---
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 a responsibility definition

# Create a responsibility definition {#ariaid-title1}

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

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.

## Before you begin

Role required: admin

## About this task

If you're using the Service Model Foundation feature, you can also create the responsibility definitions to use in customer and consumer relationships. For more information about configuring Service Model Foundation, see [Configure Service Model Foundation](https://servicenow-prod.fluidtopics.net/bzQw_jueiWYqrsVpWcbLxA "Configure the Service Model Foundation feature to enable a foundational data model framework. You can use this framework to create structured and flexible data models that represent your business needs.").

The Responsibility Definition \[sn_customerservice_responsibility_def\] table supports domain separation. For more information on domain separation, see [Domain separation and Customer Service Management](https://servicenow-prod.fluidtopics.net/CwnDB~CGxeMVR05EqQLW8Q "Domain separation is supported in Customer Service Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.").  
Note:  
Starting with the Vancouver release, the Responsibility Definition \[sn_customerservice_responsibility_def\] table is reparented to the Application file \[sys_metadata\] table.

## Procedure

1. Navigate to AllCustomer ServiceAdministrationResponsibility Definitions.
2. Select New.
3. On the form, fill in the fields.  
   {#t_CreateAResponsibilityDefinition__table_gza_pjv_bs__entry__2}

   | Field | Definition |
   |-|-|
   | Name | Name of the responsibility. |
   | Applicable to | Persona type that the responsibility applies to, such as the customer service managers or agents. |
   | Type | Type of users to whom the responsibility can be assigned to: * User: Select User if this responsibility should be assigned to an employee. When assigning this type, the list of available users comes from the Users \[sys_users\] table. * Contact: Select Contact if this responsibility should be assigned to a customer contact. When assigning this role, the list of available users comes from the Contacts \[customer_contact\] table. * None: Select None if this responsibility definition is to be used when creating relationships between consumers. {#t_CreateAResponsibilityDefinition__ul_jng_31g_q5} Note: Only the responsibility definitions with Type set to User can be used in the following Service Model Foundation relationships: * Account Team Member * Consumer Team Member * Household Team Member {#t_CreateAResponsibilityDefinition__ul_cjm_3bk_gmb} |
   | Unique | Option that you can select to disable the duplicate entries for the responsibility definition. |
   [Table 1. Responsibility Definition form fields]

   {#t_CreateAResponsibilityDefinition__table_gza_pjv_bs}
4. Select Submit.
**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