---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/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


---

# Contact relationships

# Contact relationships {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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.

## Overview of contact relationship {#c_ContactRelationships__section_gz1_ngd_cyb}

A contact is a user who serves as an employee of an account. To associate a contact with additional accounts, contact relationships are used. These contact relationships enable a contact with the customer role or customer
administrator role to manage the account that you established a contact relationship with. These contacts can view the information and perform actions on behalf of the accounts, such as creating or updating cases from the customer
portal.
**Related concepts**   

* [Configuring a contact relationship](https://www.servicenow.com/docs/f~NIOWwORUPXXZAqRD94Uw "You can configure a contact relationship to establish a relationship between an account and a contact in the Customer Service Management (CSM) application.")  
**Related tasks**   

* [Create a contact relationship for an account](https://www.servicenow.com/docs/_7gal6rdZIKPjR6xrhUCqw "Create a contact relationship for an account by selecting a contact and then assigning a responsibility to that contact in the Customer Service Management (CSM) application. Through this relationship, a contact can effectively manage the accounts and can execute actions on behalf of the associated accounts.")  
**Related reference**   

* [Contact Relationship form](https://www.servicenow.com/docs/yNa5MNg6L~vhkWbXTtdr3Q "The Customer Service Management application uses the Contact Relationship form to store information about the account, contact, and assigned responsibility in a contact relationship.")