--- sourceDocument: Zurich Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # External Business Location form # External Business Location form {#ariaid-title1} * Release version: Zurich * * Updated July 31, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read In the Customer Service Management (CSM) application, the Service Model Foundation uses the External Business Location (EBL) form to store information about an external business location. This information includes the staff members assigned to that location, cases, sold products, and install base items created for customers. {#ext-business-location-form__table_oxs_s2g_qtb__entry__2} | Field | Definition | |-|-| | Number | Automatically generated number of the external business location. By default, location numbers start with the prefix EBL. | | Name | Name of the external business location. | | Type | Type of organization. Select any one of the following: * Business location: Physical location of a business where a business operates * Business group: An organization that might also consist of a collection of parent and child companies operating as a single entity. {#ext-business-location-form__ul_ibf_nvr_ffc} | | Business function | Type of functions offered at a business location. Select the following business function: * Service: Select this type if a business location provides service-related functions, such as providing support, or resolving cases for accounts, consumers, or other business locations. * Sales: Select this type if a business location provides sales-related activities, such as creating or managing orders, generating quotes, handling opportunities or leads, managing pricing, offering product recommendations, or supporting account-based selling for accounts, consumers, or other business locations. * Service and Sales: Select both service and sales if the business location is providing both service-related and sales-related activities. Note: You can create and manage orders and cases by selecting both types of business functions. {#ext-business-location-form__ul_k1j_nl5_2fc} | | Manager | Manager of the external business location. Note: Both internal and external users can be added as managers for external business locations. | | Parent Business Location | Parent of the business location. Use this field to create a parent-child hierarchy. | | Street | Street address of the external business location. | | City | City where the external business location is located. | | State/Province | State or province where the external business location is located. | | ZIP/Postal code | ZIP code or postal code for the external business location. | | Customers served | Types of customers who are served at a business location. Customers served can be defined using two options: * All Customers: Enables service organization staff to create and resolve issues for all the customers. * Criteria-based: Enables service organization staff to create and resolve issues only for customers associated with the service organization using a criteria. Associate a channel partner to add roles in the Service Organization tab. {#ext-business-location-form__ul_x24_gcm_byb} | | Website | Web address for the internal business location. | | Email | Email ID used by the internal business location. | | Phone | Phone number for the internal business location. | | Open date | Date on which the business location becomes operational and available for customers. | | Close date | Date on which the business location becomes non-operational and unavailable for customers. Note: The closed date must not be earlier than the open date. | | Status | Current status of the business location whether In progress, Operational, non-operational, or closed. | | Description | Description of the business location. | [Table 1. External Business Location form fields] {#ext-business-location-form__table_oxs_s2g_qtb} ## External business location related lists {#ext-business-location-form__section_ihh_lfg_qtb} The External Business Location form includes the following related lists. {#ext-business-location-form__table_wts_433_gmb__entry__2} | Related list | Description | |-|-| | Members | Internal and external users who have been added as staff members at this business location. * Staff members can create cases for customers at their business locations. * Staff members can access customer cases and information where the Service Organization field on the Case form matches their business locations. {#ext-business-location-form__ul_m5r_2j3_gmb} For more information about adding staff members to an external business location, see [Add staff members to a business location](https://www.servicenow.com/docs/dFE1FtCT8nimH2JnkBLQRw "Add users as staff members to a business location so that they can support accounts, contacts, consumers, and households."). | | Child External Business Locations | List of external business location records. For more information about creating external business locations, see [Create an external business location](https://www.servicenow.com/docs/w1kkKqdlEvmyXso9eHV7dQ "Create an external business location to enable users and consumers to create accounts, contacts, consumers, and households."). | | Assignment Groups | List of all associated assigned groups of the internal business location. For more information, see [Setting up assignment groups](https://www.servicenow.com/docs/Nj3lylG02qqMV~CojJcKTQ "Associate your assignment groups with an internal or an external business location. This association forms a one-to-many (1:M) relationship, which means, one or more groups can be associated with a service organization. This process makes it easier to route cases to the appropriate team member using the inter-organization support capability."). | | Available Services | List of services supported by the business location. For more information, see [Setting up products and available services at a business location](https://www.servicenow.com/docs/jzeOztb3u_PAwM6VQSsXGA "By setting up the relationships between organizations and users in the Customer Service Management (CSM) application, your organization can associate the products and services with the service organization (SO). The SO staff can then address the customer queries about the products and services at a business location and even raise a case on the behalf of their customers."). | | Customer Projects | List of all projects assigned to the business location. Select a project to see Project Tasks, Sub Projects, and Cases assigned to the project. Note: * A location manager can see projects of their respective and child business locations. To learn more about roles, see [Service Model Foundation roles](https://www.servicenow.com/docs/1UAAvJ3T6Mh6URgBZLw5Tw "Roles that are included with the plugins that enable the Service Model Foundation feature."). * A list of project tasks under the customer project tab is visible only if the Visible to Customer is selected during project task creation. {#ext-business-location-form__ul_fd5_1cp_qdc} To learn more about project creation, see [Create customer projects](https://www.servicenow.com/docs/ABOzTUw10FAIOzA4B~mcJA "Create customer projects at internal or external business locations to manage location openings, renovations, closings, or other location-specific initiatives."). To learn more about project task creation, see [Create a project task from a project](https://www.servicenow.com/docs/access?context=t_CreateATaskFromAProject&version=zurich&pubname=zurich-it-business-management&ft:locale=en-US). | | Service Organization Customer Criteria | List of customers supported by an external business location. For more information about associating customer criteria to an external business location, see [Define the configuration type for customers or business locations](https://www.servicenow.com/docs/ROF9p2xAhUm7BKBVBMQDOg "Define the configuration type to provide service to customers or business locations within any service organization (SO) using the Customer Service Management (CSM) application."). | | Cases Requested by Location | Cases that have been created and requested by this location. For more information about assigning cases to an external business location, see [Create and manage cases for a business location](https://www.servicenow.com/docs/Uqz2PFkxE4Ybh_mU4VrgAQ "As a staff member with the location agent role, create and manage cases for your business locations."). | | Cases Assigned to Location | Cases that have been created and assigned to this location. For more information about creating and managing cases, see [Create and manage cases for a business location](https://www.servicenow.com/docs/Uqz2PFkxE4Ybh_mU4VrgAQ "As a staff member with the location agent role, create and manage cases for your business locations."). Note: This tab appears only if the business function is set as Service. | | Account Staff Relationships | Relationships that have been created between staff members and accounts at this location. Account staff relationships are created using the Account Manager responsibility. For more information about creating an account staff relationship, see [Create an account staff relationship](https://www.servicenow.com/docs/vCsl62DT0hhkPFOcUd1Dvw "Create a relationship between a staff member at a business location and an account."). | | Consumer Staff Relationships | Relationships that have been created between staff members and consumers at this location. Consumer staff relationships are created using the Relationship Manager responsibility. For more information about creating a consumer staff relationship, see [Create a consumer staff relationship](https://www.servicenow.com/docs/JJbWG2WJ6mBPFaNtFVtb~w "Create a relationship between a staff member at a business location and a consumer."). | | Household Staff Relationships | Relationships that have been created between staff members and households at this location. Household staff relationships are created using the Relationship Manager responsibility. For more information about creating a household staff relationship, see [Create a household staff relationship](https://www.servicenow.com/docs/satDT5fU9Mhk4w~B9J6nBQ "Create a relationship between a staff member at a business location and a household."). | | Sold Products | Sold products that have been created for customers at this location. To learn more about creating and managing sold products for an external business location, see [Create and manage sold products for a business location](https://www.servicenow.com/docs/aGhx_gtP7ucaEgD2gDLwIw "Staff members with the location agent role can manage sold products for their business locations."). | | Install Base Items | Install base items that have been created for customers at this location. For more information about creating and managing install base items for an external business location, see [Create and manage install base items for a business location](https://www.servicenow.com/docs/f0Z7NypZB9BNTSInbeRzrQ "As a staff member with the location agent role, create and manage install base items for your business locations."). | [Table 2. Related lists for the External Business Location form] {#ext-business-location-form__table_wts_433_gmb} **Related tasks** * [Create an internal business location](https://www.servicenow.com/docs/qYZyCoPwLe8UT7iydYiJNw "Create an internal business location to enable users and consumers to create accounts, contacts, consumers, and households.") **Related reference** * [Service Model Foundation relationships](https://www.servicenow.com/docs/MB5RLH2EVzNn1neI7iR__w "Create relationships between an agent and a customer or between two consumers that provide additional access to customer data.")