---
sourceDocument: Brazil Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# B2B - Account data model

# B2B - Account data model {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Reference the tables and relationships that store business-to-business (B2B) customer accounts, contacts, account hierarchies, account relationships, and account teams.

## Overview of account data model {#b2b-account-data-model__section_a2s_wtx_zjc}

The B2B account data model captures the structures used when the customer is another business. It defines the account and contact entities that represent the customer organization and its individuals. It also defines the
relationships, addresses, and team memberships that describe how the customer is served. The model extends platform foundations sys_user, core_company, cmn_location, and CSM tables. Industry solutions build on it for B2B scenarios, such as insurance carriers modeling brokers, financial services modeling institutional clients, and healthcare payers modeling provider
organizations.

## B2B - Account data model diagram {#b2b-account-data-model__section_oq2_g5x_zjc}

In the B2B account data model diagram, the accounts and contacts (with partner variants) are mapped to a user. These are connected to account relationship, contact relationship, account team member, and account address. The
responsibility and responsibility access configuration entities govern these access. Each entity refers to a shared reference and transaction data.

## Tables in the B2B account data model {#b2b-account-data-model__section_r4z_1vx_zjc}

{#b2b-account-data-model__table_k1p_cvx_zjc__entry__3}

| Label | Table name | Description |
|-|-|-|
| Account | customer_account | B2B customer or partner organization. Extends `core_company`. One table stores both customer and partner accounts, distinguished by the Account type field. |
| Contact | customer_contact | Individual at a B2B account. Extends `sys_user`. Both contact and partner contact use this table. Note: Starting with the Brazil release, a new field External ID is added to the contact table that acts as an identifier for this contact in an external system. |
| Account relationship |   | Bi-directional link between two accounts, such as partner-customer or supplier-buyer. References account relationship type. |
| Account relationship type |   | Named relationship type, such as a partner. |
| Contact relationship | sn_customerservice_contact_relationship | Bi-directional link between two contacts, such as co-signers, authorized representatives, or buying-group members. |
| Account team member | sn_customerservice_team_member | Internal employee assigned to an account in a named role. Roles use responsibility entities from customer relationships and access management. |
[ ]

{#b2b-account-data-model__table_k1p_cvx_zjc}
**Related concepts**   

* [Create customer relationships](https://www.servicenow.com/docs/dlJBqDyhsRV53bLOKH9Wnw "The Customer Service Management application provides the ability to establish different types of relationships between partners, customers, and contacts.")
* [Account hierarchy](https://www.servicenow.com/docs/j33GQitH4Wli_cCUGy~HWw "Use the account hierarchy feature to create and view a parent-child relationship between accounts.")
* [Bi-directional account relationships](https://www.servicenow.com/docs/81v6_oXt9FtiEkQzLPQZ2w "A bi-directional account relationship is a relationship that exists between two accounts. You can create account relationships between two customer accounts or between a partner account and a customer account.")
* [Contact relationships](https://www.servicenow.com/docs/VXpjZaUR0jXj158AbXJwug "You can add a contact from one account to another account by using a contact relationship in the Customer Service Management (CSM) application. By using contact relationships, you can perform actions on behalf of the accounts that you established a contact relationship with.")
* [Creating an account team member](https://www.servicenow.com/docs/kAdKXTn5fAIUkJIQPM2NnA "Create an account team member that is made up of both employees and customer contacts, fulfilling the jobs or roles for a particular account within the Customer Service Management (CSM) application. By defining responsibilities or roles for your team and customer contacts, you confirm that your account team has the functions needed to support customer accounts.")  
**Related tasks**   

* [Configure accounts and contacts](https://www.servicenow.com/docs/C7sVPqtxzSWAi4bzwWA~uA "An account is a supported external customer and a contact is a user who is an employee of an account.")