Configuring a contact relationship

You can configure a contact relationship to establish a relationship between an account and a contact in the Customer Service Management (CSM) application.

Configuring the contacts to be associated with an account

When you create a contact relationship, you select a user from the Contact field. This field displays the contacts from:

• All accounts in the account relationship
• All accounts in the account hierarchy
• All accounts, if the sn_customerservice.contact_relationship.restrict_within_account_hierarchy system property is set to false. However, when the sn_customerservice.contact_relationship.restrict_within_account_hierarchy system property is set to true, only the contacts within the account hierarchy and account relationship are displayed.
  Note:

  By default, the sn_customerservice.contact_relationship.restrict_within_account_hierarchy system property is set to true.

If you're a customer service manager (sn_customerservice_manager), CRM foundation admin (sn_crm_foundation_admin), CRM foundation data manager (sn_crm_foundation_data_manager), or an Account relationship data manager (sn_crm_account_relationship_data_manager), you can create, update, delete, and view the list of contact relationships for an account. If you're a customer service manager (sn_customerservice_manager), customer service agent (sn_customerservice_agent), CRM foundation data viewer, (sn_crm_account_relationship_viewer), or and Account relationship viewer (sn_crm_foundation_data_viewer), you can view a list of the contact relationships for an account.

When you select a responsibility for the contact, the responsibilities that are available are those responsibility definitions that are created with a type of Contact.

Note:

A contact can only be assigned with one responsibility per account.

Configuring multiple contact relationships per account for a contact

Before the Vancouver release, configuring multiple contact relationships for a contact with an account wasn’t enabled. The database-level unique index company_contact can be turned off only by the administrators.

Starting with the Vancouver release, the Customer Service Management (CSM) application replaced the unique index and introduced the Prevent duplicate for account-contact business rule. This business rule enables administrators to disable the restriction of a unique index combination in the contact relationship by setting the Active flag to False. As a result, an administrator can assign multiple responsibilities per account for a contact.