---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Create cases for a business location in the Business Location Service Portal

# Create cases for a business location in the Business Location Service Portal {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

As a staff member with the location agent role, create and manage cases for your
business locations.

## Before you begin

Role required: admin, sn_customerservice.svc_location_agent, and
sn_customerservice.svc_location_manager

## About this task

Staff members with the location agent role can do the following:

* View information for the customers at their location.
* Create cases for an account, consumer, business location, and themselves.
* Register staff members at an external business location.
* Track and update cases created at their location.
{#report-cases-on-behalf-of-biz-location__ul_psr_kqh_dmb}

## Procedure

1. Navigate to HomeBusiness Location SupportSupportCreate a Customer Case.
2. On the form, fill in the fields.  
   {#report-cases-on-behalf-of-biz-location__table_rv2_zsw_f5b__entry__2}

   | Field | Description |
   |-|-|
   | Who are you creating this case for? | The record producer used for creating a case for the contributor user. When the contributor user selects an option, depending on the roles assigned to the logged-in user, additional fields related to that customer type are displayed. * Account: The logged-in user with the account contributor role. * Consumer: The logged-in user with the consumer contributor role. * Business Location: The logged-in user with the service organization contributor role. * Myself: The logged-in user with the self-contributor role. {#report-cases-on-behalf-of-biz-location__ul_ezp_w2x_f5b} |
   | Requesting Business Location | Name of the service organization requesting assistance. |
   | Requesting support from Business Location | Name of the service organization from which the Requesting Business Location is asking assistance. |
   | Account | Name of the account. |
   | Contact | Contact for the account. |
   | Consumer | Name of the consumer. Note: This field is active only when the B2B2C plugin is installed. |
   | Household | Household that the consumer belongs to. |
   | Product | Sold product associated with the case. |
   | Install Base | Install base item associated with the case. |
   | Priority | The assigned priority: * 1 --- Critical * 2 --- High * 3 --- Moderate * 4 --- Low (default) {#report-cases-on-behalf-of-biz-location__ul_qdk_sxw_f5b} |
   | Channel | Method by which the customer initiated contact and opened the case. * Web (default) * Phone * Email * Chat * Social * Community * Alert * Virtual Agent * In Person {#report-cases-on-behalf-of-biz-location__ul_e31_wxw_f5b} |
   | Subject | Subject line specifying the case. |
   | Description | Brief description of the customer question, issue, or problem. |
   [Table 1. Create a Customer Case form]

   {#report-cases-on-behalf-of-biz-location__table_rv2_zsw_f5b}
3. Click Submit.
{#report-cases-on-behalf-of-biz-location__steps_bmy_h3x_f5b}

## What to do next

Similarly, you can report cases on behalf of a business location, against sold
products deployed at a business location, or against installed base items deployed
at a business location.
**Related concepts**   

* [Track cases on the Business Location Service Portal](https://servicenow-prod.fluidtopics.net/zr2jwmMi8W6uXzXF8nnUuw "Track cases on behalf of a business location against sold products deployed at a business location, or against installed base items deployed at a business location.")

*[\>]: and then