Associate customers or business locations to a service organization

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Associate your customers or business locations with a service organization (SO) using the Customer Service Management (CSM) application. By establishing a relationship between your customers or business locations and the SO, your service organization staff can create or resolve cases for the customers and business locations raised by other 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) and business locations (both internal and external) by using the service organization criteria [service_organization_criteria] table. This association helps your organization to gain access to all customers and business locations associated with a service organization.

    For more information about defining service organization criteria, see Create the criteria for a service organization.

    Procedure

    1. Navigate to All > Customer Service > Service Organizations > Business Locations > Internal or External Business Locations.
    2. Select the desired 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.

    Result

    A service organization criterion is successfully defined for a business location.