---
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


---

# Responsibilities

# Service Model Foundation responsibilities {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
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## Summary of Service Model Foundation responsibilities

Service Model Foundation responsibilities define roles or functions that support customers by establishing relationships between agents and customers or between consumers.
Assigning a responsibility to a relationship grants access to customer cases and information, facilitating effective customer service management.
Show full answer Show less  

## Key Features

* **Predefined Responsibility Definitions:** The Service Model Foundation includes built-in responsibility definitions for relationships between agents and accounts, households, or consumers, as well as between consumers themselves.
* **Customization:** Customers can modify existing responsibility definitions or create new ones to align with specific business needs. However, any changes require corresponding updates to access control lists (ACLs) to maintain proper security and access.
* **Responsibility Storage:** Responsibility definitions are stored in the *Responsibility Definition \[sncustomerserviceresponsibilitydef\]* table.
* **Unique Responsibility Definitions:** Responsibilities can be marked as unique, meaning they are assigned to only one user per entity (such as an account, household, or consumer). For example, an account can have only one Account Manager, but a user with that responsibility can manage multiple accounts.
* **Tables Enforcing Unique Responsibilities:** Unique responsibilities are enforced when assigned through the Account Team Member, Consumer Team Member, and Household Team Member tables.

## Practical Use and Considerations

* Use responsibility definitions to control and manage access to customer cases and information through defined roles.
* Evaluate existing account manager responsibility definitions provided by Service Model Foundation before creating custom ones to avoid redundancy.
* Responsibility definitions and their uniqueness constraints enhance organizational clarity by ensuring singular points of contact such as Relationship Managers or Account Managers per entity.
* Unique responsibility constraints are not enforced for relationships between consumers or household members, allowing flexibility in those contexts.
* The feature to create and use responsibility definitions is available in releases before Paris, enabling customers to build account teams and manage roles via specific tables.  
A responsibility, or responsibility definition, describes a role or a function that
supports a customer. Use responsibility definitions to create relationships between an agent and
a customer or between two consumers.
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.  
Service Model Foundation includes responsibility definitions that you can use to create relationships:

* Between agents and accounts, households, or consumers.
* Between two consumers.
{#csm-data-model-responsibilities__ul_mkb_r1d_gmb}  
The following responsibilities are provided with the Service Model Foundation plugins.  
Note:  
Responsibilities are stored in the Responsibility Definition \[sn_customerservice_responsibility_def\] table.

For the list of responsibilities included in the base system, see [List of responsibilities provided with the base system](https://www.servicenow.com/docs/f~wnYvsdKw5fpCueEyeDIg "List of responsibilities that are provided with the base system."). To create a responsibility, see [Create a responsibility definition](https://www.servicenow.com/docs/flLRqb9dtEkmwvGB4rR_BA "A responsibility, or responsibility definition, specifies the role or function a user has within an entity, determining access through relationships. When creating a relationship, users are assigned specific responsibilities that grant access to the entity and its related entities.").

## Customizing responsibility definitions {#csm-data-model-responsibilities__section_ecq_npj_gmb}

You can use the responsibility definitions provided with Service Model Foundation plugins. You can also modify these definitions or create your own definitions to meet your business requirements.  
Note:  
If you modify the existing definitions or create definitions, you must update access control lists (ACLs) to reflect the changes.  
If you have an existing account manager responsibility definition, you must evaluate the functionality of the account manager responsibility definition provided with the Service Model Foundation plugins.  
Note:  
Creating and using responsibility definitions is a feature available in releases before Paris. Customers can create responsibility definitions using the Responsibility Definition (sn_customerservice_responsibility_def) table and use those definitions to create account teams using the Account Team Member (sn_customerservice_team_member) table. For more information, see [Create account teams](https://www.servicenow.com/docs/kAdKXTn5fAIUkJIQPM2NnA "Create an account team member that is made up of both employees and customer contacts, fulfilling the jobs or roles for a particular account within the Customer Service Management (CSM) application. By defining responsibilities or roles for your team and customer contacts, you confirm that your account team has the functions needed to support customer accounts.").

## Create a unique responsibility definition {#csm-data-model-responsibilities__section_nm5_2pl_jlb}

A responsibility definition can be unique, meaning that the responsibility can only be assigned to one user. To make a responsibility definition unique:

1. Navigate to Customer ServiceAdministrationResponsibility Definitions.
2. Select a responsibility definition.
3. Enable the Unique check box on the Responsibility Definition form.
4. Select Update.
{#csm-data-model-responsibilities__ol_mmt_vns_2mb}  
When creating or updating records in the following tables, the system checks for and enforces unique responsibilities.

* Household Team Member \[sn_customer_rel_household_to_user\]
* Consumer Team Member \[sn_customer_rel_consumer_to_user\]
* Account Team Member \[sn_customerservice_team_member\]
{#csm-data-model-responsibilities__ul_vvl_4pl_jlb}

For example, the following table describes the table type, an associated responsibility and the applied unique behavior.  
{#csm-data-model-responsibilities__table_r3g_dyr_jlb__entry__3}

| Table | Responsibility Example | Unique behavior |
|-|-|-|
| Account Team Member | Account Manager | An account can have only one account manager but a user with the Account Manager responsibility can manage multiple accounts. |
| Consumer Team Member | Relationship Manager | A consumer can have only one Relationship Manager but a user with the Relationship Manager responsibility can manage multiple consumers. |
| Household Team Member | Relationship Manager | A household can have only one Relationship Manager but a user with the Relationship Manager responsibility can manage multiple households. |
|   | Org Hierarchy Contributor | Creates and tracks cases but can't fulfill. |
|   | Org Hierarchy Agent | Fulfills and resolves business-customer cases |
|   | Org Hierarchy Consumer Agent | Fulfills and resolves consumer cases. |
[Table 1. Unique responsibility definition]

{#csm-data-model-responsibilities__table_r3g_dyr_jlb}  
Note:  
The unique behavior of a responsibility definition isn't enforced when the responsibility is used for relationships between consumers or household members.

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