External Business Location form

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of External Business Location form

    The External Business Location (EBL) form within the Customer Service Management (CSM) application is essential for managing information about external business locations. This includes details about assigned staff, cases, sold products, and install base items for customers.

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    Key Features

    • Field Definitions: Key fields in the EBL form include:
      • Number: Auto-generated identifier starting with "EBL".
      • Name: Designation of the external business location.
      • Manager: Assigned manager, which can be an internal or external user.
      • Parent Business Location: Establishes a hierarchy with parent-child relationships.
      • Address Fields: Includes street, city, state/province, and ZIP/postal code.
      • Customers Served: Options for service coverage: "All Customers" or "Criteria-based".
      • Contact Information: Website, email, and phone number for the business location.
    • Related Lists: The EBL form features several related lists for effective management:
      • Members: Users associated with the location who can handle customer cases.
      • External Business Locations: Comprehensive list of EBL records.
      • Service Organization Customer Criteria: Customers supported by the EBL.
      • Cases Requested by Location: Cases initiated from this specific location.
      • Account Staff Relationships: Links between staff and accounts.
      • Consumer Staff Relationships: Links between staff and consumers.
      • Household Staff Relationships: Links between staff and households.
      • Sold Products: Products sold at the business location.
      • Install Base Items: Items associated with customer installations.

    Key Outcomes

    By utilizing the EBL form, ServiceNow customers can efficiently manage external business locations, streamline case management, and enhance customer service by providing a structured overview of relationships and products associated with each location. This leads to improved service delivery and operational efficiency.

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

    Table 1. External Business Location form fields
    Field Definition
    Number The automatically generated number of the external business location. By default, location numbers start with the prefix EBL.
    Name The name of the external business location.
    Manager The manager of the external business location.
    Note:
    Both internal and external users can be added as managers for external business locations.
    Parent Business Location A business location can have a parent external business location. Use this field to create a parent-child hierarchy.
    Street The street address of the external business location.
    City The city in which the external business location resides.
    State/Province The state or province in which the external business location resides.
    Zip/Postal code The ZIP code or postal code for the external business location.
    Customers served Customers served at a business location. Customers served can be defined using 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 The web address for the internal business location.
    Email The email ID used by the internal business location.
    Phone The phone number for the internal business location.

    External business location related lists

    The External Business Location form includes the following related lists.
    Table 2. Related lists for the External Business Location form
    Related list Description
    Members Internal and external users 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 about adding staff members to an external business location, see Add staff members to a business location.
    External Business Locations List of external business location records.

    For more information about creating external business locations, see Create an external business location.
    Service Organization Customer Criteria The list of customers supported by an external business location.

    For more information about associating customer criteria to an external business location, see Define the configuration type for customers or business locations.
    Cases Requested by Location Cases that have been created and requested by this location.

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

    Account staff relationships are created using the Account Manager responsibility.

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

    Consumer staff relationships are created using the Relationship Manager responsibility.

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

    Household staff relationships are created using the Relationship Manager responsibility.

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

    For more information about creating and managing sold products for an external business location, 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 about creating and managing install base items for an external business location, see Create and manage install base items for a business location.