Set up customer relationships

The Customer Service Management application provides the ability to establish different types of relationships between partners, customers, and contacts.

These relationships make account and asset management easy and flexible. The following types of customer service relationships are available.

Table 1. Customer service relationships
Relationship Description Benefit
Bi-directional account relationship Create a relationship between two customer accounts or between a partner account and a customer account. An account relationship allows partner account contacts with the partner role or the partner administrator role to create and manage cases for their partner account.
Account hierarchy Create a parent-child relationship between accounts. An account hierarchy allows an account contact with the customer administrator role to manage the child accounts.
Contact relationship Add a contact from a third account to either of the accounts in an account relationship. A contact relationship allows a contact with the customer role or customer administrator role to manage the account for which the contact relationship has been established.