Internal Business Location form

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Internal Business Location form

    The Internal Business Location (IBL) form within the Customer Service Management (CSM) application is essential for storing details about internal business locations. It tracks assigned staff, cases, sold products, and install base items for customers, enabling effective management of service operations.

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    Key Features

    • Form Fields: Key fields include:
      • Number: Auto-generated identifier for the IBL, starting with the prefix IBL.
      • Name: Designation of the internal business location.
      • Manager: Assigned manager (only internal users can be designated).
      • Parent Location: Allows creation of a parent-child relationship between locations.
      • Contact Information: Includes street address, city, state, zip/postal code, website, email, and phone.
      • Customers Served: Options include serving all customers or criteria-based service for specific customers.
    • Related Lists: The form features related lists such as:
      • Members: Internal users assigned to the location.
      • Internal Business Locations: Records of all locations.
      • Service Organization Customer Criteria: Customers supported by the location.
      • Cases Assigned to Location: Cases linked to the business location.
      • Account, Consumer, and Household Staff Relationships: Relationships established between staff and respective accounts, consumers, and households.
      • Sold Products and Install Base Items: Products and items created for customers at the location.

    Key Outcomes

    Utilizing the IBL form allows ServiceNow customers to efficiently manage business locations, ensuring staff are appropriately assigned and customer cases are effectively handled. This structured approach facilitates improved service delivery and operational efficiency within the organization.

    In the Customer Service Management (CSM) application, the Service Model Foundation uses the Internal Business Location (IBL) form to store information about an internal business location. This information includes the staff members assigned to that location, cases, sold products, and install base items created for customers.

    Table 1. Internal Business Location form fields
    Field Definition
    Number Automatically generated number of the internal business location. By default, the location numbers start with the prefix IBL.
    Name Name of the internal business location.
    Manager Manager of the internal business location.
    Note:
    Only internal users can be added as managers for the internal business locations.
    Parent Internal Business Location Business location that can have a parent internal business location. Use this field to create a parent-child hierarchy.
    Street Street address of the internal business location.
    City City in which the internal business location lives.
    State/Province State or province in which the internal business location lives.
    Zip/Postal code ZIP code or postal code for the internal business location.
    Customers served Customers that are served at a business location. The customers served can be defined with two options:
    • All Customers: Allows service organization staff to create and resolve issues for all the customers.
    • Criteria-based: Allows service organization staff to create and resolve issues only for customers associated to the service organization using a criteria.
    Website Web address for the internal business location.
    Email Email ID used by the internal business location.
    Phone Phone number for the internal business location.

    Internal business location related lists

    The Internal Business Location form includes the following related lists.
    Table 2. Internal business location related lists
    Related list Description
    Members Internal users (users with the snc_internal role) who have been added as staff members at this business location.
    • Staff members can create cases for customers at their business locations.
    • Staff members can access customer cases and information where the Service Organization field on the Case form matches their business locations.

    For more information, see Add staff members to a business location.
    Internal Business Locations List of internal business location records.

    For more information, see Create an internal business location.
    Service Organization Customer Criteria List of customers that are supported by an internal business location.

    For more information, see Associate customers to a service organization.
    Cases Assigned to Location Cases that have been created and assigned to this location.

    For more information, seeCreate and manage cases for a business location.
    Account Staff Relationships Relationships that have been created between staff members and accounts at this location.

    Create account staff relationships by using the Account Manager responsibility.

    For more information, see Create an account staff relationship.
    Consumer Staff Relationships Relationships that have been created between staff members and consumers at this location.

    Create consumer staff relationships by using the Relationship Manager responsibility.

    For more information, see Create a consumer staff relationship.
    Household Staff Relationships Relationships that have been created between staff members and households at this location.

    Create household staff relationships by using the Relationship Manager responsibility.

    For more information, see Create a household staff relationship.
    Sold Products Sold products that have been created for customers at this location.

    For more information, see Create and manage sold products for a business location.
    Install Base Items Install base items that have been created for customers at this location.

    For more information, see Create and manage install base items for a business location.