---
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


---

# Configuring households

# Configuring households {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read
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## Summary of Configuring households

The household entity in ServiceNow represents a group of consumers who generally share a common address and use services collectively.
Households consist of members---consumers or consumer users---who can be linked with various relationships and managed through cases, products, contracts, and entitlements.
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## Key Features

* **Household Creation and Membership:** Create households and add consumers as members. Consumers do not need to share the same address as the household to be members.
* **Head of Household:** One member can be designated as the head of household, gaining access to all household cases, information, and sold products for the household and its members.
* **Membership Management:** Membership is tracked via Start Date and End Date fields, allowing consumers to join, leave, and rejoin households while maintaining membership history.
* **Case Management:** Cases can be created for both households and individual members, enabling streamlined service and support.
* **Relationships Among Members:** Authorized Representative relationships allow one household member to manage cases on behalf of another.
* **Staff Relationships:** Relationship Managers (staff agents) can be linked to households or consumers to manage their cases.
* **Tracking Household Information:** View and manage household-related cases, sold products, contracts, and entitlements directly from the Household form.

## Key Outcomes

* Enable efficient management of groups of consumers as households, providing a consolidated view of cases, products, and contracts.
* Support delegation of case management through authorized relationships within households, empowering members and staff to act on behalf of others.
* Maintain accurate membership records with historical tracking, supporting scenarios where consumers move between households over time.
* Provide a streamlined experience for service staff to manage cases and relationships for households and individual consumers effectively.  
The household entity represents a group of consumers that usually share a common address and use services as a group.
A household is made up of consumers who have been added as members of that household.  
Note:  
A household has an address and consumers have their own addresses. These addresses don't need to be the same to add a consumer as a member to a household.  
With the household entity, you can:

* Create households and add consumers as household members.
* Create cases for households and household members.
* Create relationships between household members. These relationships authorize one household member to manage cases on behalf of another member.
* Create relationships between staff members and households or household members that enable the staff members to manage cases for those households and members.
* Track information for the households, including sold products, contracts, and entitlements.
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## Head of household {#configure-households__section_wt1_smd_gmb}

A household can have one member designated as the head of the household. A consumer who is added as the head of household is automatically added as a member of the household.  
The head of household has access to all the cases and information for the household and the other household members. The head of household can also see:

* The sold products for the household.
* The sold products and install base items for household members.
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## Household information {#configure-households__section_jxr_djd_gmb}

Households can have multiple members. These members can be either consumers or consumer users. Consumers can also belong to multiple households.  
Membership in a household is defined by the Start Date and End Date on the Household Member form. A household member is considered to be a current member if:

* The Start Date field is empty or is filled in with today's date.
* The Start Date field is filled in with a past date and the End Date field is empty or is filled in with today's date or a future date.
{#configure-households__ul_f2s_czj_gmb}Only one record with current membership dates is enabled for each consumer in a household. A consumer can leave and rejoin a household multiple times. This information is recorded using the start and end dates.  
As members are added or removed from a household, the member history is retained. You can find this information in the following related lists on the Household form.

* Current Members: The consumers currently in the household.
* All Members: The current and past members of a household. This list provides a history of the household. Members can appear multiple times in this list.
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On the Household form, you can also find information about household cases and products in the following related lists:

* Cases: The cases that have been created for all the members within a household
* Sold Products: The products owned by the household. These products can be owned or shared by multiple household members.
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## Household member relationships {#configure-households__section_dv1_pjd_gmb}

The following types of relationships can be created for households and household members. These relationships are included in the following related lists on the Household form:  
* Member Relationships: Relationships that have been established between household members. These relationships are created using the Authorized Representative responsibility. Household members that have an Authorized Representative relationship with another household member can act on behalf of that member and can manage cases and information for that member.
* Household Team: Relationships that have been established between an agent and a household. These relationships are created using the Relationship Manager responsibility. Agents with a Relationship Manager role for a household can access all cases linked to that household.

## Consumer relationships {#configure-households__section_ozl_tnd_gmb}

The following types of relationships can be created for consumers.

* Consumer Relationships: Relationships that have been established between two consumers, regardless of household. These relationships are created using the Authorized Representative responsibility. Consumers that have an Authorized Representative relationship with another consumer can manage cases for that consumer.
* Consumer Team: Relationships that have been established between an agent and a consumer. These relationships are created using the Relationship Manager responsibility. Agents with a Relationship Manager role for a consumer can access all cases linked to that consumer.
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