Agent assistance for your business location staff

concept australia Updated Sep 10, 2026 1 min read agent-assistance-for-business-location-staff.md

Customer service agents receive chat requests from your business location staff on the CSM Agent Workspace. These agents can assist your staff members to resolve issues and manage their cases more efficiently if your staff members fill out a pre-chat survey first.

Important: Some table and field labels have been changed across recent releases. For a mapping of former labels to current labels, see Service Model Foundation renamed Entities.

The customer service agents have visibility into the ongoing requests and case statuses. The agents can efficiently handle the issues from the staff members of a business location.

After an agent accepts an incoming chat request, the Requestor Organization (formerly Requesting service organization) field on the Interaction form that the agent sees is automatically filled in with the business location that a staff member selected during the pre-chat survey. To learn more about the pre-chat surveys, see Define pre-chat survey configurations.

Note: The Number, Type,State, and Assigned to fields on the Interaction form are filled by default. To learn more about the fields, see Create cases for a business organization in the Business Organization Support Portal.

The Open Cases and Recent Interactions related lists on the Interaction form shows a list of the active cases and interactions for the requesting service organization.

A resolution is also provided by interacting with the user. For further assistance, an agent can create a case or link the discussion to an existing case. The Requestor Organization field is populated by default when a case is created from an interaction.

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---
title: Agent assistance for your business location staff
description: Customer service agents receive chat requests from your business location staff on the CSM Agent Workspace. These agents can assist your staff members to resolve issues and manage their cases more efficiently if your staff members fill out a pre-chat survey first.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/agent-assistance-for-business-location-staff.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Add staff to business organization, Use Business Organization Support Portal, Customer communication, Use, Customer Service Management]
---

# Agent assistance for your business location staff

**Important:** Some table and field labels have been changed across recent releases. For a mapping of former labels to current labels, see [Service Model Foundation renamed Entities](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/renamed-entities.md).

The customer service agents have visibility into the ongoing requests and case statuses. The agents can efficiently handle the issues from the staff members of a business location.

After an agent accepts an incoming chat request, the **Requestor Organization** \(formerly **Requesting service organization**\) field on the Interaction form that the agent sees is automatically filled in with the business location that a staff member selected during the pre-chat survey. To learn more about the pre-chat surveys, see [Define pre-chat survey configurations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/ac-configure-pre-chat-surveys.md).

**Note:** The **Number**, **Type**,**State**, and **Assigned to** fields on the Interaction form are filled by default. To learn more about the fields, see [Create cases for a business organization in the Business Organization Support Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/report-cases-on-behalf-of-biz-location.md).

The Open Cases and Recent Interactions related lists on the Interaction form shows a list of the active cases and interactions for the requesting service organization.

A resolution is also provided by interacting with the user. For further assistance, an agent can create a case or link the discussion to an existing case. The **Requestor Organization** field is populated by default when a case is created from an interaction.

**Related topics**

[Chat with Virtual Agent from the Business Organization Support Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/agent-chat-business-location-service-portal.md)