Service Model Foundation relationships

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Service Model Foundation relationships

    The Service Model Foundation feature allows you to create relationships between various users, enhancing access to customer data. These relationships can be established between internal users and accounts, households, or consumers, as well as between two consumers, based on defined responsibilities.

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    Key Features

    • Relationships: Create relationships between internal users and accounts, households, or consumers, and between two consumers.
    • Responsibilities: Assign responsibilities that dictate the access level and capabilities of the relationships, such as managing cases on behalf of customers.
    • Types of Relationships:
      • Account Team Member: Internal user to account.
      • Consumer Team Member: Internal user to consumer.
      • Household Team Member: Internal user to household.
      • Consumer to Consumer: Between two consumers.
      • Household Member Relationships: Between consumers within a household.
    • Internal User Access: Internal users can manage cases for customers through established relationships.
    • Related Lists: Relationships are displayed in relevant related lists for easy management.

    Key Outcomes

    By utilizing the Service Model Foundation relationships, ServiceNow customers can efficiently manage customer cases and information, streamline interactions, and enhance collaborative efforts between users. Deleting relationship definitions or users will also remove corresponding relationships, ensuring data integrity. This functionality is crucial for maintaining organized and effective customer service operations.

    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 of the relationships that use the definition are also deleted.

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

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

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