Create relationships

Use relationships to provide internal and external users with additional access to customer data.

Before you begin

Role required: admin

About this task

With the Service Model Foundation feature, you can create relationships between the following users:

• Between an internal user and an account, household, or consumer.
• Between two consumers.

Relationships are based on responsibility definitions. These definitions describe a role or a function that supports a customer. When you create a relationship, you select the users involved in the relationship and the responsibility that one user performs on behalf of another.

The Service Model Foundation plugins provide:

• Relationships that you can create between users.
• Responsibility definitions that you can assign to a user in a relationship.

Table 1. Responsibility and relationship description

Responsibility	Used in relationship	Description
Account Manager	Account Team Member	Use the Account Manager responsibility to create a relationship between an internal user and an account. With this relationship, the internal user can: Create and manage cases for their accounts. View account information, including the related entities for an account. Create and manage contacts and additional addresses for their accounts.
Relationship Manager	Consumer Team Member Household Team Member	Use the Relationship Manager responsibility to create a relationship between: An internal user and a consumer. An internal user and a household. With this relationship, the internal user can do the following: For a consumer: Create and manage cases for the consumer. View household information, including the related entities for that consumer. For a household: Create and manage cases for the household. View household information, including the related entities for that household. Create and manage household members.
Authorized Representative	Consumer to Consumer Relationship Household Member Relationship	Use the Authorized Representative responsibility to create a relationship between two consumers, regardless of household, or between two consumers within the same household. With this relationship, a consumer can: Create and manage cases for another consumer. View the information of another consumer. View the install base information of another consumer and create cases for: Sold products Install base items

Procedure

1. Navigate to All > Customer Service > Customer Relationships.
2. Select the desired relationship.

   Option	Description
   Account Team Members	Create a relationship between an internal user and an account.
   Consumer Team Members	Create a relationship between an internal user and a consumer.
   Household Team Members	Create a relationship between an internal user and a household.
   Consumer Relationships	Create a relationship between two consumers, regardless of household.
   Household Relationships	Create a relationship between two consumers within a household.

3. From the selected relationship list, select New.
4. Fill in the following fields for the selected relationship.

   Table 2. Relationship list form descriptions

   Form	Fields
   Account Team Member	Account: Select the account to which the internal user is assigned. Responsibility: Select the Account Manager responsibility. User: Select the internal user to fulfill the responsibility. Type: Select the type from the list of related party configurations. Order: Select the order that specifies the sequence in which records are displayed, organized according to business preferences.
   Consumer Team Member	Consumer: Select the consumer to which the internal user is assigned. Responsibility: Select the Relationship Manager responsibility. User: Select the internal user to fulfill the responsibility. Order: Select the order that specifies the sequence in which records are displayed, organized according to business preferences.
   Household Team Member	Household: Select the household to which the internal user is assigned. Responsibility: Select the Relationship Manager responsibility. User: Select the internal user to fulfill the responsibility. Order: Select the order that specifies the sequence in which records are displayed, organized according to business preferences.
   Consumer to Consumer Relationship	Consumer is: Select the consumer to fulfill the responsibility on behalf of another consumer. Responsibility: Select the Authorized Representative responsibility. of Consumer: Select the consumer who is being represented by the consumer in the Consumer is field.
   Household Member Relationship	Household: Select the desired household. Consumer is: Select the consumer in the household to fulfill the responsibility on behalf of another consumer within the same household. Responsibility: Select the Authorized Representative responsibility. of Consumer: Select the consumer who is being represented by the consumer in the Consumer is field. Type: Select the type from the list of related party configurations. Order: Select the order that specifies the sequence in which records are displayed, organized according to business preferences.

5. Select Submit.
   The relationship is added to the relationship list.

   Account, Consumer, and Household Team Member relationships are also added to the corresponding related lists on the Business Location form.

   • Account Staff Relationships
   • Consumer Staff Relationships
   • Household Staff Relationships

   Consumer to Consumer and Household Member relationships are added to the following related lists:

   • Household form > Member Relationships
   • Consumer form > Consumer Relationships

Related tasks

• Create a responsibility definition

Related reference

• Service Model Foundation responsibilities