CSM Contact Responsibilities

[maruf]

We have a scenario where a Contact for an Account (CSM) has many responsibilities. However OOTB prevents assigning multiple responsibilities to a single contact for the same account. A contact can only have one responsibility per account.

Example
A "Contact A' is the personal assistant to the Marketing Director and IT Director.
Responsibility definitions are
PA to Marketing Director
PA to IT Director

How can I represent this within the Account Contact relationship and show Contact A has both responsibilies?

[likivel]

Hi Sandeep, How can you have a contact to have different role in different accounts.

Eg- If a contact has contact relationship with Account A, Account B.

Contact should have just a customer role for Account A and Customer case manager and admin role for Account B.

[maruf]

Thank you all for your responses.  From what I have read in various places it is not possible for an Account Contact to hold multiple responsibilities for the same account.

" Note: A contact can only be assigned one responsibility per account."

[Kasper XYZ]

FYI, this has been changed is the most recent release

[maruf]

@Kasper XYZ , we are on Vancouver and I don't see this feature.  Is there a plugin or sys property that needs altering/enabling?

[Kasper XYZ · Accepted solution]

Hi Maruf
Have a look here:
https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer...