Set up customer information An overview of the tasks involved in setting up customer information. Before you beginRole required: admin Procedure Set up associated entities. The customer service case is the primary entity of the Customer Service Management application and is used to track and resolve customer questions or issues. Customer information is linked to a case using associated entities such as accounts, assets, and service contracts. This provides the customer service agent with easy access to the information necessary to resolve customer issues. Create an account. Create a contact. Create a service contract. Create an entitlement. Associate an entitlement with an entity. Create an asset. Create a product model. Define an SLA. Create a consumer record. Set up customer relationships. You can establish different types of customer relationships to make account and asset management easy and flexible. Use a bi-directional account relationship to establish a relationship between two accounts. Create an account relationship type. Create an account relationship record based on an account relationship type. Use a hierarchical account relationship to create a parent-child relationship between two or more accounts. Create an account hierarchy. Use a contact relationship to add a contact from a third account to either of the accounts in an established account relationship. Create a contact relationship. Set up account teams. Create teams to support customer accounts by creating specific support roles and then assigning employees to those roles. Create a responsibility definition. Assign a team member to an account. Set up asset contact relationships. To limit access to an asset, create an asset contact relationship and assign the asset to one or more customer contacts. Then enable the associated property to restrict access to the asset information to the assigned contacts. Assign a primary contact to an asset Assign additional contacts to an asset. Enable the asset contact relationship property. Note: The customer administrator can also assign a contact to an asset from the customer portal. Set up associated entitiesThe Customer Service Management application uses several associated entities, or reference entities, to link customer information with a customer service case. Set up customer relationshipsThe Customer Service Management application provides the ability to establish different types of relationships between partners, customers, and contacts. Set up account teamsAccount teams are made up of employees who fulfill specific jobs or roles for a particular account. Set up asset contact relationshipsAssign an asset to a customer contact who is responsible for managing that asset.