table is updated to support the head of household.
    Household Member

    [csm_household_member]

    		 Stores records of the consumers who have been added to households.
    Household Team Member

    [sn_customer_rel_household_to_user]

    		 Stores records for each of the household team member relationships that have been created between an internal user and a household.
    Household Member Relationship

    [sn_customer_rel_household_member_relationship]

    Extends the Consumer to Consumer Relationship [sn_customer_rel_consumer_to_consumer] table.

    This table stores records for each of the relationships that have been created between two consumers who belong to the same household.

    Service Organization plugin

    The Service Organization plugin adds the following tables.
    Table 3. Table names added by the Service Organization plugin
    Table Description
    Service Organization

    [sn_customer_service_organization]

    A unidirectional relationship between a company and a service organization, with a reference to the company record added from the service organization.

    Stores records for service organizations, including business locations and internal business locations.

    Note:
    The following new columns are replicated from the company [core_company] table to the service organization [sn_customer_service_organization] table:
    • Active: Track the operational status of the service organization.
    • Domain: Enable domain separation.
    • Company: Reference to the core_company table.
    Service Organization Member

    [sn_csm_service_organization_member]

    		 Stores records for the users who belong to internal service organizations.
    Service Organization External Staff

    [sn_csm_service_organization_external_staff]

    Extends the User [sys_user] table.

    Stores records for the users who belong to external service organizations.

    Note:
    If the Company field is populated, the Service Organization field displays only those service organizations that are associated with the company record. Similarly, if the Service Organization field is populated, the Company field displays only those companies that are associated with the service organization.
    Service Organization Member Responsibility

    [sn_csm_svc_org_member_responsibility]

    		 Configure the responsibilities of the staff working at service organizations or its extended entities.

    Customer Service Base Extension Entities plugin

    The Customer Service Base Extension Entities plugin adds the following tables.
    Table 4. Table names added by the Customer Service Base Extension Entities plugin
    Table Description
    Consumer to Consumer Relationship

    [sn_customer_rel_consumer_to_consumer]

    		 Stores records for each of the relationships that have been created between two consumers, regardless of household.
    Consumer Team Member

    [sn_customer_rel_consumer_to_user]

    		 Stores records for each of the consumer team member relationships that have been created between an internal user and a consumer.

    Customer Service Install Base Management plugin

    The Customer Service Install Base Management plugin adds the Consumer Sold Product [sn_install_base_m2m_consumer_sold_product] table. This table stores records for each sold product (products and components) that have been sold to a consumer.

    Tables used by Service Model Foundation

    Tables from existing plugins that are used by the Service Model Foundation feature to support customers.
    Table 5. Existing plugins and tables used by the Service Model Foundation feature
    Plugin Table New columns
    Customer Service (com.sn_customerservice) Responsibility Definition

    [sn_customerservice_responsibility]​
    Account Team Member

    [sn_customerservice_team_member]​
    Related Party Configuration

    [sn_customerservice_related_party_configuration]
    Case

    [sn_customersrevice_case]

    ​Household

    Service Organization​

    Consumer Profile
    Customer Service Install Base Management (com.snc.install_base) Sold Product

    [sn_install_base_sold_product​]

    Household

    Consumer Profile
    Install Base Item

    [sn_install_base_item]

    Consumer Profile
    Customer Service Management for Orders (com.snc.csm.order) Order

    [csm_order]​

    Household​

    Service Organization​