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 a team member has the Account Manager responsibility, they can view account details and perform actions on behalf of the account.

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

Administrators can assign a team member to an account using the Account Team Members related list on the Responsibility Definition form. Similarly, customer service managers can assign team members to an account using 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 a 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.
   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).
   Type	Defines the label for the relationship with the selected user. You can select the type from the list of related party configurations. Note: Starting with the Yokohama release, the Type field is added to the Account Team Member form. For more information on how to populate the Type field for existing data, see Populate the Type field in relationship tables using the fix script.
   Responsibility	Role or responsibility selected for this employee.
   Order	Specifies the sequence in which records are displayed, organized according to business preferences.

5. Select Submit.