Associate customers to a service organization

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Associate your customers to a service organization (SO) by using the Customer Service Management (CSM) application. By establishing a relationship between your customers and the SO, your SO members can create or resolve cases for the customers at a business location.

    Before you begin

    Role required: admin, sn_customerservice_manager, sn_customerservice.svc_location_manager, sn_customerservice.svc_location_manager_contributor, and sn_bus_loc.location_relationship_manager

    About this task

    You can associate customers (accounts, consumers, and households) by using the service organization criteria [service_organization_criteria] table. This association helps your organization to gain access to all customers associated with a business location.

    Procedure

    1. Navigate to All > Customer Service > Service Organizations > Business Locations > Internal or External Business Locations.
    2. Select the required internal or external business locations record.
    3. From the Service Organization Customer Criteria related list, select New.
    4. On the form, fill in the fields.
      Table 1. Service Organization Customer Criteria form

      Field

      Description

      Service Organization Criteria

      		 Criteria that define the customers at a service organization.

      Service Organization

      		 Service organization that serves the customers that match the criteria.

      Active

      Check box to activate or deactivate the service organization customer criteria.

      By default, the active field is set to True.

      Note:
      Only one active criterion is enabled per table to be associated with a service organization.
    5. Select Submit.
      A service organization criterion is defined for a business location.