---
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


---

# Create relationships

# Create relationships {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read

Use relationships to provide internal and external users with additional access to
customer data.

## Before you begin

Role required: admin

## About this task

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.
{#configure-data-model-relationships__ul_oxz_ykp_gmb}

Relationships are based on responsibility definitions. These definitions describe a
role or a function that supports a customer. 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 Service Model Foundation plugins provide:

* Relationships that you can create between users.
* Responsibility definitions that you can assign to a user in a relationship.
{#configure-data-model-relationships__ul_hxh_qlp_gmb}  
{#configure-data-model-relationships__table_ygc_wsk_jlb__entry__3}

| Responsibility | Used in relationship | Description |
|-|-|-|
| Account Manager | Account Team Member | Use the Account Manager responsibility to create a relationship between an internal user and an account. With this relationship, the internal user can: * Create and manage cases for their accounts. * View account information, including the related entities for an account. * Create and manage contacts and additional addresses for their accounts. {#configure-data-model-relationships__ul_rwc_bgr_jlb} |
| Relationship Manager | * Consumer Team Member * Household Team Member {#configure-data-model-relationships__ul_wd1_jmd_2mb} | Use the Relationship Manager responsibility to create a relationship between: * An internal user and a consumer. * An internal user and a household. {#configure-data-model-relationships__ul_ibr_nhr_jlb} With this relationship, the internal user can do the following: * For a consumer: * Create and manage cases for the consumer. * View household information, including the related entities for that consumer. {#configure-data-model-relationships__ul_cwq_m3r_jlb} * For a household: * Create and manage cases for the household. * View household information, including the related entities for that household. * Create and manage household members. {#configure-data-model-relationships__ul_h3z_j3r_jlb} {#configure-data-model-relationships__ul_sss_j3r_jlb} |
| Authorized Representative | * Consumer to Consumer Relationship * Household Member Relationship {#configure-data-model-relationships__ul_srb_rmd_2mb} | Use the Authorized Representative responsibility to create a relationship between two consumers, regardless of household, or between two consumers within the same household. With this relationship, a consumer can: * Create and manage cases for another consumer. * View the information of another consumer. * View the install base information of another consumer and create cases for: * Sold products * Install base items {#configure-data-model-relationships__ul_scy_ysr_jlb} {#configure-data-model-relationships__ul_azw_gjr_jlb} |
[Table 1. Responsibility and relationship description]

{#configure-data-model-relationships__table_ygc_wsk_jlb}

## Procedure

1. Navigate to AllCustomer ServiceCustomer Relationships.
2. Select the desired relationship.

   | Option | Description |
   | Account Team Members | Create a relationship between an internal user and an account. |
   | Consumer Team Members | Create a relationship between an internal user and a consumer. |
   | Household Team Members | Create a relationship between an internal user and a household. |
   | Consumer Relationships | Create a relationship between two consumers, regardless of household. |
   | Household Relationships | Create a relationship between two consumers within a household. |
   |-|-|

   {#configure-data-model-relationships__choicetable_emj_jjz_2mb}
3. From the selected relationship list, click New.
4. Fill in the following fields for the selected relationship.  
   {#configure-data-model-relationships__table_bvg_mkz_2mb__entry__2}

   | Form | Fields |
   |-|-|
   | Account Team Member | * Account: select the account to which the internal user is assigned. * Responsibility: select the Account Manager responsibility. * User: select the internal user to fulfill the responsibility. {#configure-data-model-relationships__ul_ell_nkz_2mb} |
   | Consumer Team Member | * Consumer: select the consumer to which the internal user is assigned. * Responsibility: select the Relationship Manager responsibility. * User: select the internal user to fulfill the responsibility. {#configure-data-model-relationships__ul_utv_mlz_2mb} |
   | Household Team Member | * Household: select the household to which the internal user is assigned. * Responsibility: select the Relationship Manager responsibility. * User: select the internal user to fulfill the responsibility. {#configure-data-model-relationships__ul_l4b_mmz_2mb} |
   | Consumer to Consumer Relationship | * Consumer is: select the consumer to fulfill the responsibility on behalf of another consumer. * Responsibility: select the Authorized Representative responsibility. * of Consumer: select the consumer who is being represented by the consumer in the Consumer is field. {#configure-data-model-relationships__ul_s2r_pmz_2mb} |
   | Household Member Relationship | * Household; select the desired household. * Consumer is: select the consumer in the household to fulfill the responsibility on behalf of another consumer within the same household. * Responsibility: select the Authorized Representative responsibility. * of Consumer: select the consumer who is being represented by the consumer in the Consumer is field. {#configure-data-model-relationships__ul_dfc_mnz_2mb} |
   [Table 2. Relationship list form descriptions]

   {#configure-data-model-relationships__table_bvg_mkz_2mb}
5. Click Submit.  
   The relationship is added to the relationship list.  
   Account, Consumer, and Household Team Member relationships are also added to the corresponding related lists on the Business Location form.
   * Account Staff Relationships
   * Consumer Staff Relationships
   * Household Staff Relationships
   {#configure-data-model-relationships__ul_yj1_54z_2mb}  
   Consumer to Consumer and Household Member relationships are added to the following related lists:
   * Household form \> Member Relationships
   * Consumer form \> Consumer Relationships
   {#configure-data-model-relationships__ul_egr_fnp_gmb}
{#configure-data-model-relationships__steps_vb4_sfz_pgb}
**Related tasks**   

* [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.")  
**Related reference**   

* [Service Model Foundation responsibilities](https://servicenow-prod.fluidtopics.net/qpstQ4Im3Pm1XqmN3X1s1Q "A responsibility, or responsibility definition, describes a role or a function that supports a customer. Use responsibility definitions to create relationships between an agent and a customer or between two consumers.")

*[\>]: and then