Service Model Foundation cases

Release version: Zurich

Updated July 31, 2025

2 minutes to read

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Summary of Service Model Foundation cases

Service Model Foundation cases enable location agents and location consumer agents at business locations to efficiently manage cases related to accounts, contacts, consumers, and households. This functionality supports staff members with specific roles to view customer information, create and update cases, and manage consumers within their assigned business locations.

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Case Location and Access Management

Each case is associated with a single business location through the Service Organization field, which is set automatically based on the agent or manager who creates or is assigned the case. This field determines the access scope for location agents and managers. If an agent or manager belongs to multiple locations, the Service Organization field can be left empty, but selecting it carefully is crucial as it governs case access permissions.

Case access is controlled primarily by the business location indicated in the Service Organization field. Authorized users include:

Location agents and location consumer agents at the business location
Location managers overseeing the location hierarchy

Cases appear in the Cases related list on the internal or external business location form, ensuring straightforward tracking. When cases are reassigned, the Service Organization updates accordingly, but the assigned agent remains unchanged.

Roles and Permissions for Case Access

Access to cases varies based on user roles:

Location Manager: Can manage all cases within their location hierarchy.
Location Agent / Location Consumer Agent: Manage cases within their business locations.
Account Manager / Consumer Relationship Manager / Household Relationship Manager (all Relationship Agents): Manage cases for their respective accounts, consumers, or households.

Only external staff with the location agent role can act as fulfillers for cases.

Consumer Case Access

Consumers and their representatives have defined case management permissions:

Consumer: Can manage their own cases.
Head of Household: Can manage cases for all household members.
Authorized Representative (any household): Can manage cases for the consumer they represent.
Authorized Representative (inside the household): Can manage cases for represented consumers who are current household members.

Practical Implications for ServiceNow Customers

This setup ensures clear ownership, access control, and management capabilities for cases tied to business locations, making it easier for ServiceNow customers to organize and delegate case responsibilities effectively. Understanding role-based access and how the Service Organization field governs case visibility helps optimize case handling workflows and security within your organization.

Location agents and location consumer agents at a business location can create cases for accounts, contacts, consumers, and households.

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

View information for the customers at their location.
Create cases for accounts, contacts, households, and consumers.
Update cases created at their location.
Create consumers.

Case location

A case belongs to a 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 to which the agent or manager belongs. If the case is reassigned, this field is updated to that of the new agent or manager.

If the location agent or manager belongs to multiple locations, the Service Organization field can be kept empty. When you fill in this field, select carefully as the service organization controls a location agent's access to cases.

Note:

A case can belong to only one business location.

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

Case access

Case access is controlled by the business location in the Service Organization field on the Case form. The following users can access cases:

Staff members at the business location with the location agent or location consumer agent role.
Managers at the business location with the location manager role.

Cases for a business location are added to the Cases related list on the internal or external business location form.

When a case is created, the service organization on the case is the service organization of the user who creates the case.
When a case is assigned to an agent, the service organization on the case is updated to the service organization of the assigned agent.

Note:

Only external staff with the location agent can act as fulfillers. For more information, see External business location (EBL) as a fulfiller.

Table 1. Case access for consumers
Consumer type	Case access
Consumer	Can manage their own cases.
Head of household	Can manage cases for all household members.
Authorized representative, regardless of household	Can manage cases for the consumer they represent.
Authorized representative, inside of household	Can manage cases for the consumer they represent as long as both are current members of the household.

Table 2. Case access for users
User	Required role	Case access
Location manager	Location manager	Can manage the cases in their location hierarchy.
Location staff member	Location agent Location consumer agent	Can manage the cases in their locations.
Account manager	Relationship agent	Can manage cases for their accounts.
Consumer relationship manager	Relationship agent	Can manage cases for their consumers.
Household relationship manager	Relationship agent	Can manage cases for their households.