---
sourceDocument: Zurich Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Account address access for contacts

# Account address access for contacts {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

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## Summary of Account address access for contacts

This feature enables contacts and related roles in ServiceNow to access addresses linked to their associated customer accounts.
It allows them to view and select account-related addresses and the corresponding location records, improving visibility and management of account locations.
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The **Account Addresses** table (`accountaddressrelationship`) acts as a bridge between accounts and locations, supporting multiple locations per account and address reuse across accounts through shared references.

## Key Features

* **Extended access for external roles:** Contacts and roles such as Contact, Contact Admin, Customer Case Manager, Customer Account Admin, Partner, Partner Admin, Contact Manager (internal), and roles inheriting the Contact role now have access to associated account addresses and locations.
* **Multiple access paths:** Contacts can access accounts and their addresses through direct association, customer relationships, or assigned roles and ACL permissions.
* **Account relationship types enabling access:**
  * **My Account:** Direct one-to-one relationship between a contact and their assigned account, including access across parent-child account hierarchies.
  * **Account Hierarchy:** Access inherited through parent-child account relationships, allowing contacts linked to parent accounts to manage child account addresses and locations.
  * **Account Relationship:** Formal associations between accounts (non-hierarchical), enabling contacts from one account (e.g., a partner) to access addresses of the associated customer account.
  * **Contact Relationship:** When a contact is linked to multiple accounts they do not directly belong to, facilitating access for contacts like external service providers working across several organizations.

## Key Outcomes

* Contacts and designated roles can efficiently view and manage account-related addresses and locations within their scope of access.
* Improved collaboration and case management across parent and child accounts, partner accounts, and contacts working with multiple customers.
* Streamlined address management by reusing address records across multiple accounts through shared references.  
Enable contacts and similar roles to access addresses linked to their accounts. This access enables them to view and select account-related addresses and the corresponding location records tied to those accounts.

## Account Address overview {#account-address-access-for-contacts__section_ltt_l1l_yfc}

Account Addresses \[account_address_relationship\] table acts as a bridge between accounts and locations, enabling you to associate multiple locations with a single account. They also enable the reuse of the same address record across
multiple accounts using shared references.

## Accessible Accounts overview {#account-address-access-for-contacts__section_ffh_bzk_yfc}

Accessible accounts are customer accounts that a contact can access based on their role and access configuration. Contacts can access their accounts through:

* Direct association with accounts
* Association to the accounts through customer relationships
* Assigned roles or access control list (ACL) permissions
{#account-address-access-for-contacts__ul_vyn_fzk_yfc}  
This feature extends account address and location access to external roles such as:

* Contact \[sn_customerservice.customer\]
* Contact Admin \[sn_customerservice.customer_admin\]
* Customer Case Manager \[sn_customerservice.customer_case_manager\]
* Customer Account Admin \[customer_account_admin\]
* Partner \[sn_customerservice.partner\]
* Partner Admin \[sn_customerservice.partner_admin\]
* Contact Manager (internal) \[sn_customerservice.contact_manager\]
* Roles that inherit the Contact \[sn_customerservice.customer\] role
{#account-address-access-for-contacts__ul_jty_bql_yfc}Each of these external roles already has access to their associated accounts. However, they didn't previously have access to the associated account addresses and locations. With this enhancement, they can access the related account addresses and location records for those accounts.

## Contact access to account-related addresses {#account-address-access-for-contacts__section_evp_l2m_yfc}

Contacts can access account addresses and corresponding location records through different types of account relationships. These relationships determine which accounts and addresses they can view or interact with.

* My Account: It's a direct, one-to-one relationship between the contact and it's assigned account. For example, a service provider is added as a contact under the parent account. Through the parent-child hierarchy, they can view and manage cases, addresses, and locations across child accounts in different regions.
* Other Accessible Accounts: They're additional accounts that contacts can access indirectly, through one of the following relationships:
  * Account Hierarchy: Access is inherited through parent-child account relationships. If a contact is associated with the parent account, they might automatically access the child accounts. For example, a global IT manager associated with the parent account can view and manage cases, addresses, and location records from regional teams under child accounts.
  * Account Relationship: Access is granted through formal associations between two customer accounts that aren't part of a hierarchy, and can be unidirectional or bidirectional. For example, a partner account managing support for products from another organization. Through this relationship, contacts from the partner account can access the addresses of the associated customer account.
  * Contact Relationship: Access is granted when a contact is linked to another customer account they don't belong to directly. This relationship is commonly used where a contact works across multiple accounts, such as an external service provider. For example, a consultant working with three client organizations can access the associated addresses and locations of all three accounts.
  {#account-address-access-for-contacts__ul_v1g_gpl_yfc}
{#account-address-access-for-contacts__ul_rqb_z4l_yfc}