Using the Business Location Service Portal

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Using the Business Location Service Portal

    The Business Location Service Portal (BLSP), part of the Customer Service Management (CSM) application, serves as a centralized platform for managing internal and external business locations. It provides users with roles such assncustomerservice.svclocationmanager,sncustomerservice.svclocationmanagercontributor, andadminthe ability to oversee business locations comprehensively, manage staff, submit cases, and engage with knowledge resources and the community.

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    Key Features

    • 360º Business Location View: Offers a complete overview of business locations including the ability to add members and manage associated details.
    • Case Management: Enables users to create and track cases related to business locations, sold products, or installed base items deployed at service organizations.
    • Knowledge Base Access: Provides direct access to search and browse knowledge articles, including top-rated and frequently viewed content.
    • Community Engagement: Facilitates interaction through forums and Q&A to connect with peers and share expertise.
    • Notifications: Alerts users about open case tasks relevant to their roles and business location memberships, with an option to view all notifications.
    • Staff Management: Allows registration and assignment of staff members to business locations.
    • Service Requests: Users can report issues or request services, including registering members at external business locations.

    User Interface Components

    • Support: Create customer cases directly.
    • Knowledge: Access and search the knowledge base.
    • Cases: View and manage case lists.
    • Your Information: Navigate business locations, sold products, and install base items.
    • Notification: View open case task notifications relevant to user roles.
    • Profile Menu: Access profile settings or logout.
    • Search: Search support articles and requests.
    • Browse Services: Report issues or request services including member registration.
    • Ask the Community: Participate in community forums and discussions.
    • My Business Locations: Manage business location details and cases.
    • Featured and Most Viewed Articles: Access highlighted and popular knowledge content.

    Practical Benefits

    ServiceNow customers using the BLSP gain streamlined control over business location management and support processes. The portal enables efficient case reporting and resolution, better staff coordination, and easier access to critical knowledge and community resources, improving overall service delivery and customer satisfaction.

    Next Steps

    • Register and assign staff members to business locations through the portal.
    • Create and manage cases related to business locations, sold products, and installed base items.
    • Leverage the knowledge base and community features to resolve issues and enhance expertise.

    Use the Business Location Service Portal (BLSP) available with the Customer Service Management (CSM) application as a one-stop shop to manage the internal and external business locations.

    As a user with the sn_customerservice.svc_location_manager, sn_customerservice.svc_location_manager_contributor, and admin role, you can use the Business Location Service Portal page to:
    • Get a 360º view of a business location.
    • Add and manage staff members.
    • Submit cases against business locations, sold products, or install base items deployed at a service organization.
    • Access Knowledge Base articles and engage with the community.
    Figure 1. Business Location Service Portal
    Landing page for Business Location Service Portal. For more information, refer to information that follows.

    From the Business Location Service Portal, you can access and use the following features:

    Table 1. Business Location Service Portal
    UI component Description
    Support Click Support to create a customer case.
    Knowledge Clicking Knowledge on the header takes you to the kb_home page. You can search the Knowledge Base or view a list of top-rated or most viewed Knowledge Base articles.
    Cases View the list of cases.
    Your Information Navigate to business locations, sold products, and install base items.
    Notification Displays notifications for case tasks with the following criteria
    • State is Open.
    • Visible to customer check box is selected.
    • User has the Location manager Contributor (sn_customerservice.svc_location_manager_contributor), or Service Organization Contributor roles (sn_customerservice.service_organization_contributor).
    • User is a member of the business location for which the case task is created.

    You can view only 7 notifications in the notification tab. To view all the notifications for a case task, select View all notifications.
    Profile menu Click your profile photo to either view your profile or log out.
    Search Enables you to search support articles and requests. Enter a search term and click Search to view the search results.
    Browse Services Click Browse Services to report an issue or request a service. Use the service to register a member at an external business location.
    View Articles Explore the knowledge base to get the information.
    Ask the community Provides access to the Community homepage. You can use the community to ask questions and get answers, connect with people who share similar expertise, and join forums and participate in discussions.
    My Business Locations Get the 360º view of the business location. Use the feature to:
    • Add a member to an external business location.
    • Report cases on behalf of a business location.
    • Report cases against sold products deployed at a business location.
    • Report cases against install base items deployed at a business location.
    Featured Articles View featured community content.
    Most Viewed articles View a list of the most viewed articles.

    Depending on the configuration set by your administrator, you can perform the following tasks from the Business Location Service Portal:

    • Register and assign staff members to a business location
    • Report cases on behalf of a business location
    • Report cases against sold products deployed at a business location
    • Report cases against install base items deployed at a business location
    • Access knowledge base articles and frequently asked questions