Create the criteria for a service organization

Define the criteria within organization criteria [service_organization_criteria] table so that you can later associate your service organizations to a service or your customers to a service organization. You do this task in the Customer Service Management (CSM) application.

Before you begin

Role required: admin

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.

Procedure

1. Navigate to All > Customer Service > Service Organizations > Administration > Organization Criteria.

2. Select New.

3. On the form, fill in the fields.

<table id=“table_o4r_swk_byb”><thead><tr><th>

Field

</th><th>

Data type

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Name

</td><td>

String

</td><td>

Name of the criteria.

</td></tr><tr><td>

Table

</td><td>

Table Name

</td><td>

Table where you must define the criteria.

To establish customer associations, you must select Account, Consumer, or Household from the drop-down list in the Table field. Similarly, for associating products and services, you must choose Internal Organization (formerly Internal Business Location) from the drop-down list in the Table field.

Selecting Business Location or Service Organization from the drop-down list in the Table field leads to an error because the system currently doesn’t support fulfillment capabilities for external organizations (formerly external business locations) when resolving a case.

Note: Support can be extended to other tables by configuring them in the SOCriteriaTableScript script include.

</td></tr><tr><td>

Criteria

</td><td>

Conditions

</td><td>

Condition or query filter that matches a list of records in the table.

</td></tr></tbody> </table>4. Select Submit.