---
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


---

# Setting up inter-organization support

# Setting up inter-organization support {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Summarize  
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## Summary of Setting up inter-organization support

The inter-organization support capability in ServiceNow, enabled via the business location (com.snc.businesslocation) plugin, allows agents at one business location to access critical information about other business locations they support.
This includes contact details, install base items, and existing cases.
By providing this visibility, agents can efficiently resolve cases raised by other locations, facilitating faster and more coordinated support across multiple business units or sites.
Show full answer Show less  

## Use Case

For example, in a national retail chain with numerous stores, each store has dedicated support teams for daily operations, while regional teams provide additional assistance. Without inter-organization support, regional agents lack full access to store-specific information, causing delays in issue resolution. By associating stores with their regional service organizations, regional agents gain visibility into store details and cases. This enables quicker coordination and issue resolution, improving store performance and customer satisfaction.

## Key Benefits

* **Improved agent experience:** Agents gain visibility into other business locations they support, enhancing their ability to assist effectively.
* **Reduced resolution time:** Access to relevant context alongside cases reduces unnecessary communication and speeds up problem-solving.
* **Increased operational efficiency:** Support structures can be organized through hierarchies or relationships, streamlining service delivery across organizations.  
Provide your agents at a business location with the visibility into other business locations that they support using the inter-organization support capability. This way, you can enable location support agents to resolve cases
raised by other business location.

## Overview

The Service Model Foundation enables business locations to request help from others and fulfil such requests. Besides supporting customers, business locations can also support other service organizations.

Currently, there is no easy way for agents who are assigned to a specific business location to access the details they need about other business locations they support, such as contact information, install base items, or
existing cases.

With the inter-organization support capabilities, you can enable your business location agents to access additional details about the other business locations they serve, facilitating quicker and more efficient support for
the requesting service organization.  
Note:  
You can activate this capability by enabling the business location (com.snc.business_location) plugin.

## Use case {#setup-bus-loc-serviced-by-bus-loc__section_e5s_qz4_1cc}

Streamlined support for national retail chains: In the retail segment, store and central support teams assist with day-to-day store operations at the market, country, or segment level. The retailers aim to structure these
teams to support only the stores or franchises within their countries. For effective customer support, store agents need full access to the stores, but currently, regional support agents lack full access to the service
organizations, limiting their effectiveness.

For example, the ABC retail operates with more than 150 stores nationwide. Each store has its own dedicated support team for daily operations, while regional support teams provide additional assistance. However, the regional
location support agents currently lack full access to the service organizations, resulting in delays and inefficiencies in addressing store issues.

With the inter-organization capability, ABC retail can:

* Setup inter-organization support for their stores by associating each store with its regional service organization.
* Enable regional location support agents to view context about the stores they support, including contact information, install base, and existing cases.

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This way, the regional support agents can quickly access necessary information and other details, coordinate efficiently with store agents, and resolve issues more effectively. This improves overall store performance and
customer satisfaction.

## Key benefits {#setup-bus-loc-serviced-by-bus-loc__section_hxn_vz4_1cc}

Inter-organization support offers the following benefits:

* Improve agent experience: Provide agents at a business location with visibility into the other business locations they support.
* Reduce resolution time: Minimize back-and-forth communication by providing key context alongside cases for service organizations.
* Increase operational efficiency: Define support structures for service organisations through hierarchy or relationship-based criteria.
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