---
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


---

# Customer access management tables and plugins

# Customer access management tables and plugins {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read

Learn about the tables and plugins that you can use with customer access management.
The customer access management feature adds new tables or modifies existing tables. You can activate the following plugins that enable features, such as enabling restricted contact access. To activate these plugins, you must
have the admin role. For details, see [Activate a plugin](https://www.servicenow.com/docs/access?context=t_ActivateAPlugin&version=xanadu&pubname=xanadu-platform-administration&ft:locale=en-US).
{#csm-cust-access-mgmt-tables__table_pqr_4xf_fsb__entry__3}

| Plugin | Description | Tables |
|-|-|-|
| Customer Service \[com.sn_customerservice\] | Enables customers to provide service and support to external customers by using several communication channels, such as email, web, and telephone. | * Account Access\[sn_csm_account_access\] * Case\[sn_customerservice_case\]​ * Related Party\[sn_customerservice_related_party\] * Related Party Configuration\[sn_customerservice_related_party_configuration\]​ {#csm-cust-access-mgmt-tables__ul_gsk_tlg_krb} |
| Customer Service Install Base Management \[com.snc.install_base\] | Enables customers to capture the current state of a customer's install base and establish the relationship to any downstream entities that might impact their functioning. | * Sold Product \[sn_install_base_sold_product\]​ * Sold Product Related Party\[sn_install_base_sold_product_related_party\] * Install Base Related Party\[sn_install_base_related_party\] {#csm-cust-access-mgmt-tables__ul_tf3_rkh_fsb} |
[Table 1. Plugins used by customer access management]

{#csm-cust-access-mgmt-tables__table_pqr_4xf_fsb} {#csm-cust-access-mgmt-tables__table_hsx_ctg_nrb__entry__2}

| Table | Columns |
|-|-|
| Account Access \[sn_csm_account_access\] Enable restricted access to account contacts for sold products and install bases. | Account \[customer_account\] Account associated with the sold product. |
| Account Access \[sn_csm_account_access\] Enable restricted access to account contacts for sold products and install bases. | Restrict Contact Access Access that is restricted to entities due to their associated contacts. If the value of the field is False, the contacts that are associated with the account can read the sold products and install bases that are associated with the account. If the value of the field is True, the contacts that are associated with the accounts don't get access to the sold products and install bases, unless they're added as a contact on the record or as a related party. The following contacts get access to the sold products and install bases: * Contacts that are associated with the sold product and install base records. * Contacts that are added as related parties with an Authorized Representative responsibility. * Contacts that belong to accounts that are added as related parties with an Authorized Account responsibility. {#csm-cust-access-mgmt-tables__ul_t2s_pp2_xvb} |
| Responsibility Definition \[sn_customerservice_responsibility_def\] | * Name * Applicable to * Type * Unique {#csm-cust-access-mgmt-tables__ul_ffn_2rb_gzb}For more information on the column types, see [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 Party Configuration \[sn_customerservice_related_party_configuration\]​ | Default Responsibility \[sn_customerservice_responsibility_def\] Reference to the sn_customerservice_responsibility_def table. Note: Starting with the Washington DC release, the Related Party Configuration \[sn_customerservice_related_party_configuration\] table is reparented to the Application file \[sys_metadata\] table. |
| Sold Product \[sn_install_base_sold_product\]​ | ​Contact \[customer_contact\]​ Primary contact for the sold product. |
| Sold Product \[sn_install_base_sold_product\]​ | Additional Consumers \[additional_consumers\]​ Additional consumers that are associated with the sold product. The Additional Consumers field isn't exposed to customers through any forms or lists and is added for performance reasons. |
| Sold Product \[sn_install_base_sold_product\]​ | Additional Users \[additional_users\] Additional users that are associated with the sold product. The Additional Users field isn't exposed to customers through any forms or lists and is added for performance reasons. |
| Sold Product Related Party \[sn_install_base_sold_product_related_party\] | ​Sold Product \[sn_install_base_sold_product\] Products and components that are sold to an account or a consumer. |
| Sold Product Related Party \[sn_install_base_sold_product_related_party\] | Type \[sn_customerservice_related_party_configuration\] Type of relationship that the related party has with the sold product. |
| Sold Product Related Party \[sn_install_base_sold_product_related_party\] | Responsibility \[sn_customerservice_responsibility_def\] Access level that the user has on the sold product and associated entities. |
| Sold Product Related Party \[sn_install_base_sold_product_related_party\] | Consumer \[csm_consumer\] Consumer that has the assigned responsibility for the sold product. |
| Sold Product Related Party \[sn_install_base_sold_product_related_party\] | Contact \[customer_contact\]​ Contact that has the assigned responsibility for the sold product. |
| Sold Product Related Party \[sn_install_base_sold_product_related_party\] | Account \[customer_account\] All contacts within the account that have the assigned responsibility for the sold product. |
| Contact Sold Product \[sn_install_base_rel_soldproduct_to_contact\]​ Establishes account contact relationships with the sold products. Note: Starting with the Xanadu release, the sn_install_base_rel_soldproduct_to_contact table has been deprecated for new customers. For upgrade customers, the table continues to be supported and extends the sold product-related parties table \[sn_install_base_sold_product_related_party\]. | ​Sold Product \[sn_install_base_sold_product\]​ Products and components that are sold to an account or a consumer. |
| Contact Sold Product \[sn_install_base_rel_soldproduct_to_contact\]​ Establishes account contact relationships with the sold products. Note: Starting with the Xanadu release, the sn_install_base_rel_soldproduct_to_contact table has been deprecated for new customers. For upgrade customers, the table continues to be supported and extends the sold product-related parties table \[sn_install_base_sold_product_related_party\]. | ​Contact \[customer_contact\]​ Contact that has the assigned responsibility for the sold product. |
| Contact Sold Product \[sn_install_base_rel_soldproduct_to_contact\]​ Establishes account contact relationships with the sold products. Note: Starting with the Xanadu release, the sn_install_base_rel_soldproduct_to_contact table has been deprecated for new customers. For upgrade customers, the table continues to be supported and extends the sold product-related parties table \[sn_install_base_sold_product_related_party\]. | Type \[sn_customerservice_related_party_configuration\] Name for this relationship. |
| Contact Sold Product \[sn_install_base_rel_soldproduct_to_contact\]​ Establishes account contact relationships with the sold products. Note: Starting with the Xanadu release, the sn_install_base_rel_soldproduct_to_contact table has been deprecated for new customers. For upgrade customers, the table continues to be supported and extends the sold product-related parties table \[sn_install_base_sold_product_related_party\]. | Responsibility \[sn_customerservice_responsibility_def\] Access level that the contact has on the sold product and associated entities. |
| Consumer Sold Product \[sn_install_base_m2m_consumer_sold_product\]​ Note: Starting with the Xanadu release, the sn_install_base_m2m_consumer_sold_product table has been deprecated for new customers. For upgrade customers, the table continues to be supported and extends the sold product-related parties table \[sn_install_base_sold_product_related_party\]. | Type \[sn_customerservice_related_party_configuration\] Name for this relationship. |
| Consumer Sold Product \[sn_install_base_m2m_consumer_sold_product\]​ Note: Starting with the Xanadu release, the sn_install_base_m2m_consumer_sold_product table has been deprecated for new customers. For upgrade customers, the table continues to be supported and extends the sold product-related parties table \[sn_install_base_sold_product_related_party\]. | Responsibility \[sn_customerservice_responsibility_def\] Access level that the consumer has on the sold product and associated entities. |
| Case \[sn_customerservice_case\]​ | Additional Consumers \[additional_consumers\]​ Additional consumers that are associated with the case. The Additional Consumers field isn't exposed to customers through any forms or lists and is added for performance reasons. |
| Case \[sn_customerservice_case\]​ | Additional Users \[additional_users\] Additional users that are associated with the case. The Additional Users field isn't exposed to customers through any forms or lists and is added for performance reasons. |
| Install Base Related Party \[sn_install_base_related_party\] Note: The sn_install_base_related_party table is extendible and can be used to capture industry-specific attributes that correspond to a related party. | Install Base Item sn_install_base_item Instances of the product that are configured for a customer. |
| Install Base Related Party \[sn_install_base_related_party\] Note: The sn_install_base_related_party table is extendible and can be used to capture industry-specific attributes that correspond to a related party. | Responsibility \[sn_customerservice_responsibility_def\] Access level to install the base and related information. |
| Install Base Related Party \[sn_install_base_related_party\] Note: The sn_install_base_related_party table is extendible and can be used to capture industry-specific attributes that correspond to a related party. | Type \[sn_customerservice_related_party_configuration\] Name for this relationship. |
| Install Base Related Party \[sn_install_base_related_party\] Note: The sn_install_base_related_party table is extendible and can be used to capture industry-specific attributes that correspond to a related party. | User sys_user Consumer, contact, service organization, member, or internal user that has the assigned responsibility for the install base. |
| Install Base Related Party \[sn_install_base_related_party\] Note: The sn_install_base_related_party table is extendible and can be used to capture industry-specific attributes that correspond to a related party. | Consumer \[csm_consumer\] Consumer that has the assigned responsibility for the install base. |
| Install Base Related Party \[sn_install_base_related_party\] Note: The sn_install_base_related_party table is extendible and can be used to capture industry-specific attributes that correspond to a related party. | Account \[customer_account\] All contacts within the account that have the assigned responsibility for the install base. |
| Install Base Related Party \[sn_install_base_related_party\] Note: The sn_install_base_related_party table is extendible and can be used to capture industry-specific attributes that correspond to a related party. | Contact \[customer_contact\]​ Contact that is primarily responsible for the install base. |
| Install Base Related Party \[sn_install_base_related_party\] Note: The sn_install_base_related_party table is extendible and can be used to capture industry-specific attributes that correspond to a related party. | Service Organization sn_customer_service_organization Service organization that is primarily responsible for the install base. |
| Install Base Related Party \[sn_install_base_related_party\] Note: The sn_install_base_related_party table is extendible and can be used to capture industry-specific attributes that correspond to a related party. | Class class Type of record. |
| Related Party \[sn_customerservice_related_party\] | Responsibility \[sn_customerservice_responsibility_def\] Reference to the sn_customerservice_responsibility_def table. |
[Table 2. Tables used by customer access management]

{#csm-cust-access-mgmt-tables__table_hsx_ctg_nrb}