Assign a team member to an account

Assign a team member to an account by selecting an employee and their role or responsibility in the Customer Service Management (CSM) application. When you assign a team member to an account with account manager responsibility, they can view the information and perform actions on behalf of the accounts, such as creating or updating cases from the customer portal.

Before you begin

Role required: sn_customerservice_manager or admin

Note:

CSM Contributor User (com.snc.csm_contributor_user) plugin must be installed.

About this task

If you're the system administrator, you can assign a team member to an account from the Account Team Members related list on the Responsibility Definition form.

If you're the customer service manager, you can assign a team member to an account from the Account Team Members related list on the account or partner record.

Procedure

1. Navigate to All > Customer Service > Customer > Accounts or Partners.
2. Select an account.
3. From the Account Team Members related list, select New.
   The account team member must have sn_customerservice.relationship_contributor role.
4. On the form, fill in the fields.

   Table 1. Account Team Member form fields

   Field	Definition
   Account	Account that the user is assigned to. If you're assigning a user from an account or partner record, this field is automatically filled in. If not, you can select an account from the Accounts list.
   Responsibility	Role or responsibility selected for this employee.
   User	Employee selected to fulfill the role or responsibility. Note: Starting with the Vancouver release, the Service Organization External Staff [sn_csm_service_organization_external_staff] can be added as Account Relationship Managers through Account Team Members (Account Staff Relationships).

5. Select Submit.