Service Model Foundation relationships

Release version: Australia

Updated March 12, 2026

2 minutes to read

Summarize

Summarized using AI

Summary of Service Model Foundation Relationships

The Service Model Foundation feature allows you to establish relationships that enhance access to customer data between agents and customers, or among consumers. These relationships can be created between internal users and accounts, households, or other consumers, and are defined by specific responsibilities that grant access to customer cases and information.

Show full answer Show less

Key Features

Internal User Relationships: Relationships can be formed between internal users and accounts, consumers, or households using specific responsibilities:
- Account Team Member: Connects an internal user to an account.
- Consumer Team Member: Links an internal user to a consumer.
- Household Team Member: Associates an internal user with a household.
Consumer Relationships: Consumers can create relationships with each other to manage cases and information:
- Consumer to Consumer: For relationships regardless of household.
- Household Member Relationships: For relationships between consumers within the same household.
Access Control: Internal users with established relationships can create and manage customer cases on behalf of customers.

Key Outcomes

By utilizing the Service Model Foundation relationships, you can efficiently manage customer access and case handling. All created relationships are reflected in relevant related lists, ensuring organized oversight. Deleting a relationship definition will remove all associated relationships, maintaining data integrity and relevance.

Create relationships between an agent and a customer or between two consumers that provide additional access to customer data.

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.

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.

Table 1. Relationships and Responsibilities for Service Model Foundation plugin
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.

Relationships between internal users and customers

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.

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

Relationships between consumers

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.

Relationships that you create are added to the following related lists:

Member Relationships on the Household form
Consumer Relationships on the Consumer form

Deleting relationships

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.