Configuring households
Summarize
Summary of Configuring households
The household entity in ServiceNow represents a group of consumers who typically share a common address and use services collectively. Households are composed of members (consumers) who may have different individual addresses from the household address. This entity enables managing consumer groups efficiently by creating households, adding members, managing cases, and establishing relationships that authorize management of cases within the household.
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Key Features
- Household Creation and Membership: You can create households and add consumers as members. Consumers may belong to multiple households, with membership tracked by start and end dates to reflect current and historical membership status.
- Head of Household: One member can be designated as the head of household, who automatically becomes a member and gains access to all household cases, information, sold products, and install base items linked to the household and its members.
- Case Management: Cases can be created for both households and individual household members, enabling efficient service management across grouped consumers.
- Household Member Relationships: Authorized Representative relationships allow one household member to act and manage cases on behalf of another. These relationships are recorded and visible on the Household form.
- Staff and Agent Relationships: Relationship Manager responsibilities enable staff or agents to manage cases for households or individual members. These relationships are reflected as Household Team or Consumer Team on respective forms.
- Tracking Household Information: The system tracks sold products, contracts, entitlements, and case history for households and their members, accessible through related lists on the Household form.
Practical Use for ServiceNow Customers
By configuring households, you can streamline consumer management by grouping related consumers, delegating case management responsibilities, and centralizing household-related information. This setup supports improved service delivery, accountability through designated representatives, and comprehensive visibility into household-level service activities and product ownership. Use start and end dates to manage dynamic membership changes, and leverage agent relationships to assign case management responsibilities efficiently.
The household entity represents a group of consumers that usually share a common address and use services as a group.
- Create households and add consumers as household members.
- Create cases for households and household members.
- Create relationships between household members. These relationships authorize one household member to manage cases on behalf of another member.
- Create relationships between staff members and households or household members that enable the staff members to manage cases for those households and members.
- Track information for households, including sold products, contracts, and entitlements.
Head of household
A household can have one member designated as the head of household. A consumer who is added as the head of household is automatically added as a member of the household.
- The sold products for the household.
- The sold products and install base items for household members.
Household information
Households can have multiple members. These members can be either consumers or consumer users. Consumers can also belong to multiple households.
- The Start Date field is empty or is filled in with today's date.
- The Start Date field is filled in with a past date and the End Date field is empty or is filled in with today's date or a future date.
- Current Members: the consumers currently in the household.
- All Members: current and past members of a household. This list provides a history of the household. Members can appear multiple times in this list.
- Cases: the cases that have been created for all of the members within a household
- Sold Products: the products owned by the household. These products can be owned or shared by multiple household members.
Household member relationships
The following types of relationships can be created for households and household members. These relationships are included in the following related lists on the Household form:
- Member Relationships: relationships that have been established between household members. These relationships are created using the Authorized Representative responsibility. Household members that have an Authorized Representative relationship with another household member can act on behalf of that member and can manage cases and information for that member.
- Household Team: relationships that have been established between an agent and a household. These relationships are created using the Relationship Manager responsibility. Agents that have a Relationship Manager relationship with a household can manage all of the cases for that household.
Consumer relationships
- Consumer Relationships: relationships that have been established between two consumers, regardless of household. These relationships are created using the Authorized Representative responsibility. Consumers that have an Authorized Representative relationship with another consumer can manage cases for that consumer.
- Consumer Team: relationships that have been established between an agent and a consumer. These relationships are created using the Relationship Manager responsibility. Agents that have a Relationship manager relationship with a consumer can access all of the cases for that consumer.