---
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


---

# Relationships

# Service Model Foundation relationships {#ariaid-title1}

Release version: Brazil  
Updated September 28, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
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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 Service Model Foundation relationships

The Service Model Foundation feature enables ServiceNow customers to create and manage relationships between users---specifically between internal users (agents) and customers (accounts, households, or consumers), as well as between consumers themselves.
These relationships grant additional access to customer data and cases, facilitating more effective customer service management.
Show full answer Show less  
Relationships are established through defined responsibilities, which control the level of access and the role one user performs on behalf of another.

## Key Features

* **Types of Relationships:**
  * Between internal users and accounts, households, or consumers.
  * Between two consumers, either within the same household or independently.
* **Responsibilities and Access Roles:**
  * **Account Manager:** Links an internal user to an account.
  * **Relationship Manager:** Links an internal user to a household or consumer.
  * **Authorized Representative:** Enables relationships between consumers.

  Note: Internal users in these relationships must have the `relationship agent` role (`sncustomerservice.relationshipagent`).
* **Predefined Relationship Entities:**
  * Account Team Member
  * Consumer Team Member
  * Household Team Member
  * Consumer to Consumer
  * Household Member Relationships
* **Visibility in ServiceNow:** Relationships appear in related lists on forms such as Business Location, Consumer, and Household forms, providing quick access to associated staff and consumer teams.

## Managing Relationships

* Deleting a relationship definition removes all relationships using that definition.
* Deleting a consumer or household automatically deletes all associated relationships.
* If a consumer is no longer a member of a household, their household-related relationships are removed.

## Benefits for ServiceNow Customers

By using Service Model Foundation relationships, customers can efficiently delegate responsibilities and grant controlled access to customer cases and information. This enhances collaboration between internal agents and customers or among consumers themselves, enabling better customer service and case management.  
Create relationships between an agent and a customer or between two consumers that
provide additional access to customer data.
Important:  
Some table and field labels have been changed across recent releases. For a mapping of former labels to current labels, see [Service Model Foundation renamed Entities](https://www.servicenow.com/docs/7jpNjUKLGsbHQINDlxtAdA "The renamed entities display several Service Model Foundation entities that are renamed, including the previous and current names."). 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.
{#csm-data-model-relationships__ul_zlk_kqs_2mb}

Relationships are based on responsibilities, or responsibility definitions. 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 responsibility that is assigned to a
relationship provides access to customer cases and information.

The following relationships are provided with the Service Model Foundation plugins.  
{#csm-data-model-relationships__table_ygc_wsk_jlb__entry__3}

| Relationship | Responsibility used in the relationship | Description |
|-|-|-|
| Account Team Member \[sn_customerservice_team_member\] | Account Manager | Create a relationship between an internal user and an account. Note: The internal user in this relationship must also be assigned the relationship agent role (sn_customerservice.relationship_agent). |
| Consumer Team Member \[sn_customer_rel_consumer_to_user\] | Relationship Manager | Create a relationship between an internal user and a consumer. Note: The internal user in this relationship must also be assigned the relationship agent role (sn_customerservice.relationship_agent). |
| Household Team Member \[sn_customer_rel_household_to_user\] | Relationship Manager | Create a relationship between an internal user and a household. Note: The internal user in this relationship must also be assigned the relationship agent role (sn_customerservice.relationship_agent). |
| Consumer to Consumer \[sn_customer_rel_consumer_to_consumer\] | Authorized Representative | Create a relationship between two consumers, regardless of household. |
| Household Member Relationships \[sn_customer_rel_household_member_relationship\] | Authorized Representative | Create a relationship between two consumers within a household. |
[Table 1. Relationships and Responsibilities for Service Model Foundation plugin]

{#csm-data-model-relationships__table_ygc_wsk_jlb}

## Relationships between internal users and customers {#csm-data-model-relationships__section_rrw_h2s_jlb}

Internal users can have relationships with accounts, consumers, and households. These
relationships provide internal users with additional access to customer cases and
information. An internal user with a relationship to a customer can create and manage cases
on behalf of that customer.  
Relationships are created using responsibilities. Use the following responsibilities to create relationships between internal users and customers:

* Account Manager: Use this responsibility to create a relationship between a staff member and an account.
* Relationship Manager: Use this responsibility to create a relationship between a staff member and a household or a consumer.
{#csm-data-model-relationships__ul_xw4_gpp_dmb}  
Relationships that you create are added to the following related lists:

* Account Staff Relationships on the Business Location form
* Consumer Staff Relationships on the Business Location form
* Household Staff Relationships on the Business Location form
* Account Team on the Consumer form
* Consumer Team on the Consumer form
* Household Team on the Household form
{#csm-data-model-relationships__ul_k4h_vrp_dmb}

## Relationships between consumers {#csm-data-model-relationships__section_xqp_g5s_2mb}

Consumers can have relationships with other consumers. These relationships enable consumers
to view and manage cases and information on behalf of other consumers.  
Relationships are created using responsibilities. Use the Authorized Representative responsibility to create relationships between consumers. With this responsibility, you can:

* Create a relationship between two consumers, regardless of household.
* Create a relationship between two consumers within a household.
{#csm-data-model-relationships__ul_wvw_zgp_fmb}  
Relationships that you create are added to the following related lists:

* Member Relationships on the Household form
* Consumer Relationships on the Consumer form
{#csm-data-model-relationships__ul_cw4_mjp_fmb}

## Deleting relationships {#csm-data-model-relationships__section_pwq_gkp_fmb}

When a relationship definition is deleted, all the relationships that use the definition are also deleted.

When a consumer is deleted, all the relationships to which the consumer belonged are also deleted.

When a household is deleted, all the relationships created for the household are also deleted.

When a consumer stops being a current member of a household, all the relationships created for the consumer within the household are also deleted.