Service organization install base

concept australia Updated Sep 10, 2026 1 min read csm-so-install-base.md

Extend proactive customer support to the Service Model Foundation by tracking products and services at service organizations.

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.

Business Organizations (formerly Business locations) are extensions of a service organization and are critical to delivering customer service. They enable support for businesses that interact with customers through physical channels such as stores and branches, franchises, and dealerships. Business Organizations are often considered the face of a business, where consumers engage for information and purchase, as well as post-sales and ongoing support.

Businesses have multiple products installed at these locations to serve their customers. In the past, there was no easy way for companies to track and manage these products and services. It was only possible to track products and services for accounts and consumers, often resulting in broken equipment, delayed service, and lower customer satisfaction.

By extending proactive customer support to the Service Model Foundation, you can track sold products and install base items installed at service organizations.

Service organizations can:

Track and manage products and services installed at a business organization.
Enable contributors at a business organization to submit cases and request help.
Create and resolve cases for sold products and install base items deployed at a business organization.

Assign roles

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---
title: Service organization install base
description: Extend proactive customer support to the Service Model Foundation by tracking products and services at service organizations.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/csm-so-install-base.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Business Organizations, Configure Service Model Foundation, Data models, Set up your environment, Configure, Customer Service Management]
---

# Service organization install base

Extend proactive customer support to the Service Model Foundation by tracking products and services at service organizations.

**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).

Business Organizations \(formerly Business locations\) are extensions of a service organization and are critical to delivering customer service. They enable support for businesses that interact with customers through physical channels such as stores and branches, franchises, and dealerships. Business Organizations are often considered the face of a business, where consumers engage for information and purchase, as well as post-sales and ongoing support.

By extending proactive customer support to the Service Model Foundation, you can track sold products and install base items installed at service organizations.

Service organizations can:

- Track and manage products and services installed at a business organization.
- Enable contributors at a business organization to submit cases and request help.
- Create and resolve cases for sold products and install base items deployed at a business organization.

**Related topics**

[Sold products and install base plugins for service organizations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/so-install-base-plugins.md)

[Assign roles](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/configure-data-model-roles.md)