---
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

# Customer access management {#ariaid-title1}

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

Customer access management enables you to support multiple contacts and consumers on
cases and sold products, providing them with varying levels of access to the case. You can also
add additional internal users to a case.

As the needs of industry verticals grow, enterprises encounter complex use cases. There are use
case scenarios where case management can be handled by more than one customer contact. For
example, in a B2C scenario, let's assume that a loan applicant wants to add a co-borrower,
guarantor, and an attorney to a housing loan application where everyone has the same level of
access to respond to the loan application-related case. While in other cases, products purchased
by a customer can have multiple departments tracking the product, like the finance team tracking
the renewals of the product or the operations team tracking the maintenance of the product.

Customer access management enables enterprises across industry verticals such as hi-tech,
telecommunications, financial services, government, and manufacturing to meet these complex use
cases.

Customer access management helps customer service agents add multiple related parties and
provides them with varying levels of access to a case. While adding related parties to a case,
customer service agents can select the relationship type. The relationship type defaults the
responsibility that drives the access level for the related parties, such as contacts or
consumers on a case.  
Customer access management:

* Improves the customer experience by enabling related parties to track and collaborate on cases
* Improves operational efficiency by enabling customers to track cases for products and services
* Increases automation by automatically granting access to cases based on access to sold product
{#customer-access-mgmt__ul_fs2_dqz_jrb}
**Related concepts**   

* [Configure customer access management](https://servicenow-prod.fluidtopics.net/HAZTw_7kvriRFuJXCxBB6Q "Ensure that the customer access management is set up correctly for the user by completing all configuration tasks using the Customer Service Management (CSM) application.")
* [Using customer access management](https://servicenow-prod.fluidtopics.net/Qyf_WITJzLOkQkx9pZwoQw "Learn how customers, contributor users, and customer service agents use customer access management.")