---
sourceDocument: Yokohama Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/customer-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Create and manage cases for a business location

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

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

As a staff member with the location agent role, create and manage cases for your
business locations.

## Before you begin

Role required: admin, sn_customerservice.svc_location_agent, and
sn_customerservice.svc_location_manager

## About this task

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

* View information for the customers at their location.
* Create cases for the accounts, contacts, households, and consumers at their location.
* Create consumers.
* Update cases created at their location.
{#manage-business-location-cases__ul_psr_kqh_dmb}

A case belongs to one 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 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 or manager belongs to multiple locations, the
Service Organization field may be left empty. When you
fill in this field, make your selection carefully because the service organization
controls a location agent's access to cases.

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

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

## Procedure

1. Navigate to AllCustomer ServiceCases and click 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/erFsdqiKQt7_K0Q2JEZBgQ "The Case form displays detailed information about a customer issue or problem.").
4. Click Submit.
**Related tasks**   

* [Assign responsibilities](https://www.servicenow.com/docs/Gp0cSbM9EjDWp5BFhF~svA "Use the responsibility data model to assign responsibilities to a service organization (SO) member.")
* [Assign roles](https://www.servicenow.com/docs/FF6~HD~4HBVIrrSmsGLI7g "Assign roles to internal and external users to facilitate proper access to service organizations, 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/T3UshDOp2133HLZhcNtI7w "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/o16zaEoa9t087mE948bjhQ "Location agents and location consumer agents at a business location can create cases for accounts, contacts, consumers, and households.")

*[\>]: and then