---
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 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 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 case management capabilities based on defined responsibilities.
Show full answer Show less  

## Key Features

* **Relationship Types:**
  * Internal user to account (Account Team Member)
  * Internal user to consumer (Consumer Team Member)
  * Internal user to household (Household Team Member)
  * Consumer to consumer (Consumer to Consumer)
  * Consumer to consumer within a household (Household Member Relationships)
* **Responsibilities:** Relationships are defined by responsibilities that assign access rights:
  * **Account Manager:** Links internal users to accounts
  * **Relationship Manager:** Links internal users to consumers or households
  * **Authorized Representative:** Links one consumer to another, enabling cross-consumer case and information management
* **Access Control:** Internal users assigned these relationships and the associated `sncustomerservice.relationshipagent` role gain enhanced access to customer cases and information, allowing them to create and manage cases on behalf of customers.
* **Relationship Management:** Created relationships appear in relevant related lists on Business Location, Consumer, and Household forms, facilitating easy visibility and management.
* **Data Integrity:** Deleting a relationship definition, consumer, or household automatically removes all dependent relationships to maintain data consistency.

## Practical Benefits for ServiceNow Customers

* Enable internal agents to act on behalf of customers or groups, improving support efficiency and customer service.
* Allow consumers to authorize representatives to manage cases and data, supporting customer delegation scenarios.
* Maintain clear and consistent relationship data that automatically updates or deletes associated relationships when entities change.
* Use responsibility definitions to control and customize access rights effectively within your customer service operations.  
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 dispaly 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.