Service Model Foundation cases
Summarize
Summary of Service Model Foundation Cases
The Service Model Foundation cases functionality enables location agents and location consumer agents to effectively manage cases related to accounts, contacts, consumers, and households at their designated business locations. This includes the ability to create, view, and update cases, as well as create new consumers.Key FeaturesCase Creation and Management:Staff members with the appropriate roles can create and update cases for various entities associated with their location.Case Location Association:Each case is linked to a specific business location, with the Service Organization field automatically populated based on the agent's or manager's location.Access Control:Case access is determined by the Service Organization field, allowing only authorized staff and managers to manage cases within their locations.Consumer Access:Different consumer types have varying levels of access to manage their cases, ensuring appropriate permissions based on their relationship.User Role Access:Specific roles dictate case management capabilities, allowing for organized case handling by location managers and staff members.Key OutcomesBy utilizing the Service Model Foundation cases, ServiceNow customers can expect efficient case management tailored to their business locations, enhanced visibility for staff, and improved consumer access to their own cases. This structured approach streamlines operations and enhances service delivery within the organization.
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Location agents and location consumer agents at a business location can create cases for accounts, contacts, consumers, and households.
- View information for the customers at their location.
- Create cases for accounts, contacts, households, and consumers.
- Update cases created at their location.
- Create consumers.
Case location
A case belongs to a business location. When a case is created by a location agent or manager, the Service Organization field on the Case form is automatically updated with the business location to which the agent or manager belongs. If the case is reassigned, this field is updated to that of the new agent or manager.
The Service Organization can be set manually for a new case or changed for an existing case. Changing the Service Organization does not change the assigned agent.
Case access
- Staff members at the business location with the location agent or location consumer agent role.
- Managers at the business location with the location manager role.
- When a case is created, the service organization on the case is the service organization of the user who creates the case.
- When a case is assigned to an agent, the service organization on the case is updated to the service organization of the assigned agent.
| Consumer type | Case access |
|---|---|
| Consumer | Can manage their own cases. |
| Head of household | Can manage cases for all of the household members. |
| Authorized representative, regardless of household | Can manage cases for the consumer they represent. |
| Authorized representative, inside of household | Can manage cases for the consumer they represent as long as both are current members of the household. |
| User | Required role | Case access |
|---|---|---|
| Location manager | Location manager | Can manage the cases in their location hierarchy. |
| Location staff member | Location agent Location consumer agent |
Can manage the cases in their locations. |
| Account manager | Relationship agent | Can manage cases for their accounts. |
| Consumer relationship manager | Relationship agent | Can manage cases for their consumers. |
| Household relationship manager | Relationship agent | Can manage cases for their households. |