Add additional accounts for the sold product

Add additional accounts or contacts for your business-to-business (B2B) or business-to-business-to-consumer (B2B2C) sold products by defining the type and responsibility of additional accounts or contacts. Once you add accounts as related parties, all contacts associated with the related party account can access the sold product.

Before you begin

Role required: admin and sn_customerservice_manager

About this task

The responsibility assigned to the additional accounts that is associated with a sold product gets access to the sold product and the related entities, which include installed products, install base items, and cases associated with sold products.

Procedure

1. Navigate to All > Customer Service > Products > Sold Products.
2. Select the record that you want to add the additional account to.
3. From the Sold Product Related Parties related list, select New.
4. On the form, fill in the fields.

   Table 1. Sold Product Related Party record form

   Field	Description
   Sold Product	Products and components that are sold to an account.
   Type	Related party type. Note: By selecting the related party type, the default responsibility that is mentioned in the type is added in the related party responsibility.
   Account	Contacts of the account responsible for the sold product.
   Responsibility	Access level to the sold product and related information. Additional account with the Authorized Account responsibility requires the sn_install_base.sold_product_authorized_contact role to get access to the associated sold product and related entities. For details, see Roles installed with customer access management. Note: If the Responsibility field is empty, the accounts don't have any access to the sold product and associated case.
   Order	Specifies the sequence in which records are displayed, organized according to business preferences.

5. Select Submit.
   You can add additional accounts to the B2B sold product.

   Note:

   Added accounts can be from the same account, partner account, or from contact relationships.

Result

After additional accounts are added to the sold product with Authorized Account responsibility, the contacts of those accounts having a required functional role can perform the following actions:

• View the list of sold products and associated install base items.
• Create cases by selecting sold products or install bases.
• View the list of cases that are related to the sold products or affected install bases.
• View the list of installed products.
• Access cases that are associated with the sold product.

Note:

• While creating a case for a sold product, you can only see the authorized accounts on the account's sold product.
• If you choose an account, you can only associate a sold product that you have full access to on the case.