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?

[Ahmed Drar]

Hi Maruf,

you can use the account team members related list to define responsibility for  account team members

[maruf]

Hi  Ahmed,

 I was referring to the 'Contact Relationships' related list.

[Ahmed Drar]

you could create a new responsibility definition -  Marketing and IT Director and assign it to contact A

[Community Alums]

Hi @maruf ,

Use a contact relationship to add a contact from a different account to either of the accounts in an established account relationship.

A contact relationship allows a contact with the customer role or customer administrator role to manage the account for which the contact relationship has been established. These contacts can view information and perform actions on behalf of the accounts, such as creating or updating cases from the customer portal.

When you create a contact relationship, you select a user from the Contact field. This field displays the contacts from:

• Both accounts in the account relationship
• All accounts in the account hierarchy

Then you select a responsibility for the contact. The responsibilities available for selection are those responsibility definitions created with a type of Contact.

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

The contact name, account, and responsibility appear in the Contact Relationships related list on the Account form.

Customer service managers can create and delete contact relationships for accounts. Managers and agents can view a list of contact relationships for an account.

• Create a contact relationship for an account

  Create a contact relationship for an account by selecting a contact and then assigning a responsibility to that contact.

Mark my answer correct & Helpful, if Applicable.

Thanks,
Sandeep