---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Creating an account team

# Creating an account team {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Create an account team that is made up of both employees and customer contacts who fulfill the jobs or roles for a particular account in the Customer Service Management (CSM) application. By defining the responsibilities or roles for your team and customer contacts, you make sure that your account team has the roles and functions to support your customer accounts.
If you have the admin role, you can create an account team by using a responsibility definition. By defining the responsibilities that you need for this account team, you create the relationships between the different entities
like the accounts, contacts, and more.

You can create two types of responsibility definitions. You can create a definition for an employee and a definition for a contact.  
Note:  
If you have the admin role, you can also delete the definitions that are no longer used. A definition can only be deleted if it has no entries.  
After these definitions or roles, are created, the sn_customerservice_manager can use these roles to do the following tasks:

* Build an account team by selecting an account, selecting a role, and then assigning a role to an employee.
* Add a contact relationship to an account by selecting an account, selecting a role, and then assigning a role to a contact.
{#configure-csm-account-teams__ul_fgm_4xb_bmb}

The users who have been assigned to this role are displayed in the Account Team Members related list on the Responsibility Definition form. For more information, see the following topics:
* [Create a responsibility definition](https://servicenow-prod.fluidtopics.net/bXGCOG~ceTY0K1XQa9_vAQ "Define a role or responsibility that can support your organization and users in the Customer Service Management (CSM) application. By creating the responsibility definitions, you can create the relationships between your different entities like accounts, contacts, and more.")
* [Configure access through the responsibility access configuration](https://servicenow-prod.fluidtopics.net/vWMFGg0uMtgxaklBTpx_Bw "Streamline how you create and update your responsibility definitions and access configurations by using the declarative responsibility framework in the Customer Service Management (CSM) application. This framework enables you to select the level of access for each responsibility by leveraging low-code or no-code capabilities, which reduces the time required for scripting.")
{#configure-csm-account-teams__ul_xrl_p3b_gzb}