Account relationship records

Once an account relationship type has been defined, users with the customer service manager role can use it to create relationship records between specific accounts or partners.

An account relationship record includes the following information:
  • A source account, selected in the Account From field.
  • A target account, selected in the Account To field.
  • The account relationship type that this relationship record is based on.
  • The relationship and the reverse relationship of the selected accounts.
Once a relationship record has been created, you can see the relationship from either account:
  • The relationship (Account From > Account To) appears in the Account Relationships related list on the source account record.
  • The reverse relationship (Account To > Account From) appears in the Account Relationships related list on the target account record.
Select the account relationship record from either account to see the Account Relationship form.
Figure 1. Account Relationship form
Account Relationship form

The system administrator and the customer service manager can create and delete account relationship records as well as view all relationship records based on a specific account relationship type.

When a relationship is deleted, the reverse relationship is also deleted.

View account relationship records

View the account relationship records that use a specific account relationship type.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

About this task

This information appears as a related list on the Account Relationship Type form. This list shows the source account (Account From field) and the target account (Account To field) for each account relationship record.

Procedure

  1. Navigate to Customer Service > Administration > Account Relationship Types.
  2. From the Account Relationship Types related list, select a relationship type.
    The account relationship records that use the selected account relationship type appear in the Account Relationships related list.

Create an account relationship record

Create an account relationship record by selecting the account relationship type and then selecting the accounts.

Before you begin

Role required: sn_customerservice_manager or admin

About this task

The system administrator can create a relationship record for an account from the Account Relationships related list on the Account Relationship Type form.

The customer service manager and the system administrator can create a relationship record for an account from the Account Relationships related list on the account or partner record.

Procedure

  1. Navigate to Customer Service > Customer > Accounts or Partners.
  2. Select an account.
  3. From the Account Relationships related list, click New.
  4. Fill in the fields on the Account Relationship form.
    Table 1. Account Relationship form fields
    Field Definition
    Account From The source account for this relationship. If you are creating the relationship from an account or partner record, this field is automatically filled in; otherwise, make a selection from the Accounts list.
    Relationship Type Select the account relationship type for this record. If you are creating the record from an Account Relationship Type form, this field is automatically filled in. Otherwise, make a selection from the Account Relationship Types list, which shows all active account relationship types.
    Account To The target account for this relationship.
  5. Click Submit.
    Once a relationship record has been created, it appears in two places:
    • The relationship appears in the Account Relationships related list on the source account record.
    • The reverse relationship appears in the Account Relationships related list on the target account record.

Delete an account relationship record

Deleting a relationship record for an account also deletes the reverse relationship record.

Before you begin

Role required: sn_customerservice_manager or admin

About this task

The system administrator can delete a relationship record for an account from the Account Relationships related list on the Account Relationship Type form.
The customer service manager and the system administrator can delete a relationship record for an account from the Account Relationships related list on the account or partner record.
Note: Deleting a relationship record does not have any impact on customer service cases that refer to the relationship record.

Procedure

  1. Navigate to Customer Service > Customer > Accounts or Partners.
  2. Select an account.
  3. From the Account Relationships related list, select the relationship record.
  4. Click Delete.
  5. Click Delete again in the confirmation pop-up window.