{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":7114,"path":"customer-service-management/r_BRIWCustomerService.md","title":"Business rules installed with Customer Service Management","bundle":null,"doc_type":null,"release":"australia","body":"\n# Business rules installed with Customer Service Management\n\nBusiness rules are added with activation of Customer Service Management.\n\nThe following table describes the business rules and their related tables that are added with Customer Service Management.\n\n\n
\n\nBusiness rule\n\n\n\nTable\n\n\n\nDescription\n\n
\n\nAccount query for customer\n\n\n\nAccount \\[customer\\_account\\]\n\n\n\nQueries the account for the customer contact.\n\n
\n\nAccount relationship display rule\n\n\n\nAccount Relationship \\[account\\_relationship\\]\n\n\n\nDisplays the correct values in the bi-directional diagram on the Account Relationship form.\n\n
\n\nAdd customer role to contacts\n\n\n\nContact \\[customer\\_contact\\]\n\n\n\nAdds the customer role \\(sn\\_customerservice.customer\\) to a customer contact if the contact has no assigned roles or if the user ID for the contact is set.\n\n
\n\nAdd snc external role to contacts\n\n\n\nContact \\[customer\\_contact\\]\n\n\n\nAdds the snc\\_external user role to each contact.\n\n
\n\nAdd Primary Contact to Asset Contact\n\n\n\nAsset \\[alm\\_asset\\]\n\n\n\nWhen an asset is assigned a new primary contact, the primary contact is added to the asset contact.\n\n
\n\nApprover query for customer\n\n\n\nApproval \\[sysapproval\\_approver\\]\n\n\n\nQueries the approver for a customer contact.\n\n
\n\nAsset query for customer\n\n\n\nAsset \\[alm\\_asset\\]\n\n\n\nQueries the assets for a customer contact.\n\n
\n\nAuto assessment business rule\n\n\n\nCase\\[sn\\_customerservice\\_case\\]\n\n\n\nTriggers a customer satisfaction survey when a case is set to **Closed**.\n\n
\n\nCase query for customer\n\n\n\nCase \\[sn\\_customerservice\\_case\\]\n\n\n\nQueries the cases for a customer contact.\n\n
\n\nCase display rule\n\n\n\nCase\\[sn\\_customerservice\\_case\\]\n\n\n\nA display business rule on the Case form which passes some values to the browser when a case is displayed.\n\n
\n\nChange Awaiting to Open\n\n\n\nCase\\[sn\\_customerservice\\_case\\]\n\n\n\nChanges the case state from **Awaiting Info** to **Open**.\n\n
\n\nCheck duplicate\n\n\n\nAsset Contact \\[sn\\_customerservice\\_m2m\\_asset\\_contact\\]\n\n\n\nChecks for duplicate records before creating a new asset contact.\n\n
\n\nCheck duplicate for responsibility\n\n\n\nContact Relationship \\[sn\\_customerservice\\_contact\\_relationship\\]\n\n\n\nChecks for duplicate responsibilities before creating a new contact relationship.\n\n
\n\nCheck duplicate for responsibility\n\n\n\nAsset Contact \\[sn\\_customerservice\\_m2m\\_asset\\_contact\\]\n\n\n\nChecks for duplicate responsibilities before creating a new asset contact.\n\n
\n\nCheck snc\\_external roles exist\n\n\n\nContact \\[customer\\_contact\\]\n\n\n\nChecks if the com.glide.security\\_schema plugin is activated.\n\n
\n\nContact query for customer\n\n\n\nContact \\[customer\\_contact\\]\n\n\n\nQueries the contacts for a customer.\n\n
\n\nContract query for customer\n\n\n\nContract \\[ast\\_contract\\]\n\n\n\nQueries the contracts for a customer.\n\n
\n\nCreate bi-direction relationship\n\n\n\nAccount Relationship \\[account\\_relationship\\]\n\n\n\nAfter an account relationship is created, this business rule creates the bi-directional account relationship record.\n\n
\n\nDelete Account Contacts and Assets\n\n\n\nAccount Relationship \\[account\\_relationship\\]\n\n\n\nWhen an account relationship is deleted, this business rule deletes the corresponding account and asset contacts.\n\n
\n\nDelete relationship type\n\n\n\nlabel \\[account\\_relationship\\_type\\]\n\n\n\nChecks to see if any relationship records are using a relationship type before that relationship type is deleted.\n\n
\n\nDelete responsibility definition\n\n\n\nResponsibility Definition\\[sn\\_customerservice\\_responsibility\\_def\\]\n\n\n\nChecks to see if any account team members are using a responsibility definition before that responsibility definition is deleted.\n\n
\n\nDisplay request message\n\n\n\nRegistration Request \\[sn\\_customerservice\\_registration\\]\n\n\n\nAfter registration request submittal, shows info message to user\n\n
\n\nDisplay rule\n\n\n\nRegistration Request \\[sn\\_customerservice\\_registration\\]\n\n\n\nShows message to remind users to enter a correct registration code\n\n
\n\nEntitlement query for customer\n\n\n\nEntitlement \\[service\\_entitlement\\]\n\n\n\nQueries the entitlements for a customer contact.\n\n
\n\nInsert Case Work Notes\n\n\n\nAppointment \\[sn\\_customerservice\\_appointment\\]\n\n\n\nUpdates the case work notes with the appointment details when an an appointment is created.\n\n
\n\nPopulate company for case\n\n\n\nCase\\[sn\\_customerservice\\_case\\]\n\n\n\nPopulates the **Company** field on the Case form based on the name entered in the **Contact** field.\n\n
\n\nSet First Response Time\n\n\n\nCase\\[sn\\_customerservice\\_case\\]\n\n\n\nWhen a case is created or updated, this rule sets the current time in the first\\_response\\_time field. Also used when a case is set to **Resolved** or **Awaiting Info** or when comments or close notes are added. **Note:** The first\\_response\\_time field is not used.\n\n
\n\nUpdate account based on reg code\n\n\n\nRegistration Request\\[sn\\_customerservice\\_registration\\]\n\n\n\nValidates the registration registration code and assigns the account associated with the registration code.\n\n
\n\nUpdate account relationship labels\n\n\n\nAccount Relationship Type\\[sn\\_customerservice\\_account\\_relationship\\_type\\]\n\n\n\nWhen the labels for an account relationship type are updated, this business rule updates all of the related account relationship records.\n\n
\n\nUpdate case entitlement on Close\n\n\n\nCase\\[sn\\_customerservice\\_case\\]\n\n\n\nUpdates the associated entitlement when the state of a case is set to **Closed**.\n\n
\n\nUpdate Case Work notes\n\n\n\nAppointment\\[sn\\_customerservice\\_appointment\\]\n\n\n\nAdds work notes to the case when an appointment for the case is updated.\n\n
\n\nUpdate Case Work Notes\n\n\n\nKnowledge\\[kb\\_knowledge\\]\n\n\n\nAdds work notes to the case when a knowledge article associated with the case gets updated.\n\n
\n\nUpdate Parent Case for new task\n\n\n\nTask\\[sn\\_customerservice\\_task\\]\n\n\n\nUpdates the case when a new case task is created.\n\n
\n\nUpdate Parent case for state change\n\n\n\nTask\\[sn\\_customerservice\\_task\\]\n\n\n\nUpdates the case when a new case task is changed.\n\n
\n\nUpdate relationship label\n\n\n\nAccount Relationship \\[account\\_relationship\\]\n\n\n\nUpdates the relationship labels for bi-directional account relationships.\n\n
\n\nUpdate User Task State\n\n\n\nCase\\[sn\\_customerservice\\_case\\]\n\n\n\nCalculates the work load for the agent based on the number of cases assigned to the agent. Also updates the last assigned time. This rule is used by the matching rule engine.\n\n
\n\nValidate registration\n\n\n\nRegistration Request\\[sn\\_customerservice\\_registration\\]\n\n\n\nChecks if the registration is valid based on the user’s email address. If the user exists in the system or a request has already been submitted and is in the pending state, the registration request is not allowed.\n\n
**Parent Topic:**[Components installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/r_InstalledWithCustomerService.md)\n\n"}}