Setting up inter-organization support

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Setting up inter-organization support

    The inter-organization support capability in ServiceNow allows agents at one business location to access critical details about other business locations they support. This enables agents to efficiently resolve cases raised by different service organizations by providing visibility into contact information, install base items, and existing cases across locations. The feature is enabled by activating thebusiness location (com.snc.businesslocation)plugin.

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    Use Case

    For example, in a national retail chain with multiple stores, store-level agents and regional support teams work together to manage operations. Without inter-organization support, regional agents lack full access to store-specific information, causing delays in issue resolution. By associating each store with its regional service organization, regional agents gain immediate access to relevant context and cases, enabling faster coordination and more effective problem-solving. This leads to improved store performance and customer satisfaction.

    Key Benefits

    • Improved agent experience: Agents gain visibility into other business locations they support, enhancing their ability to assist.
    • Reduced resolution time: Access to key context alongside cases minimizes back-and-forth communication between service organizations.
    • Increased operational efficiency: Organizations can define support structures based on hierarchy or relationships, streamlining support workflows.

    Provide your agents at a business location with the visibility into other business locations that they support using the inter-organization support capability. This way, you can enable location support agents to resolve cases raised by other business location.

    Overview

    The Service Model Foundation enables business locations to request help from others and fulfill such requests. Besides supporting customers, business locations can also support other service organizations.

    Currently, there is no easy way for agents who are assigned to a specific business location to access the details they need about other business locations they support, such as contact information, install base items, or existing cases.

    With the inter-organization support capabilities, you can enable your business location agents to access additional details about the other business locations they serve, facilitating quicker and more efficient support for the requesting service organization.

    Note:
    You can activate this capability by enabling the business location (com.snc.business_location) plugin.

    Use case

    Streamlined support for national retail chains: In the retail segment, store and central support teams assist with day-to-day store operations at the market, country, or segment level. The retailers aim to structure these teams to support only the stores or franchises within their countries. For effective customer support, store agents need full access to the stores, but currently, regional support agents lack full access to the service organizations, limiting their effectiveness.

    For example, the ABC retail operates with more than 150 stores nationwide. Each store has its own dedicated support team for daily operations, while regional support teams provide additional assistance. However, the regional location support agents currently lack full access to the service organizations, resulting in delays and inefficiencies in addressing store issues.

    With the inter-organization capability, ABC retail can:

    • Set up inter-organization support for their stores by associating each store with its regional service organization.
    • Enable regional location support agents to view context about the stores they support, including contact information, install base, and existing cases.

    This way, the regional support agents can quickly access necessary information and other details, coordinate efficiently with store agents, and resolve issues more effectively. This improves overall store performance and customer satisfaction.

    Key benefits

    Inter-organization support offers the following benefits:
    • Improve agent experience: Provide agents at a business location with visibility into the other business locations that they support.
    • Reduce resolution time: Minimize back-and-forth communication by providing key context alongside cases for service organizations.
    • Increase operational efficiency: Define support structures for service organizations through hierarchy or relationship-based criteria.