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

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Service Model Foundation cases

# Service Model Foundation cases {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
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## Summary of Service Model Foundation cases

Service Model Foundation cases enable staff at business locations to efficiently manage cases related to accounts, contacts, consumers, and households.
Location agents and location consumer agents have roles that allow them to view customer information, create and update cases, and create consumer records specifically tied to their business location.
Show full answer Show less  

## Case Location and Assignment

Each case is associated with a single business location, recorded in the **Service Organization** field on the Case form. This field automatically reflects the business location of the agent or manager creating or assigned to the case. If an agent or manager belongs to multiple locations, this field may remain empty but should be set carefully to control access. Changing the Service Organization does not change the assigned agent.

## Case Access Control

Access to cases is governed by the business location specified in the Service Organization field. The following access rules apply:

* **Location agents and location consumer agents:** Can access and manage cases tied to their locations.
* **Location managers:** Can manage cases within their location hierarchy.
* Cases appear on the related list of the internal or external business location form.
* When a case is assigned to a new agent, the Service Organization updates accordingly.
* Only external staff with the location agent role may act as fulfillers.

## Case Access for Consumers

| Consumer Type | Case Access |
|-|-|
| Consumer | Can manage their own cases. |
| Head of household | Can manage cases for all household members. |
| Authorized representative (regardless of household) | Can manage cases for the consumer they represent. |
| Authorized representative (within household) | Can manage cases for the consumer they represent if both are current household members. |

## Case Access for Users with Roles

| User Role | Case Access |
|-|-|
| Location manager | Manage cases in their location hierarchy. |
| Location agent / Location consumer agent | Manage cases in their locations. |
| Account manager (Relationship agent) | Manage cases for their accounts. |
| Consumer relationship manager (Relationship agent) | Manage cases for their consumers. |
| Household relationship manager (Relationship agent) | Manage cases for their households. |

Location agents and location consumer agents at a business location can create
cases for accounts, contacts, consumers, and households.
Staff members with the location agent or location consumer agent role can do the following:

* View information for the customers at their location.
* Create cases for accounts, contacts, households, and consumers.
* Update cases created at their location.
* Create consumers.
{#industry-data-model-cases__ul_psr_kqh_dmb}

## Case location {#industry-data-model-cases__section_ycz_5rr_gmb}

A case belongs to a business location. When a case is created by a
location agent or manager, the Service Organization field on the Case form is
automatically updated with the business location to which the agent
or manager belongs. If the case is reassigned, this field is updated
to that of the new agent or manager.  
If the location agent or manager belongs to multiple locations, the Service Organization field can be kept empty. When you fill in this field, select carefully as the service organization controls a location agent's access to cases.  
Note:  
A case can belong to only one business location.

The Service Organization can be set manually for a new case or changed for an existing case. Changing the Service Organization doesn't change the assigned agent.

## Case access {#industry-data-model-cases__section_nyc_qrr_gmb}

Case access is controlled by the business location in the Service Organization field on the Case form. The following users can access cases:

* Staff members at the business location with the location agent or location consumer agent role.
* Managers at the business location with the location manager role.
{#industry-data-model-cases__ul_mzm_fq2_fmb}  
Cases for a business location are added to the Cases related list on the internal or external business location form.

* When a case is created, the service organization on the case is the service organization of the user who creates the case.
* When a case is assigned to an agent, the service organization on the case is updated to the service organization of the assigned agent.

{#industry-data-model-cases__ul_dyw_z5s_jlb}  
Note:  
Only external staff with the location agent can act as fulfillers. For more information, see [External business location (EBL) as a fulfiller](https://servicenow-prod.fluidtopics.net/AJ5CFCqKlJz~0PsV~6ubDg "External business location (EBL) as a fulfiller enables partners, external agencies, and franchises to fulfill customer cases. You can use this capability to maintain consistent customer experiences across both internal and external business locations.").  
{#industry-data-model-cases__table_r1v_plw_gmb__entry__2}

| Consumer type | Case access |
|-|-|
| Consumer | Can manage their own cases. |
| Head of household | Can manage cases for all household members.​ |
| Authorized representative, regardless of household | Can manage cases for the consumer they represent​. |
| Authorized representative, inside of household | Can manage cases for the consumer they represent as long as both are current members of the household.​ |
[Table 1. Case access for consumers]

{#industry-data-model-cases__table_r1v_plw_gmb}  
{#industry-data-model-cases__table_ltw_2mw_gmb__entry__3}

| User | Required role | Case access |
|-|-|-|
| Location manager | Location manager | Can manage the cases in their location hierarchy.​ |
| Location staff member | Location agent Location consumer agent | Can manage the cases in their locations. |
| Account manager | Relationship agent | Can manage cases for their accounts. |
| Consumer relationship manager | Relationship agent | Can manage cases for their consumers. |
| Household relationship manager | Relationship agent | Can manage cases for their households. |
[Table 2. Case access for users]

{#industry-data-model-cases__table_ltw_2mw_gmb}