Best way to add the same Contact person to two different Accounts

[Han Yang]

We are getting Contacts that work for two Accounts.  Currently we can only add the Contact to one Account. What is the best way to add the same Contact person to two different Accounts? Currently we am adding the Company name at the end of their last name. This results in two Contacts for one person. Any suggestions?

[Tony Chatfield1]

Hi,
I think this occurs often, escpecialy within outsourced IT type environments.

Assuming their contact details remain the same, then perhaps a related list is the most appropriate solution, but it would result in a number of changes being necessary for user creation\maintainence and their selection into records\creation of tasks via email etc.
You also need to consider the contacts entitlement to log tasks for each client (especially where there may be incurred charges) and their level of engagement on a per client basis - they may have access to client sensitive data for client A but not Client B.

I expect the contact would still need to have 1 'default' company which should be the company who employs them
- Individuals who contract to multiple clients would need some futher consideration.

Also having the records created correctly\against the correct company migth also prove taxing for frontline support teams
and this may cause data integrity issues\an extra layer of record management, if not managed carefully.

[Rajagopal Udupa]

You can use contact relationships to have more than one contact assigned to an account. Please check the documentation, https://docs.servicenow.com/bundle/helsinki-customer-service-management/page/product/customer-servic.... 

The contact relationship works within an account hierarchy so make sure you assign contacts in Customer Service -> Accounts -> ( Account ) -> Contacts. Then these contacts will appear in the contact relationships in the child accounts for you to assign. Hope this helps.