---
sourceDocument: Yokohama Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/customer-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Create a contact relationship for an account

# Create a contact relationship for an account {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Create a contact relationship for an account by selecting a contact and then assigning a responsibility to that contact in the Customer Service Management (CSM) application. Through this relationship, a contact can effectively manage the accounts and can execute actions on behalf of the associated accounts.

## Before you begin

Role required: sn_customerservice_manager or admin

## About this task

Starting with the Yokohama release, Customer Service Management (CSM) introduced the <kbd class="ph userinput">Prevent duplicate for account-contact</kbd>business rule. By using this business rule, an administrator can assign multiple responsibilities per account for a
contact.

## Procedure

1. Navigate to AllCustomer ServiceCustomerAccounts or Partners.
2. Select an account.
3. In the Contact Relationships related list, select New.
4. On the form, fill in the fields.  
   {#t_CreateAContactRelationship__table_jb3_qpg_q5__entry__2}

   | Field | Definition |
   |-|-|
   | Account | The account to which the contact is assigned. This field is automatically filled in. |
   | Contact | The customer contact selected to fulfill the role or responsibility. The Contacts list includes contacts from any related partner or account as well as contacts from the account hierarchy. |
   | Type | Defines the label for the relationship with the selected user. You can select the type from the list of related party configurations. Note: Starting with the Yokohama release, the Type field is added to the Contact Relationship form. For more information on how to populate the Type field for existing data, see [Populate the Type field in relationship tables using the fix script](https://servicenow-prod.fluidtopics.net/bMK2Uy5dXGdaIN59yuKC4Q "Leverage the fix script to add and manage the Type field in relationship tables. This script simplifies data mapping and enhances record consistency across the base system."). |
   | Responsibility | Role or responsibility selected for this customer contact. Note: As part of creating a responsibility definition, the admin can specify if the responsibility is unique. If so, the responsibility can only be assigned to one contact per account. For more information, see [Create account teams](https://servicenow-prod.fluidtopics.net/QOvIfNcaAenqvbyiH4yunw "Create an account team that is made up of both employees and customer contacts who fulfill the jobs or roles for a particular account in the Customer Service Management (CSM) application. By defining the responsibilities or roles for your team and customer contacts, you make sure that your account team has the roles and functions to support your customer accounts."). |
   | Order | Specifies the sequence in which records are displayed, organized according to business preferences. |
   [Table 1. Contact Relationship form fields]

   {#t_CreateAContactRelationship__table_jb3_qpg_q5}
5. Select Submit.  
   The contact name, account, and responsibility are added to the Contact Relationships related list.

*[\>]: and then