---
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


---

# Consumer relationship for an install base item

# Consumer relationship for an install base item {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Your customer service managers can set up a relationship between two consumers, even if the consumers belong to different households. This relationship can be set up with the Customer Service Management application. An authorized representative can access all the consumer install base items that don't belong to any particular household.

A relationship can be established between two consumers by using the Consumer relationship table \[sn_customer_rel_consumer_to_consumer\]. To create a relationship, see [Create a relationship between two consumers](https://www.servicenow.com/docs/LB5Bysphf_jd5HyAiYCstA "Create a relationship between two consumers, regardless of household.").

Authorized contacts, consumers, accounts, and members all have the Authorized Representative responsibility and can access all the details associated to an install base item. For information on authorized roles and responsibilities,
see [Create related party configurations](https://www.servicenow.com/docs/fJgfQB5vf9~SpJmV4ng8Tg "Related party configurations define the title of a relationship between an entity and an organization or user. These configurations also enable linking related party types with responsibility definitions to grant access as needed.").

After a relationship is created, all the install base items with a consumer-to-consumer relationship are visible to the consumer on the Consumer Service Portal. This relationship between the two consumers restricts all access to the
household install base items to only those two consumers. This relationship also gives consumers additional access to edit and update the information that is related to an install base item.
**Related tasks**   

* [Create related party configurations](https://www.servicenow.com/docs/fJgfQB5vf9~SpJmV4ng8Tg "Related party configurations define the title of a relationship between an entity and an organization or user. These configurations also enable linking related party types with responsibility definitions to grant access as needed.")