Associating a Contact with Multiple Accounts in CSM – Best Practice?
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8 hours ago
Hello!
I’m working with a client using ServiceNow CSM and we’ve run into a modelling challenge.
They want the capability to associate a single Contact record with multiple Accounts—for example, a consultant or distributor who works with several client organizations.
From what I understand, the out-of-the-box CSM data model supports a 1:1 relationship between Contact and Account (via the account reference field on the Contact table). But this client’s real-world use case demands a many-to-many relationship between Contacts and Accounts.
Questions for the community:
Has anyone implemented this kind of setup successfully?
How did you model or extend the data structure? Did you create any M2M table (e.g., Contact-Account Relationship)?
Are there any unintended consequences or pitfalls of doing this in CSM (e.g., in Case routing, SLAs, or Portal behavior)?
Should this even be done, or is there a better approach within the CSM framework?
Appreciate any insights or best practices from those who’ve tackled this before.
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8 hours ago
Hi,
Have you looked into contact relationships? They allow you to define responsibilities and provide access across accounts.
https://www.servicenow.com/docs/csh?topicname=c_ContactRelationships.html&version=latest
They can also be done at the account level, which is useful when an entire account (for example a service provider) needs access to multiple customers
