Configuring customer access management

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Configuring Customer Access Management

    Customer Access Management allows enterprises to grant different access levels to contacts and consumers for customer data, including cases and sold products. It also controls internal user access based on their relationship with customers. This capability is essential for handling complex use cases across various industries, enabling multiple contacts to manage a case collaboratively.

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    Key Features

    • Multi-party Case Management: Supports scenarios where multiple related parties can access and respond to cases, improving collaboration.
    • Relationship Type Selection: Customer service agents can specify the relationship type, which determines access levels for related parties.
    • Automated Access Granting: Streamlines access based on the products purchased, enhancing operational efficiency.

    Key Outcomes

    By configuring Customer Access Management, companies can:

    • Enhance customer experience through better case tracking and collaboration among related parties.
    • Improve operational efficiency by allowing customers to monitor cases for their products and services.
    • Increase automation by simplifying the access granting process.

    Configuration Tasks

    To set up Customer Access Management, the following tasks should be completed:

    • Configure Tables and Plugins: Modify or add tables for customer access management.
    • Install Roles: Establish relationships using predefined roles.
    • Create Responsibility Definitions: Define roles that support organizational needs within CSM.
    • Configure Access: Use the declarative responsibility framework to streamline access management.
    • Create Related Party Configurations: Link responsibilities to related parties within a case.

    Implementing these configurations will enable enterprises to effectively manage customer access and meet diverse industry requirements.

    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

    Customer Access Management 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, let's assume that a loan applicant wants to add a co-borrower, guarantor, and an attorney to a housing loan application where everyone has the same level of access to respond to the loan application-related case. While in other cases, products purchased by a customer can have multiple departments tracking the product, like the finance team tracking the renewals of the product or the operations team tracking the maintenance of the product.

    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

    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

    Configuration tasks for customer access management

    Listed are the following key configuration tasks required to set up and manage customer access.
    Task Description
    Customer access management tables and plugins. Add new tables or modify existing tables to enable customer access management.
    Install roles with customer access management. Use different predefined functional and granular roles to establish relationships between users and entities.
    Create a responsibility definition 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 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. Link related party entity responsibilities to responsibility definitions by adding related party configurations to a case.