Relationship in CSM Module

RathikaTS · 3 weeks ago

Hi,

In CSM/PSDS module, how are we handing parental relationship information ?
Is there a more effective or standardized way to store parental information (such as father and mother names) for a household member given that these are simple string fields in a form view and not linked to system users rather than creating separate multiple field as first name,email, Address etc..

Rafael Batistot · 3 weeks ago

Hi @RathikaTS

Here are two more standardized ways depending on how complex your requirement is:

1. Relationship records (recommended for PSDS/CSM household modeling)

Create a Parental Relationship table (or use an extension of the existing Relationship table in ServiceNow).
Store entries like:

Child → Parent (relationship type = father, mother, guardian, etc.)

Each entry links two Contact/Household Member records (sys_user or sn_customerservice_contact).
Benefits:

Normalized structure (no duplication of parent info).
Easy to query/report (e.g., “get all children of X”).
Scalable for other relationships (guardian, sibling, foster parent, etc.).

Drawback: Requires more setup (table + reference fields + UI config).

2. Extended Contact/Household Model (simpler but structured)

If you don’t want a relationship table, create a reference field to sn_customerservice_contact (or your household member table) for Father and Mother.
Example:

Field: father → Reference to Household Member
Field: mother → Reference to Household Member

This way, you don’t store just strings — you store actual related records.
Drawback: limited if you need more than two parents/guardians (but okay for simple cases).

RathikaTS · 3 weeks ago

Thanks Rafael for your quick suggestion, let me try it in our instance.

RathikaTS · 2 weeks ago

Hi Rafale,

We have tried to implement 1st solution in our instance, but what is the challenge means, all fields like First Name, Last Name, Age, Gender, Email, Address etc for father & Mother are in STRING fields but as per your solution it should be REFERENCE to use it in the relationship table.

Is there a way to get the string fields or any other alternate solution would be appreciated?

Thanks in advance,

Rathika

Bhuvan · 2 weeks ago

@RathikaTS

Can you explain the use case for your requirement ?

Check below documentation links for household, household member and consumer relationship

https://www.servicenow.com/docs/bundle/zurich-customer-service-management/page/product/customer-serv...

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan