A Partner Account in ServiceNow Customer Service Management (CSM) represents a business entity that collaborates with your organization to provide customer support, services, or sales. These partners can be resellers, distributors, service providers, or business associates who help manage customer interactions and cases.
This article guides you through setting up GSI Tech as a partner account and configuring it to manage cases for the customer ABC Corp.
Objective
Configure GSI Tech so that its contacts can view and manage cases for ABC Corp.
Step 1: Creating a Partner Account
- Navigate to All → Customer Service → Customer → Partners.
- A list of available partners will be displayed.
- Click on the "New" button in the top-right corner.
- In the Account form that appears:
- Ensure the Partner checkbox is selected.
- Enter the Name as GSI Tech.
- Fill in other relevant details as required.
- Click Save.
Step 2: Creating a Contact for GSI Tech
- In the GSI Tech account form, scroll down to the Contacts related list.
- Click New to create a new contact.
- Enter the details for the contact, for example:
- Name: Peter Robinson
- Email: [Enter Email]
- Phone Number: [Enter Phone Number]
- Assign the Partner Administrator role (sn_customerservice.partner_admin) to Peter Robinson.
- Click Save.
Step 3: Establishing the Partner Relationship with ABC Corp
Ensure that the customer account for ABC Corp has already been created before proceeding.
- Navigate to the GSI Tech account form.
- Locate the Account Relationships related list and click New.
- In the New Account Relationship form:
- Select Relationship Type as Partner Account.
- Select Account To as ABC Corp.
- Click Submit.
Conclusion
By following these steps, GSI Tech is successfully set up as a Partner Account and can now manage cases for ABC Corp. The assigned contact, Peter Robinson, will have the required access and permissions to handle customer cases efficiently.
