Service Model Foundation tables

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Service Model Foundation tables

    The Service Model Foundation feature enhances ServiceNow by adding or modifying key tables through specific plugins. These tables are crucial for managing service locations, customer households, service organizations, consumer relationships, and sold products.

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    Key Features

    • Business Location Plugin: Introduces tables like Business Location, Internal Business Location, and External Business Location to manage various types of service organization records.
    • Customer Service Household Plugin: Includes tables such as Household, Household Member, and Household Team Member to support household management and relationships.
    • Service Organization Plugin: Adds Service Organization and related tables to store records for service organizations and their members.
    • Customer Service Base Extension Entities Plugin: Incorporates Consumer to Consumer Relationship and Consumer Team Member tables for managing consumer interactions.
    • Customer Service Install Base Management Plugin: Introduces the Consumer Sold Product table for tracking products sold to consumers.

    Key Outcomes

    By activating these plugins, ServiceNow customers can effectively manage their service model data, enhance customer service operations, and maintain detailed records of service organizations and consumer interactions, ultimately leading to improved service delivery and customer satisfaction.

    Tables that are included with or modified by the plugins that enable the Service Model Foundation feature.

    The Service Model Foundation feature adds new tables or modifies existing tables when you activate the following plugins:
    • Business Location (com.snc.business_location)
    • Customer Service Household (com.snc.household)
    • Service Organization (com.snc.service_organization)
    • Customer Service Base Extension Entities (com.snc.cs_base_extension)
    • Customer Service Install Base Management (com.snc.install_base)

    Business Location plugin

    The Business Location plugin adds the following tables.
    Table 1. Different table names for the Business Location plugin
    Table Description
    Business Location

    [sn_csm_business_location]

    Extends the Service Organization [sn_customer_service_organization] table.

    A business location is one type of service organization. This table stores business location records.
    Internal Business Location

    [sn_csm_business_location_internal]

    Extends the Business Location [sn_csm_business_location] table.

    This table stores internal business location records.
    Note:
    An internal business location is a business location with the Internal field set to true.
    External Business Location

    [sn_csm_business_location_external]

    Extends the Business Location [sn_csm_business_location] table.

    This table stores external business location records.
    Note:
    An external business location is a business location with the Internal field set to false.

    Customer Service Household plugin

    The Customer Service Household plugin adds or modifies the following tables.
    Table 2. Table names for the Customer Service Household plugin
    Table Description
    Household

    [csm_household]

    Stores consumer household records.

    For the Service Model Foundation feature, this table is updated to support the head of household.
    Household Member

    [csm_household_member]

    		 Stores records of the consumers who have been added to households.
    Household Team Member

    [sn_customer_rel_household_to_user]

    		 Stores records for each of the household team member relationships that have been created between an internal user and a household.
    Household Member Relationship

    [sn_customer_rel_household_member_relationship]

    Extends the Consumer to Consumer Relationship [sn_customer_rel_consumer_to_consumer] table.

    This table stores records for each of the relationships that have been created between two consumers who belong to the same household.

    Service Organization plugin

    The Service Organization plugin adds the following tables.
    Table 3. Table names added by the Service Organization plugin
    Table Description
    Service Organization

    [sn_customer_service_organization]

    Extends the Company [core_company] table.

    Stores records for service organizations, including business locations and internal business locations.
    Service Organization Member

    [sn_csm_service_organization_member]

    		 Stores records for the users who belong to internal service organizations.
    Service Organization External Staff

    [sn_csm_service_organization_external_staff]

    Extends the User [sys_user] table.

    Stores records for the users who belong to external service organizations.
    Service Organization Member Responsibility

    [sn_csm_svc_org_member_responsibility]

    		 Configure the responsibilities of the staff working at service organizations or its extended entities.

    Customer Service Base Extension Entities plugin

    The Customer Service Base Extension Entities plugin adds the following tables.
    Table 4. Table names added by the Customer Service Base Extension Entities plugin
    Table Description
    Consumer to Consumer Relationship

    [sn_customer_rel_consumer_to_consumer]

    		 Stores records for each of the relationships that have been created between two consumers, regardless of household.
    Consumer Team Member

    [sn_customer_rel_consumer_to_user]

    		 Stores records for each of the consumer team member relationships that have been created between an internal user and a consumer.

    Customer Service Install Base Management plugin

    The Customer Service Install Base Management plugin adds the Consumer Sold Product [sn_install_base_m2m_consumer_sold_product] table. This table stores records for each sold product (products and components) that have been sold to a consumer.

    Tables used by Service Model Foundation

    Tables from existing plugins that are used by the Service Model Foundation feature to support customers.
    Table 5. Existing plugins and tables used by the Service Model Foundation feature
    Plugin Table New columns
    Customer Service (com.sn_customerservice) Responsibility Definition

    [sn_customerservice_responsibility]​
    Account Team Member

    [sn_customerservice_team_member]​
    Related Party Configuration

    [sn_customerservice_related_party_configuration]
    Case

    [sn_customersrevice_case]

    ​Household

    Service Organization​

    Consumer Profile
    Customer Service Install Base Management (com.snc.install_base) Sold Product

    [sn_install_base_sold_product​]

    Household

    Consumer Profile
    Install Base Item

    [sn_install_base_item]

    Consumer Profile
    Customer Service Management for Orders (com.snc.csm.order) Order

    [csm_order]​

    Household​

    Service Organization​