Configure Service Model Foundation › Data models › Set up your environment › Configure › Customer Service Management

Release: Australia · Updated: 2026-03-12 · Official documentation · View source

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

Procedure

Navigate to All > Customer Service > Service Organizations > Administration > Organization Criteria.
Select New.
On the form, fill in the fields.

Field Data type Description

Name String Name of the criteria.

Table

Table Name

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 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 business locations when resolving a case.

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

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

Select Submit.