Business Location 360 components

  • Release version: Xanadu
  • Updated August 1, 2024
  • 5 minutes to read
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    Summary of Business Location 360 components

    The Business Location 360 page in the Customer Service Management (CSM) application offers service agents a comprehensive, customizable view to efficiently resolve business location issues. It aggregates critical contextual information about a business location, enabling quick access to relevant data such as contacts, products, services, staff, and performance metrics.

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    Your administrator can tailor the Business Location 360 template to fit your organization’s specific needs, including adding data sources or representing various entity types like stores, government agencies, or healthcare organizations.

    Key Components and Their Practical Use

    • Location Information: Displays detailed location data including name, type, address, email, phone, and manager. Phone and email links copy info to clipboard; if Computer Telephony Integration (CTI) is enabled, calls can be made directly. The location hierarchy view visualizes parent-child relationships and indicates issues with black dots, supporting hierarchical navigation and case creation.
    • Point of Contact: Shows primary contacts at the business location, with quick access to full contact details via the Business Location member page. By default, three contacts are shown.
    • Products Installed: Displays installed base items with product details and statuses, highlighting items with active cases. Products are sorted by recent case activity and deployment. This component requires activation of the Customer Service Install Base Management plugin.
    • Services Offered: Lists services available at the location, sorted ascending and showing three by default.
    • All Staff: Lists internal and external staff members with quick access to full staff details. By default, it displays three staff members sorted by user name.
    • Key Performance Indicators (KPIs): Shows important metrics such as number of Priority 1 (P1) cases, cases by priority, and breached Service Level Agreements (SLAs), filtered by the current business location. KPIs can be customized by administrators using the UI Builder.
    • Task Tab: Contains two tabs:
      • Cases tab: Displays active cases linked to the business location, ordered by last update, with limited account, consumer, and household info.
      • Work Orders tab: Shows work orders associated with the location, filtered by relevant states.
      Up to five records are shown per page.
    • Customer Tab: Provides access to consumers, accounts, and households related to the business location. The Household view requires activation of the Customer Service Household plugin. Up to ten records are displayed per page.

    Key Benefits for ServiceNow Customers

    • Provides a centralized, detailed snapshot of all critical business location information to accelerate issue resolution.
    • Supports direct interactions such as case creation, contact communication, and hierarchical navigation for better context.
    • Customizable components and KPIs allow tailoring views to specific organizational needs and business models.
    • Integration with plugins extends functionality to manage installed products and households effectively.
    • Efficiently surfaces relevant cases, work orders, and customer relationships tied to each location.

    Customer service agents can resolve reported business location issues by using different components on the Business Location 360 page in the Customer Service Management (CSM) application.

    Components on the Business Location 360 page

    The following list of components are on the Business Location 360 page:

    • Location information
    • Point of contact
    • Products installed
    • Services offered
    • All staff
    • Key performance indicators (KPIs)
      • Number of P1 cases
      • Number of cases by priority
      • Service level agreements (SLAs) breached
    • Task tab
      • Cases
      • Work orders
    • Customer tab
      • Customers
      • Accounts
      • Households
    Note:
    You can customize these components according to your requirements by using the Business Location 360 template. The Business Location 360 template enables agents to get a comprehensive view that includes the crucial contextual information that they need for resolving reported issues. Your administrator can customize the Business Location 360 template to add the data sources, show the additional information, or represent the entities like stores, government agencies, healthcare organizations, automotive dealerships, or departments.

    Location information

    The location information component displays the location information details for the record​. The following example shows a location information component that displays the name and type of the location, the address, email, phone number, and the manager's name.
    Figure 1. Location information component
    Location information such as the location address, phone number, manager's name, and so on.
    The Email and Phone links are clickable. When you select these links, the information is copied to the clipboard.
    Note:
    If your administrator hasn't enabled Computer Telephony Integration (CTI), your contact numbers are copied to the clipboard instead of calling the numbers directly​. For more information about integrating Computer Telephony Integration (CTI), see Computer Telephony Integration.

    On the location information link, navigate to the business location hierarchy view page​ by selecting the view hierarchy icon view hierarchy icon..

    The following example shows a business location parent-child hierarchy with multiple nodes.

    Figure 2. Business Location Hierarchy page
    Business location parent-child hierarchy with multiple nodes.
    You can use this page to visualize the parent-child hierarchy structure, search for business locations, and perform different contextual actions on the nodes. You can also perform the following different contextual actions on the node:
    • Set the node as a home or parent node.
    • View the location details.
    • Create a case from the node.

    You can get the location details of the node that you select. Also, if there’s a black dot on any node, it signifies a business location issue.

    Note:
    The business location hierarchy page displays a maximum of 250 nodes. You can use the search functionality to find the node that you’re looking for.

    Point of contact

    The point of contact component displays the primary points of contact that are available at a business location. The following example shows that the point of contact component can display the different points of contact at a business location.
    Figure 3. Point of contact component
    Different points of contact at a business location.

    Selecting View all takes you to the Business Location member page where you can get the details of all the points of contact at a business location.

    Note:
    By default, only three users are displayed.

    Products installed

    The products installed component displays the information about the install base items at a business location. For example, you can see the install base name, product model name, and the status on this component. The following example shows the products installed component that provides information about the listed install bases at a business location.
    Note:
    You can access this component only after your administrator activates the Customer Service Install Base Management plugin (com.snc.install_base).
    Figure 4. Products installed component
    Information about the listed install bases at a business location.
    If the listed products display Issue reported in the highlighted text, it indicates that there’s an active case reported for that install base item. The products within this component are sorted in the following order:
    • Install base items with a recently reported case.
    • Recently deployed install base items.

    You can view the product details or create a case by selecting the Overflow icon Overflow icon..

    Selecting View all takes you to the Products installed page where you can get the details of all the products installed at a business location.

    Note:
    By default, only three products are displayed.

    Services offered

    The services offered component displays the list of services that are offered at a business location. The following example shows the Services offered component that provides information about the list of all service names and the types that are available at a business location.
    Figure 5. Services offered component
    List of services that are offered at a business location.
    Note:
    By default, only three services are displayed and these services are sorted in the ascending order.

    All staff

    The all staff component displays the list of the staff members who are working at a business location and includes both the internal and external staff members. The following example shows the All staff component.

    Figure 6. All staff component
    List of staff available at a business location with the user name and responsibility.

    Selecting View all takes you to the All staff page where you can get the details of all the staff members that are available at a business location.

    Note:
    By default, only three staff members are displayed and these services are sorted in the ascending order of user name.

    KPIs

    The KPI components are performance analytic indicators that display multiple types of information that are related to a case such as the following KPIs that are shipped out of the base system:
    • Number of P1 cases
    • Number of cases by priority
    • SLAs breached

    The following example shows a list of the different KPIs. The list includes the number of P1 cases, the number of cases by priority, and the SLAs that were breached.

    Figure 7. KPIs component
    List of different KPIs that includes the number of P1 cases, the number of cases by priority, and the SLAs that were breached.

    These KPIs are filtered to show the current business location-related details. Your administrator can customize these KPIs according to your location's requirements by using the UI Builder.

    Task tab

    The task tab component displays the following cases and work- order tabs where you can see the cases and work orders that are associated with a business location​:
    • Cases tab. Displays the active cases that have a requesting service organization as the current business location order by the date that the case was last updated​. The account, consumer, and household fields are empty.
    • Work orders tab. Displays the work orders that have the service organization as the current business location. For this type of work order, the household field is empty and the state field isn’t completed. the state field is completed with errors, or the state field is closed.

    The following example shows a list of the cases that are associated with a business location.

    Figure 8. Task tab component
    List of cases that are associated with a business location.
    Note:
    A maximum of five records are displayed per page.

    Customer tab

    The customer tab component displays the list of consumers, accounts, and households that are associated with a business location:

    • Consumers tab. Displays all the consumers or a filtered list of consumers. This information is based on the supported consumers that are associated with the business location.
    • Accounts tab. Displays all the accounts or a filtered list of accounts. This information is based on the supported accounts that are associated with the business location​.
    • Households tab. Displays all the households or a filtered list of households. This information is based on the supported households that are associated with the business location​.
      Note:
      You can access this component only after the Customer Service Household plugin (com.snc.household) is activated.

    The following example shows a list of the consumers that are associated with a business location.

    Figure 9. Customer tab component
    List of consumers that are associated with a business location.
    Note:
    A maximum of 10 records are displayed per page.