Create relationships
Use relationships to provide internal and external users with additional access to customer data.
Before you begin
Role required: admin
About this task
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 responsibility definitions. These definitions describe a role or a function that supports a customer. 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 Service Model Foundation plugins provide:
- Relationships that you can create between users.
- Responsibility definitions that you can assign to a user in a relationship.
| Responsibility | Used in relationship | Description |
|---|---|---|
| Account Manager | Account Team Member | Use the Account Manager responsibility to create a relationship between an internal user and an account. With this relationship, the internal user can: - Create and manage cases for their accounts. - View account information, including the related entities for an account. - Create and manage contacts and additional addresses for their accounts. |
| Relationship Manager | - Consumer Team Member - Household Team Member | Use the Relationship Manager responsibility to create a relationship between:- An internal user and a consumer. - An internal user and a household. With this relationship, the internal user can do the following: - For a consumer: - Create and manage cases for the consumer. - View household information, including the related entities for that consumer. - For a household: - Create and manage cases for the household. - View household information, including the related entities for that household. - Create and manage household members. |
| Authorized Representative | - Consumer to Consumer Relationship - Household Member Relationship | Use the Authorized Representative responsibility to create a relationship between two consumers, regardless of household, or between two consumers within the same household.With this relationship, a consumer can: - Create and manage cases for another consumer. - View the information of another consumer. - View the install base information of another consumer and create cases for: - Sold products - Install base items |
Procedure
Navigate to All > Customer Service > Customer Relationships.
Select the desired relationship.
| Account Team Members | Create a relationship between an internal user and an account. |
| Consumer Team Members | Create a relationship between an internal user and a consumer. |
| Household Team Members | Create a relationship between an internal user and a household. |
| Consumer Relationships | Create a relationship between two consumers, regardless of household. |
| Household Relationships | Create a relationship between two consumers within a household. |
From the selected relationship list, select New.
Fill in the following fields for the selected relationship.
| Form | Fields |
|---|---|
| Account Team Member |
|
| Consumer Team Member |
|
| Household Team Member |
|
| Consumer to Consumer Relationship |
|
| Household Member Relationship |
|
Select Submit.
The relationship is added to the relationship list.
Account, Consumer, and Household Team Member relationships are also added to the corresponding related lists on the Business Location form.
- Account Staff Relationships
- Consumer Staff Relationships
Household Staff Relationships Consumer to Consumer and Household Member relationships are added to the following related lists:
Household form > Member Relationships
- Consumer form > Consumer Relationships
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