---
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


---

# Configuring a contact relationship

# Configuring a contact relationship {#ariaid-title1}

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

You can configure a contact relationship to establish a relationship between an account and a contact in the Customer Service Management (CSM) application.

## Configuring the contacts to be associated with an account {#configuring-contact-relationship__section_w2y_yld_cyb}

When you create a contact relationship, you select a user from the Contact field. This field displays the contacts from:

* All accounts in the account relationship
* All accounts in the account hierarchy
* All accounts, if the sn_customerservice.contact_relationship.restrict_within_account_hierarchy system property is set to false. However, when the sn_customerservice.contact_relationship.restrict_within_account_hierarchy system property is set to true, only the contacts within the account hierarchy and account relationship are displayed.  
  Note:  
  By default, the sn_customerservice.contact_relationship.restrict_within_account_hierarchy system property is set to true.
{#configuring-contact-relationship__ul_mg2_dng_cv}

If you're a customer service manager (sn_customerservice_manager), you can create, update, delete, and view the list of contact relationships for an account. If you're a customer service manager (sn_customerservice_manager) or a
customer service agent (sn_customerservice_agent), you can view a list of the contact relationships for an account.  
When you select a responsibility for the contact, the responsibilities that are available are those responsibility definitions that are created with a type of Contact.  
Note:  
A contact can only be assigned with one responsibility per account.

## Configuring multiple contact relationships per account for a contact {#configuring-contact-relationship__section_nhr_ksf_cyb}

Before the Vancouver release, configuring multiple contact relationships for a contact with an account wasn't enabled. The database-level unique index <kbd class="ph userinput">company_contact</kbd> can be turned off only by the
administrators.

Starting with the Vancouver release, the Customer Service Management (CSM) application replaced the unique index and introduced the Prevent duplicate for account-contact business rule. This business rule enables administrators to disable the restriction
of a unique index combination in the contact relationship by setting the Active flag to False. As a result, an administrator can assign multiple responsibilities per account for a
contact.