Create a responsibility definition

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • 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.

    Before you begin

    Role required: One of the following roles:
    • sn_crm_customer_access_management_admin
    • sn_crm_foundation_admin
    • admin

    About this task

    If you’re using the Service Model Foundation feature, you can also create the responsibility definitions to use in customer and consumer relationships. For more information about configuring Service Model Foundation, see Configure Service Model Foundation.

    The Responsibility Definition [sn_customerservice_responsibility_def] table supports domain separation. For more information on domain separation, see Domain separation and Customer Service Management.

    Note:
    Starting with the Vancouver release, the Responsibility Definition [sn_customerservice_responsibility_def] table is reparented to the Application file [sys_metadata] table.

    Procedure

    1. Navigate to All > Customer Service > Administration > Responsibility Definitions.
    2. Select New.
    3. On the form, fill in the fields.
      Table 1. Responsibility Definition form fields
      Field Definition
      Name Name of the responsibility, fr example, account manager.
      Type Type of users to whom the responsibility can be assigned to:
      • User: Select User if this responsibility should be assigned to an employee. When assigning this type, the list of available users comes from the users [sys_users] table.
      • Contact: Select Contact if this responsibility should be assigned to a customer contact. When assigning this role, the list of available users comes from the contact [customer_contact] table.
      • Consumer: Select Consumer if this responsibility should be assigned to a customer contact. When assigning this role, the list of available users comes from the consumer [csm_customer] table.
      • Account: Select Account if this responsibility should be assigned to a customer contact. When assigning this role, the list of available users comes from the account [customer_account] table.
      • None: Select None if this responsibility definition is to be used when creating relationships between consumers.
      Note:
      Only the responsibility definitions with Type set to User can be used in the following Service Model Foundation relationships:
      • Account Team Member
      • Consumer Team Member
      • Household Team Member
      Unique Option that you can select to disable the duplicate entries for the responsibility definition.
      Description Provides a description of the purpose or function of the responsibility definition.
    4. Select Submit.

    What to do next

    Configure access through the responsibility access configuration