--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Configuring customer access management # Configuring customer access management {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Configuring Customer Access Management Customer Access Management allows enterprises to grant different access levels to contacts and consumers for customer data, including cases and sold products. It also controls internal user access based on their relationship with customers. This capability is essential for handling complex use cases across various industries, enabling multiple contacts to manage a case collaboratively. Show full answer Show less ## Key Features * **Multi-party Case Management:** Supports scenarios where multiple related parties can access and respond to cases, improving collaboration. * **Relationship Type Selection:** Customer service agents can specify the relationship type, which determines access levels for related parties. * **Automated Access Granting:** Streamlines access based on the products purchased, enhancing operational efficiency. ## Key Outcomes By configuring Customer Access Management, companies can: * Enhance customer experience through better case tracking and collaboration among related parties. * Improve operational efficiency by allowing customers to monitor cases for their products and services. * Increase automation by simplifying the access granting process. ## Configuration Tasks To set up Customer Access Management, the following tasks should be completed: * **Configure Tables and Plugins:** Modify or add tables for customer access management. * **Install Roles:** Establish relationships using predefined roles. * **Create Responsibility Definitions:** Define roles that support organizational needs within CSM. * **Configure Access:** Use the declarative responsibility framework to streamline access management. * **Create Related Party Configurations:** Link responsibilities to related parties within a case. Implementing these configurations will enable enterprises to effectively manage customer access and meet diverse industry requirements. Ensure that the customer access management is set up correctly for the user by completing all configuration tasks using the Customer Service Management (CSM) application. ## Overview of customer access management {#configuring-cam__section_jmc_l21_vzb} Customer Access Management enables you to grant varying levels of access to different contacts and consumers for customer data, such as cases, sold products, and more. It also enables you to control internal user access based on their relationship with the customer. As the needs of industry verticals grow, enterprises encounter complex use cases. There are use case scenarios where case management can be handled by more than one customer contact. For example, in a B2C scenario, let's assume that a loan applicant wants to add a co-borrower, guarantor, and an attorney to a housing loan application where everyone has the same level of access to respond to the loan application-related case. While in other cases, products purchased by a customer can have multiple departments tracking the product, like the finance team tracking the renewals of the product or the operations team tracking the maintenance of the product. Customer access management enables enterprises across industry verticals such as hi-tech, telecommunications, financial services, government, and manufacturing to meet these complex use cases. Customer access management helps customer service agents add multiple related parties and provides them with varying levels of access to a case. While adding related parties to a case, customer service agents can select the relationship type. The relationship type defaults the responsibility that drives the access level for the related parties, such as contacts or consumers on a case. ## Key benefits {#configuring-cam__section_bx4_t2r_bgc} Customer access management: * Improves the customer experience by enabling related parties to track and collaborate on cases * Improves operational efficiency by enabling customers to track cases for products and services * Increases automation by automatically granting access to cases based on access to the sold product {#configuring-cam__ul_fs2_dqz_jrb} ## Configuration tasks for customer access management {#configuring-cam__section_vgd_v2r_bgc} {#configuring-cam__table_u5s_dbp_lsb__entry__2} | Task | Description | |-|-| | [Customer access management tables and plugins](https://www.servicenow.com/docs/cj19N44VhR1Pon7_hL_CHA "Learn about the tables and plugins that you can use with customer access management."). | Add new tables or modify existing tables to enable customer access management. | | [Install roles with customer access management](https://www.servicenow.com/docs/FLKTxEUALP2DOs5zCDq3Cw "Customer access management uses different functional and granular roles to establish relationships between users and entities. The granular and functional roles help provide user access to information and maintain data security."). | Use different predefined functional and granular roles to establish relationships between users and entities. | | [Create a responsibility definition](https://www.servicenow.com/docs/VU97ec9~0ERIQPYHshq_ug "A responsibility, or responsibility definition, specifies the role or function a user has within an entity, determining access through relationships. When creating a relationship, users are assigned specific responsibilities that grant access to the entity and its related entities.") | Define a role or responsibility that can support your organization and users in the Customer Service Management (CSM) application. | | [Configure access through the responsibility access configuration](https://www.servicenow.com/docs/OCTgPj1IeOnit9dKHJnMng "Streamline how you create and update your responsibility definitions and access configurations by using the declarative responsibility framework in the Customer Service Management (CSM) application. This framework enables you to select the level of access for each responsibility by leveraging low-code or no-code capabilities, which reduces the time required for scripting.") | Streamline how you create and update your responsibility definitions and access configurations by using the declarative responsibility framework in the Customer Service Management (CSM) application. | | [Create related party configurations](https://www.servicenow.com/docs/3UP3I9kK7I3zWjkTEWbK9Q "Related party configurations define the title of a relationship between an entity and an organization or user. These configurations also enable linking related party types with responsibility definitions to grant access as needed."). | Link related party entity responsibilities to responsibility definitions by adding related party configurations to a case. | [Listed are the following key configuration tasks required to set up and manage customer access.] {#configuring-cam__table_u5s_dbp_lsb} **Related concepts** * [Data management for Customer Service Management](https://www.servicenow.com/docs/MT3O7h48KhrKB_jaNMwN5w "Data management refers to the processes and tools used to collect, organize, secure, and use customer-related data effectively so that support teams can deliver better service experiences. You can give your managers and agents a comprehensive view of customer data, including account and contact or consumer details, products and services, assets, contracts, and entitlements.") * [Using customer access management](https://www.servicenow.com/docs/kUnh1cWrGgZLRDXVv0E0fw "Learn how customers, contributor users, and customer service agents use customer access management.")