Using the Business Location Service Portal

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Using the Business Location Service Portal

    The Business Location Service Portal (BLSP), integrated with the Customer Service Management (CSM) application, provides ServiceNow customers a centralized platform to efficiently manage both internal and external business locations. Users with thesncustomerservice.svclocationmanager,sncustomerservice.svclocationmanagercontributor, oradminroles can leverage this portal to gain a comprehensive, 360º view of business locations, manage staff, submit cases, and access knowledge resources.

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    Key Features

    • 360º Business Location View: Offers detailed insights into business locations, enabling management and case reporting.
    • Staff Management: Register and assign staff members to business locations directly through the portal.
    • Case Management: Create and track cases related to business locations, sold products, or install base items deployed at these locations.
    • Knowledge Base Access: Search and explore top-rated or most viewed articles to resolve issues or gain information.
    • Community Engagement: Connect with peers, ask questions, and participate in forums via the integrated community access.
    • Notifications: Receive alerts for open case tasks relevant to the user’s roles and business location memberships, with quick access to notifications.
    • Search and Browse Services: Search support articles and requests or browse services to report issues or request new services, including registering members at external locations.
    • Profile Management: Access profile settings and logout options seamlessly within the portal.

    Practical Application for ServiceNow Customers

    By utilizing the BLSP, ServiceNow customers can streamline the management of business locations and related support activities. The portal supports efficient staff allocation, case reporting on various assets, and quick access to knowledge resources, all within a unified interface. This helps improve support responsiveness, maintain accurate business location data, and enhance collaboration through community engagement.

    Administrators can configure the portal to tailor functionalities such as case reporting and staff registration according to organizational needs, ensuring the portal aligns with business processes.

    Next Steps

    • Add staff members to business locations within the portal to ensure accurate representation and responsibility assignment.
    • Create and manage cases on behalf of business locations or related products to maintain effective issue tracking.
    • Leverage knowledge base articles and community resources to resolve issues promptly and empower users.

    Use the Business Location Service Portal (BLSP) available with the Customer Service Management (CSM) application as a one-stop shop to manage the internal and external business locations.

    As a user with the sn_customerservice.svc_location_manager, sn_customerservice.svc_location_manager_contributor, and admin role, you can use the Business Location Service Portal page to:
    • Get a 360º view of a business location.
    • Add and manage staff members.
    • Submit cases against business locations, sold products, or install base items deployed at a service organization.
    • Access Knowledge Base articles and engage with the community.
    Figure 1. Business Location Service Portal
    Landing page for Business Location Service Portal. For more information, refer to information that follows.

    From the Business Location Service Portal, you can access and use the following features:

    Table 1. Business Location Service Portal
    UI component Description
    Support Select Support to create a customer case.
    Knowledge Selecting Knowledge on the header takes you to the kb_home page. You can search the Knowledge Base or view a list of top-rated or most viewed Knowledge Base articles.
    Cases View the list of cases.
    Your Information Navigate to business locations, sold products, install base items, projects, and customer orders.
    Notification Displays notifications for case tasks with the following criteria
    • State is Open.
    • Visible to customer check box is selected.
    • User has the Location manager Contributor (sn_customerservice.svc_location_manager_contributor), or Service Organization Contributor roles (sn_customerservice.service_organization_contributor).
    • User is a member of the business location for which the case task is created.

    You can view only 7 notifications in the notification tab. To view all the notifications for a case task, select View all notifications.
    Profile menu Select your profile photo to either view your profile or log out.
    Search Enables you to search support articles and requests. Enter a search term and select Search to view the search results.
    Browse Services Select Browse Services to report an issue or request a service. Use the service to register a member at an external business location.
    View Articles Explore the knowledge base to get the information.
    Ask the community Provides access to the Community home page. You can use the community to ask questions and get answers, connect with people who share similar expertise, and join forums and participate in discussions.
    My Business Locations Get the 360º view of the business location. Use the feature to:
    • Add a member to an external business location.
    • Report cases on behalf of a business location.
    • Report cases against sold products deployed at a business location.
    • Report cases against install base items deployed at a business location.
    Featured Articles View featured community content.
    Most Viewed articles View a list of the most viewed articles.

    Depending on the configuration set by your administrator, you can perform the following tasks from the Business Location Service Portal:

    • Register and assign staff members to a business location
    • Report cases on behalf of a business location
    • Report cases against sold products deployed at a business location
    • Report cases against install base items deployed at a business location
    • Access knowledge base articles and frequently asked questions