---
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


---

# Bi-directional account relationships

# Bi-directional account relationships {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
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## Summary of Bi-directional account relationships

Bi-directional account relationships in ServiceNow establish defined connections between two accounts, which can be either two customer accounts or a partner and a customer account.
These relationships enable clear visibility and management of interactions between accounts, enhancing collaboration and case management capabilities.
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## Key Features

* **Account Relationship Types:** Administrators define relationship types specifying the source and target account types (account or partner) and the nature of their relationship including its reverse. One default type is provided for partner accounts.
* **Relationship Records:** Customer Service Managers create relationship records between specific accounts based on defined types. Each record captures the source account, target account, and the relationship type along with both forward and reverse relationship descriptions.
* **Visibility and Management:** Relationship records are accessible from either account involved, visible in the Account Relationships related list on the respective Account forms. This two-way visibility ensures both accounts can view and manage their connections.
* **Partner Account Management:** Contacts with Partner or Partner administrator roles can create and manage cases for their linked customer accounts through these relationships.
* **Account Relationship Type Form:** Displays all relationship records using a specific type, showing associated source and target accounts, allowing administrators to track and manage relationship categories effectively.

## Practical Impact for ServiceNow Customers

Implementing bi-directional account relationships allows customers to:

* Define and manage complex relationships between customer and partner accounts clearly and consistently.
* Improve case management by enabling partner contacts to manage their customer accounts directly.
* Gain comprehensive visibility into account connections from either side, facilitating better collaboration and communication.
* Maintain organized and trackable relationship data, supporting efficient customer service operations and partner management.  
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.  
A bi-directional account relationship is based on a defined account relationship type. Creating a bi-directional account relationship is a two-step process that involves:

* Defining the types of relationships that exist between your partners and customers.
* Using these relationship types to create relationship records between selected accounts.
{#c_AccountRelationships__ul_ixj_pbp_nlb}

You can view relationship records on the Account form for either account in the relationship.
These records are stored in the Account Relationships related list.

For relationships between a partner account and a customer account, contacts with the Partner or Partner administrator role can create and manage cases for their customer accounts.

## Account relationship types {#c_AccountRelationships__section_xbz_gcp_nlb}

An account relationship type defines a relationship that can exist between accounts. Users with the administrator role can define the following account relationship types:

* Account to account
* Partner to account
{#c_AccountRelationships__ul_h4s_jcp_nlb}  
When creating an account relationship type, you define the following information on the Account Relationship Type form:

* The type of source account (account or partner).
* The type of target account (account or partner).
* The relationship between the source account and the target account.
* The reverse relationship between the source account and the target account.

{#c_AccountRelationships__ul_bb5_dcf_q5}  
Note:  
One default account relationship type is provided for partner accounts.

## Account relationship records {#c_AccountRelationships__section_ayd_2fp_nlb}

Once an account relationship type is defined, users with the Customer Service Manager role can use it to create relationships between specific accounts or partners. An account relationship record includes the following information:

* A source account, selected in the Account From field.
* A target account, selected in the Account To field.
* The account relationship type that this relationship record is based on.
* The relationship and the reverse relationship of the selected accounts.
{#c_AccountRelationships__ul_xpt_qrm_q5}  
View a relationship record from either account:

* The relationship (Account FromAccount To) appears in the Account Relationships related list on the source account record.
* The reverse relationship (Account ToAccount From) appears in the Account Relationships related list on the target account record.
{#c_AccountRelationships__ul_efd_cpf_q5}Select the account relationship record from either account to see the Account Relationship form.

You can also view account relationship records that use a specific account relationship
type. This information appears as a related list on the Account Relationship Type form. This
list shows the source account (Account From field) and the target
account (Account To field) for each account relationship record.

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