Service Model Foundation tables

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Service Model Foundation tables

    The Service Model Foundation feature in ServiceNow introduces and modifies several tables to support enhanced customer service management. These tables are activated through specific plugins, enabling structured data management for business locations, households, service organizations, consumer relationships, and sold products. This foundation underpins key customer service capabilities by organizing related entities and their interactions.

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    Key Features

    • Business Location plugin: Adds tables that extend service organizations into business locations, distinguishing between internal and external business locations based on an internal flag.
    • Customer Service Household plugin: Introduces tables to manage households, track household members, their relationships, and assign internal household team members.
    • Service Organization plugin: Adds tables to record service organizations, their members (both internal and external), and their responsibilities. It also synchronizes key attributes like active status, domain, and company references from core company records.
    • Customer Service Base Extension Entities plugin: Supports consumer-to-consumer relationships and internal user-to-consumer team member relationships, enhancing consumer engagement management.
    • Customer Service Install Base Management plugin: Adds tables to track products sold to consumers, including components, supporting install base management.
    • Utilization of existing tables: The feature leverages existing tables from related plugins such as Customer Service, Install Base Management, and Customer Service Management for Orders, often adding new columns to enhance functionality.

    Key Outcomes

    • Enables detailed tracking and management of business locations, both internal and external, within service organizations.
    • Supports comprehensive household data management, including member relationships and team member assignments, providing richer customer context.
    • Facilitates management of service organization members and their responsibilities, with clear links to company records for domain and operational status control.
    • Improves consumer relationship management through dedicated tables for consumer relationships and team members.
    • Enhances install base tracking with consumer sold product records, enabling better product lifecycle and ownership management.
    • Provides a structured data foundation that integrates with existing customer service and order management tables, ensuring cohesive service model implementation.

    Tables that are included with or modified by the plugins that enable the Service Model Foundation feature.

    The Service Model Foundation feature adds new tables or modifies existing tables when you activate the following plugins:
    • Business Location (com.snc.business_location)
    • Customer Service Household (com.snc.household)
    • Service Organization (com.snc.service_organization)
    • Customer Service Base Extension Entities (com.snc.cs_base_extension)
    • Customer Service Install Base Management (com.snc.install_base)

    Business Location plugin

    The Business Location plugin adds the following tables.
    Table 1. Different table names for the Business Location plugin
    Table Description
    Business Location

    [sn_csm_business_location]

    Extends the Service Organization [sn_customer_service_organization] table.

    A business location is one type of service organization. This table stores business location records.
    Internal Business Location

    [sn_csm_business_location_internal]

    Extends the Business Location [sn_csm_business_location] table.

    This table stores internal business location records.
    Note:
    An internal business location is a business location with the Internal field set to true.
    External Business Location

    [sn_csm_business_location_external]

    Extends the Business Location [sn_csm_business_location] table.

    This table stores external business location records.
    Note:
    An external business location is a business location with the Internal field set to false.

    Customer Service Household plugin

    The Customer Service Household plugin adds or modifies the following tables.
    Table 2. Table names for the Customer Service Household plugin
    Table Description
    Household

    [csm_household]

    Stores consumer household records.

    For the Service Model Foundation feature, this table is updated to support the head of household.
    Household Member

    [csm_household_member]

    		 Stores records of the consumers who have been added to households.
    Household Team Member

    [sn_customer_rel_household_to_user]

    		 Stores records for each of the household team member relationships that have been created between an internal user and a household.
    Household Member Relationship

    [sn_customer_rel_household_member_relationship]

    Extends the Consumer to Consumer Relationship [sn_customer_rel_consumer_to_consumer] table.

    This table stores records for each of the relationships that have been created between two consumers who belong to the same household.

    Service Organization plugin

    The Service Organization plugin adds the following tables.
    Table 3. Table names added by the Service Organization plugin
    Table Description
    Service Organization

    [sn_customer_service_organization]

    A unidirectional relationship between a company and a service organization, with a reference to the company record added from the service organization.

    Stores records for service organizations, including business locations and internal business locations.

    Note:
    The following new columns are replicated from the company [core_company] table to the service organization [sn_customer_service_organization] table:
    • Active: Track the operational status of the service organization.
    • Domain: Enable domain separation.
    • Company: Reference to the core_company table.
    Service Organization Member

    [sn_csm_service_organization_member]

    		 Stores records for the users who belong to internal service organizations.
    Service Organization External Staff

    [sn_csm_service_organization_external_staff]

    Extends the User [sys_user] table.

    Stores records for the users who belong to external service organizations.

    Note:
    If the Company field is populated, the Service Organization field displays only those service organizations that are associated with the company record. Similarly, if the Service Organization field is populated, the Company field displays only those companies that are associated with the service organization.
    Service Organization Member Responsibility

    [sn_csm_svc_org_member_responsibility]

    		 Configure the responsibilities of the staff working at service organizations or its extended entities.

    Customer Service Base Extension Entities plugin

    The Customer Service Base Extension Entities plugin adds the following tables.
    Table 4. Table names added by the Customer Service Base Extension Entities plugin
    Table Description
    Consumer to Consumer Relationship

    [sn_customer_rel_consumer_to_consumer]

    		 Stores records for each of the relationships that have been created between two consumers, regardless of household.
    Consumer Team Member

    [sn_customer_rel_consumer_to_user]

    		 Stores records for each of the consumer team member relationships that have been created between an internal user and a consumer.

    Customer Service Install Base Management plugin

    The Customer Service Install Base Management plugin adds the Consumer Sold Product [sn_install_base_m2m_consumer_sold_product] table. This table stores records for each sold product (products and components) that have been sold to a consumer.

    Tables used by Service Model Foundation

    Tables from existing plugins that are used by the Service Model Foundation feature to support customers.
    Table 5. Existing plugins and tables used by the Service Model Foundation feature
    Plugin Table New columns
    Customer Service (com.sn_customerservice) Responsibility Definition

    [sn_customerservice_responsibility]​
    Account Team Member

    [sn_customerservice_team_member]​
    Related Party Configuration

    [sn_customerservice_related_party_configuration]
    Case

    [sn_customersrevice_case]

    ​Household

    Service Organization​

    Consumer Profile
    Customer Service Install Base Management (com.snc.install_base) Sold Product

    [sn_install_base_sold_product​]

    Household

    Consumer Profile
    Install Base Item

    [sn_install_base_item]

    Consumer Profile
    Customer Service Management for Orders (com.snc.csm.order) Order

    [csm_order]​

    Household​

    Service Organization​