---
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


---

# Creating an account team

# Creating an account team {#ariaid-title1}

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

Create an account team that is made up of both employees and customer contacts who fulfill the jobs or roles for a particular account in 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.
If you have any one of the sn_crm_foundation_admin, sn_crm_foundation_data_manager, and sn_crm_account_relationship_data_manager roles, you can create an account team by using a responsibility definition. By defining the
responsibilities that you need for this account team, you create the relationships between the different entities like the accounts, contacts, and more.If you have sn_crm_account_relationship_viewer or sn_crm_foundation_data_viewer role, you can view the Account team members table.

You can create two types of responsibility definitions. You can create a definition for an employee and a definition for a contact.  
Note:  
If you have the sn_crm_customer_access_management_admin or sn_crm_foundation_admin role, you can also delete the definitions that are no longer used. A definition can only be deleted if it has no entries.  
After these definitions or roles, are created, the sn_customerservice_manager can use these roles to do the following tasks:

* Build an account team by selecting an account, selecting a role, and then assigning a role to an employee.
* Add a contact relationship to an account by selecting an account, selecting a role, and then assigning a role to a contact.
{#configure-csm-account-teams__ul_fgm_4xb_bmb}

The users who have been assigned to this role are displayed in the Account Team Members related list on the Responsibility Definition form. For more information, see the following topics:
* [Create a responsibility definition](https://www.servicenow.com/docs/VU97ec9~0ERIQPYHshq_ug "A responsibility, or responsibility definition, specifies the role or function a user has within an entity, determining access through relationships. When creating a relationship, users are assigned specific responsibilities that grant access to the entity and its related entities.")
* [Configure access through the responsibility access configuration](https://www.servicenow.com/docs/OCTgPj1IeOnit9dKHJnMng "Streamline how you create and update your responsibility definitions and access configurations by using the declarative responsibility framework in the Customer Service Management (CSM) application. This framework enables you to select the level of access for each responsibility by leveraging low-code or no-code capabilities, which reduces the time required for scripting.")
{#configure-csm-account-teams__ul_xrl_p3b_gzb}