---
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


---

# Create a consumer staff relationship

# Create a consumer staff relationship {#ariaid-title1}

Release version: Australia  
Updated October 4, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Create a relationship between a staff member at a business organization (formerly business location) and a
consumer.

## Before you begin

Role required: admin, sn_crm_consumer_relationship_data_manager, sn_customerservice_manager, sn_customerservice.svc_location_manager, sn_customerservice.svc_location_manager_contributor, and
sn_bus_loc.location_relationship_manager  
Important:  
Some table and field labels have been changed across recent releases. For a mapping of former labels to current labels, see [Service Model Foundation renamed Entities](https://www.servicenow.com/docs/GOd50bOlCGACQLLY5iN1tA "The renamed entities display several Service Model Foundation entities that are renamed, including the previous and current names.").

## About this task

Users who have been added as staff members to a business organization can be assigned a consumer relationship.

* Administrators and customer service managers can assign a staff member from any location.
* Location managers can assign staff members from the locations that they have access to.
{#create-staff-consumer-relationship__ul_klt_yzz_2mb}

Relationships are based on responsibilities. A responsibility definition describes a
role or a function that supports a customer or consumer. To create a consumer
relationship, use the Relationship Manager responsibility.

## Procedure

1. Navigate to AllCustomer ServiceBusiness OrganizationsInternal/External Organizations.
2. Select either an internal or external organization (formerly internal or external business location).
3. In the Consumer Staff Relationships related list, select New.  
   This related list shows the consumers that have a relationship to any staff member for the location.
4. In the Consumer field, select the consumer to which the user is assigned.
5. In the Responsibility field, select the Relationship Manager responsibility.
6. In the User field, select the staff member to fulfill the responsibility.
7. Select Submit.  
   The relationship is added to the Consumer Staff Relationships related list.

*[\>]: and then