Tracking the location details for a service organization

concept australia Updated Sep 10, 2026 1 min read track-location-details-for-so.md

By tracking and capturing the location details for a service organization, you can provide Field Service Management, Walk-up Experience, and appointment booking capabilities.

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.

Overview of service organization

You can provide Field Service Management, Walk-up Experience, and appointment booking capabilities through the service organization data model by capturing the Location (cmn_location) table details.

Note: You must activate the service organization (com.snc.service_organization) plugin before you can track the location details for a service organization.

Location field

On the Service Organization form, use the Location field to specify the organization’s geographical location (cmn_location). The cmn_location on the service organization is synchronized with the address fields, but the address fields on the service organization aren’t synchronized with the cmn_location. This arrangement makes it a one-way synchronization. The cmn_location is associated with the service organization in a two-way, one-to-one relationship.

Note: Changes to the cmn_location record don’t update the address fields on the service organization.

The address fields on the service organization record that are synchronized with the location (cmn_location) include:

Street
City
State
Country
Zip / Postal Code
Latitude
Longitude

Note: With the base system, the Location fields don’t appear on the form or list views. If the location field on the service organization isn’t defined, an on-demand script is shipped with the base system. The script generates the cmn_location record from the address fields.

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---
title: Tracking the location details for a service organization
description: By tracking and capturing the location details for a service organization, you can provide Field Service Management, Walk-up Experience, and appointment booking capabilities.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/track-location-details-for-so.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Create a business organization, Configure Service Model Foundation, Data models, Set up your environment, Configure, Customer Service Management]
---

# Tracking the location details for a service organization

By tracking and capturing the location details for a service organization, you can provide Field Service Management, Walk-up Experience, and appointment booking capabilities.

**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).

## Overview of service organization

You can provide Field Service Management, Walk-up Experience, and appointment booking capabilities through the service organization data model by capturing the Location \(cmn\_location\) table details.

**Note:** You must activate the service organization \(com.snc.service\_organization\) plugin before you can track the location details for a service organization.

## Location field

On the Service Organization form, use the **Location** field to specify the organization’s geographical location \(cmn\_location\). The cmn\_location on the service organization is synchronized with the address fields, but the address fields on the service organization aren’t synchronized with the cmn\_location. This arrangement makes it a one-way synchronization. The cmn\_location is associated with the service organization in a two-way, one-to-one relationship.

**Note:** Changes to the cmn\_location record don’t update the address fields on the service organization.

The address fields on the service organization record that are synchronized with the location \(cmn\_location\) include:

- Street
- City
- State
- Country
- Zip / Postal Code
- Latitude
- Longitude

**Note:** With the base system, the Location fields don’t appear on the form or list views. If the location field on the service organization isn’t defined, an on-demand script is shipped with the base system. The script generates the cmn\_location record from the address fields.