Associate service organizations with a service

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

    • Associate your service organizations with a service by using the Customer Service Management (CSM) application. With this association, your service organization (SO) staff can address customer queries for products and services offered at the business location and can raise a case on the behalf of the customer.

    Before you begin

    Role required: sn_csm_case_types.service_definition_manager, sn_csm_case_types.service_definition_admin, or admin

    About this task

    An SO can have multiple services associated with it. A service-to-service organization criteria association is contained in the Service Organizations offering Service [service_organizations_offering_service] table.

    Procedure

    1. Navigate to All > Customer Service > Administration > Service Definitions.
    2. Select a service definition.
    3. In the Service Organizations offering Service related list, select New.
    4. On the form, fill in the fields.
      Table 1. Service Organizations offering Service form

      Field

      Data type

      Description

      Service organization criteria

      Reference

      Criteria to define the service organizations that provide the service.

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

      Service definition

      Reference
      Service that the service organizations provide.
      Note:
      The Service definition field is automatically filled in with the name of the selected service definition.

      Active

      True/False

      Check box to activate or deactivate the service organization criteria.

      By default, the active field is set to True.

      Note:
      Only one active criterion is enabled per table to be associated to a service definition.
    5. Select Submit.
      The service organization criteria are added to the Service Organizations offering Service related list.