One contact multiple accounts and CSM Portal

[Damian Martinez]

Hello  Community,

is somebody using one contact with multiple accounts with CSM portal?
I have created some contact relationships, however I would expect that when a customer logs in to csm portal, it would ask which account does he/she wants to use?

Or how does this work? I know that in other portals when you login,  you have a menu where you select the account to see assets and tickets.

Thanks!

[Community Alums]

Hi @Damian Martinez ,

An account can have multiple contacts but a contact can be associated with only one account. A contact can have one or more associated assets and service contracts. A contact can also have a user ID and can log in to the customer portal.

Note: A contact is a user in the system. If you create a contact, that person is also added to the User table (sys_user).

[Richard Shively]

Hi Damian,
I am looking into this myself and it looks like the answer is here:
https://www.servicenow.com/community/in-other-news/customer-service-management-csm-1-m-contact-accou...

[Amit Pandey]

Hi @Damian Martinez 

Before the Vancouver release, configuring multiple contact relationships for a contact with an account wasn’t enabled. The database-level unique index company_contact can be turned off only by the administrators.

Starting with the Vancouver release, the Customer Service Management (CSM) application replaced the unique index and introduced the Prevent duplicate for account-contact business rule. This business rule enables administrators to disable the restriction of a unique index combination in the contact relationship by setting the Active flag to False. As a result, an administrator can assign multiple responsibilities per account for a contact.

Regards,

Amit