Service Model Foundation relationships

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Service Model Foundation relationships

    The Service Model Foundation feature in ServiceNow enables the creation of formal relationships between users, such as agents and customers or between consumers. These relationships grant additional access to customer data and facilitate case management on behalf of others. Relationships are defined by specific responsibilities that assign access and permissions.

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    Key Features

    • Types of Relationships:
      • Between an internal user and an account, household, or consumer
      • Between two consumers, including within or outside a household
    • Responsibilities: Relationships are established by assigning responsibilities that define the role one user performs for another. Important responsibilities include:
      • Account Manager: For relationships between staff and accounts
      • Relationship Manager: For relationships between staff and households or consumers
      • Authorized Representative: For relationships between consumers
    • Role Requirement: Internal users involved in relationships must have the sncustomerservice.relationshipagent role assigned.
    • Predefined Relationships Provided:
      • Account Team Member (Account Manager responsibility)
      • Consumer Team Member (Relationship Manager responsibility)
      • Household Team Member (Relationship Manager responsibility)
      • Consumer to Consumer (Authorized Representative responsibility)
      • Household Member Relationships (Authorized Representative responsibility)
    • Related Lists: Established relationships appear on specific related lists in forms such as Business Location, Consumer, and Household to easily view and manage these connections.
    • Deletion Behavior: Removing a relationship definition deletes all associated relationships. Deleting a consumer or household also removes all corresponding relationships. Changes in household membership similarly delete related relationships.

    Key Outcomes

    • Internal users gain controlled access to customer cases and information by assuming responsibilities through relationships.
    • Consumers can delegate case management and information access to other consumers via authorized representative relationships.
    • Organizations can effectively model and manage complex customer and consumer relationships within ServiceNow, improving case handling and customer service.

    Create relationships between an agent and a customer or between two consumers that provide additional access to customer data.

    With the Service Model Foundation feature, you can create relationships between the following users:
    • Between an internal user and an account, household, or consumer.
    • Between two consumers.

    Relationships are based on responsibilities, or responsibility definitions. When you create a relationship, you select the users involved in the relationship and the responsibility that one user performs on behalf of another. The responsibility that is assigned to a relationship provides access to customer cases and information.

    The following relationships are provided with the Service Model Foundation plugins.

    Table 1. Relationships and Responsibilities for Service Model Foundation plugin
    Relationship Responsibility used in the relationship Description
    Account Team Member

    [sn_customerservice_team_member]

    		 Account Manager Create a relationship between an internal user and an account.
    Note:
    The internal user in this relationship must also be assigned the relationship agent role (sn_customerservice.relationship_agent).
    Consumer Team Member

    [sn_customer_rel_consumer_to_user]

    		 Relationship Manager Create a relationship between an internal user and a consumer.
    Note:
    The internal user in this relationship must also be assigned the relationship agent role (sn_customerservice.relationship_agent).
    Household Team Member

    [sn_customer_rel_household_to_user]

    		 Relationship Manager Create a relationship between an internal user and a household.
    Note:
    The internal user in this relationship must also be assigned the relationship agent role (sn_customerservice.relationship_agent).
    Consumer to Consumer

    [sn_customer_rel_consumer_to_consumer]

    		 Authorized Representative Create a relationship between two consumers, regardless of household.
    Household Member Relationships

    [sn_customer_rel_household_member_relationship]

    		 Authorized Representative Create a relationship between two consumers within a household.

    Relationships between internal users and customers

    Internal users can have relationships with accounts, consumers, and households. These relationships provide internal users with additional access to customer cases and information. An internal user with a relationship to a customer can create and manage cases on behalf of that customer.

    Relationships are created using responsibilities. Use the following responsibilities to create relationships between internal users and customers:
    • Account Manager: use this responsibility to create a relationship between a staff member and an account.
    • Relationship Manager: use this responsibility to create a relationship between a staff member and a household or a consumer.
    Relationships that you create are added to the following related lists:
    • Account Staff Relationships on the Business Location form
    • Consumer Staff Relationships on the Business Location form
    • Household Staff Relationships on the Business Location form
    • Account Team on the Consumer form
    • Consumer Team on the Consumer form
    • Household Team on the Household form

    Relationships between consumers

    Consumers can have relationships with other consumers. These relationships enable consumers to view and manage cases and information on behalf of other consumers.

    Relationships are created using responsibilities. Use the Authorized Representative responsibility to create relationships between consumers. With this responsibility, you can:
    • Create a relationship between two consumers, regardless of household.
    • Create a relationship between two consumers within a household.
    Relationships that you create are added to the following related lists:
    • Member Relationships on the Household form
    • Consumer Relationships on the Consumer form

    Deleting relationships

    When a relationship definition is deleted, all of the relationships that use the definition are also deleted.

    When a consumer is deleted, all of the relationships to which the consumer belonged are also deleted.

    When a household is deleted, all of the relationships created for the household are also deleted.

    When a consumer stops being a current member of a household, all of the relationships created for the consumer within the household are also deleted. .