Create a responsibility definition

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Define a role or responsibility that can support your organization and users in the Customer Service Management (CSM) application. By creating the responsibility definitions, you can create the relationships between your different entities like accounts, contacts, and more.

    Before you begin

    Role required: admin

    About this task

    If you’re using the Service Model Foundation feature, you can also create the responsibility definitions to use in customer and consumer relationships. For more information about configuring Service Model Foundation, see Configure Service Model Foundation.

    The Responsibility Definition [sn_customerservice_responsibility_def] table supports domain separation. For more information on domain separation, see Domain separation and Customer Service Management.

    Note:
    Starting with the Vancouver release, the Responsibility Definition [sn_customerservice_responsibility_def] table is reparented to the Application file [sys_metadata] table.

    Procedure

    1. Navigate to All > Customer Service > Administration > Responsibility Definitions.
    2. Select New.
    3. On the form, fill in the fields.
      Table 1. Responsibility Definition form fields
      Field Definition
      Name Name of the responsibility.
      Applicable to Persona type that the responsibility applies to, such as the customer service managers or agents.
      Type Type of users to whom the responsibility can be assigned to:
      • User: Select User if this responsibility should be assigned to an employee. When assigning this type, the list of available users comes from the Users [sys_users] table.
      • Contact: Select Contact if this responsibility should be assigned to a customer contact. When assigning this role, the list of available users comes from the Contacts [customer_contact] table.
      • None: Select None if this responsibility definition is to be used when creating relationships between consumers.
      Note:
      Only the responsibility definitions with Type set to User can be used in the following Service Model Foundation relationships:
      • Account Team Member
      • Consumer Team Member
      • Household Team Member
      Unique Option that you can select to disable the duplicate entries for the responsibility definition.
    4. Select Submit.