Service Model Foundation relationships

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Service Model Foundation relationships

    The Service Model Foundation feature allows ServiceNow customers to create and manage relationships that provide additional access to customer data. These relationships link users such as internal agents and consumers or connect consumers with each other, enabling enhanced collaboration and case management on behalf of customers.

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    Key Features

    • Types of Relationships:
      • Between an internal user and an account, household, or consumer.
      • Between two consumers, either within or outside a household.
    • Responsibilities:
      • Each relationship is defined by a responsibility that grants access to customer cases and information.
      • For internal users, responsibilities include Account Manager (for accounts) and Relationship Manager (for households and consumers).
      • For consumer-to-consumer relationships, the Authorized Representative responsibility is used.
    • Role Requirements:
      • Internal users involved in relationships must have the sncustomerservice.relationshipagent role assigned.
    • Provided Relationship Types:
      • Account Team Member: Links internal user to an account.
      • Consumer Team Member: Links internal user to a consumer.
      • Household Team Member: Links internal user to a household.
      • Consumer to Consumer: Links two consumers across households.
      • Household Member Relationships: Links consumers within the same household.
    • Related Lists:
      • Relationships appear on forms such as Business Location, Consumer, and Household to provide visibility and management of these links.

    Managing Relationships

    • Internal users with relationships can create and manage cases on behalf of customers.
    • Deleting a relationship definition deletes all associated relationships using that definition.
    • Deleting a consumer or household removes all related relationships automatically.
    • Removing a consumer from a household deletes their household relationships accordingly.

    Benefits for ServiceNow Customers

    By leveraging Service Model Foundation relationships, ServiceNow customers can streamline service delivery by empowering internal agents and consumers to collaborate effectively. This setup ensures appropriate data access through defined responsibilities, improves case management efficiency, and maintains data integrity through automated cleanup of relationships when entities are deleted or changed.

    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. .