How to provide case visibility for a contact on one account to cases on another account?

[vidhya_mouli]

I have a requirement where Contact on one Account should be able to see the cases on Contact on another account.

I followed this thread and created the dynamic filter. However, I am not sure how to associate a contact with multiple accounts. How do I go about this?

[Mexiprince]

Hi,

Below is the procedure. Check the product document if stuck

1. Navigate to All > Customer Service > Customer > Accounts or Partners.
2. Select an account.
3. From the Account Team Members related list, select New.
   The account team member must have sn_customerservice.relationship_contributor role.
4. On the form, fill in the fields

https://www.servicenow.com/docs/bundle/yokohama-customer-service-management/page/product/customer-se...

[vidhya_mouli · Accepted solution]

Managed to do this. Did the following steps:

User: testcompany.user1@example.com
Account: Test Company

This user will have access to Test account cases too. To do this I did the following:
1. Gave the user sn_customerservice.customer_case_manager role.
2. Created Account Relationship (account_relationship) for Test account.
3. Created Contact Relationship (sn_customerservice_contact_relationship) for Test account.

Let me know if it works as expected or anything else is needed.