--- 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 customer access management # Configuring customer access management {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Configuring customer access management Customer Access Management (CAM) in ServiceNow's Customer Service Management (CSM) application allows you to grant different levels of access to contacts and consumers for customer data like cases and sold products. It also controls internal user access based on their customer relationships. CAM supports complex use cases across industries, such as multiple parties managing a single case or multiple departments tracking purchased products, enhancing collaboration and data sharing among involved stakeholders. Show full answer Show less ## Key Benefits * **Enhanced customer experience:** Enables multiple related parties to track and collaborate on cases effectively. * **Improved operational efficiency:** Allows customers and internal teams to monitor cases linked to products and services. * **Increased automation:** Automatically grants case access based on product ownership, reducing manual intervention. ## Configuration Tasks To set up and manage customer access, complete these key configuration tasks within the CSM application: * **Customer access management tables and plugins:** Add or modify tables to support CAM functionality. * **Install roles with customer access management:** Utilize predefined roles to establish user-to-entity relationships. * **Create a responsibility definition:** Define roles or responsibilities to support organizational needs within CSM. * **Configure access through responsibility access configuration:** Use the declarative responsibility framework to streamline creation and updates of responsibilities and access settings. * **Create related party configurations:** Link related party responsibilities to responsibility definitions and assign them to cases for proper access control. ## Practical Application for ServiceNow Customers By configuring CAM, ServiceNow customers can effectively manage multi-party access to cases and product data, reflecting real-world relationship complexities. This setup supports collaboration among customers, contacts, and internal teams while maintaining secure and appropriate access levels. Following the outlined configuration steps ensures your CAM setup meets your organization's operational and customer service goals. Ensure that the customer access management is set up correctly for the user by completing all configuration tasks using the Customer Service Management (CSM) application. ## Overview of customer access management {#configuring-cam__section_jmc_l21_vzb} Customer Access Management (CAM) enables you to grant varying levels of access to different contacts and consumers for customer data, such as cases, sold products, and more. It also enables you to control internal user access based on their relationship with the customer. As the needs of industry verticals grow, enterprises encounter complex use cases. There are use case scenarios where case management can be handled by more than one customer contact. For example, in a B2C scenario, a loan applicant wants to add a co-borrower, guarantor, and an attorney to a housing loan application. Everyone has the same level of access to respond to the loan application-related case. In other cases, products purchased by a customer can have multiple departments tracking the product, like the finance team tracking renewals or the operations team tracking maintenance. Customer access management enables enterprises across industry verticals such as hi-tech, telecommunications, financial services, government, and manufacturing to meet these complex use cases. Customer access management helps customer service agents add multiple related parties and provides them with varying levels of access to a case. While adding related parties to a case, customer service agents can select the relationship type. The relationship type defaults the responsibility that drives the access level for the related parties, such as contacts or consumers on a case. ## Key benefits {#configuring-cam__section_bx4_t2r_bgc} Customer access management: * Improves the customer experience by enabling related parties to track and collaborate on cases * Improves operational efficiency by enabling customers to track cases for products and services * Increases automation by automatically granting access to cases based on access to the sold product {#configuring-cam__ul_fs2_dqz_jrb} ## Configuration tasks for customer access management {#configuring-cam__section_vgd_v2r_bgc} {#configuring-cam__table_u5s_dbp_lsb__entry__2} | Task | Description | |-|-| | [Customer access management tables and plugins](https://www.servicenow.com/docs/e2wIfHEkEpqASeb0mS7Rgw "Learn about the tables and plugins that you can use with customer access management."). | Add new tables or modify existing tables to enable customer access management. | | [Install roles with customer access management](https://www.servicenow.com/docs/7nqtsoYD3nBzSmQ3ZgrgLw "Customer access management uses different functional and granular roles to establish relationships between users and entities. The granular and functional roles help provide user access to information and maintain data security."). | Use different predefined functional and granular roles to establish relationships between users and entities. | | [Create a responsibility definition](https://www.servicenow.com/docs/flLRqb9dtEkmwvGB4rR_BA "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.") | Define a role or responsibility that can support your organization and users in the Customer Service Management (CSM) application. | | [Configure access through the responsibility access configuration](https://www.servicenow.com/docs/5TZs78j7TTvwqSR8qlamYQ "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.") | 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. | | [Create related party configurations](https://www.servicenow.com/docs/yRA9aON7gM11YfyK9jjI1g "Related party configurations define the title of a relationship between an entity and an organization or user. These configurations also enable linking related party types with responsibility definitions to grant access as needed."). | Link related party entity responsibilities to responsibility definitions by adding related party configurations to a case. | [Listed are the following key configuration tasks required to set up and manage customer access.] {#configuring-cam__table_u5s_dbp_lsb} **Related concepts** * [Data management for Customer Service Management](https://www.servicenow.com/docs/G92GV7S0OLC2hv2UYsh~xQ "Data management refers to the processes and tools used to collect, organize, secure, and use customer-related data effectively so that support teams can deliver better service experiences. You can give your managers and agents a comprehensive view of customer data, including account and contact or consumer details, products and services, assets, contracts, and entitlements.") * [Using customer access management](https://www.servicenow.com/docs/PW0oKjL3H8ZzbQisAz2IqA "Learn how customers, contributor users, and customer service agents use customer access management.")