Contact relationships

Use a contact relationship to add a contact from a different account to either of the accounts in an established 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. These contacts can view information and perform actions on behalf of the accounts, such as creating or updating cases from the customer portal.

When you create a contact relationship, you select a user from the Contact field. This field displays the contacts from:
  • Both accounts in the account relationship
  • All accounts in the account hierarchy

When creating a contact relationship, the responsibilities available for selection are those responsibility definitions created with a type of Contact. An account can have one unique combination of a contact and a responsibility.

Customer service managers can create and delete contact relationships for accounts. Managers and agents can view a list of contact relationships for an account.

Contacts appear in the Contact Relationships related list on the Account form.

Create a contact relationship for an account

Create a contact relationship for an account by selecting a contact and then assigning a responsibility to that contact.

Before you begin

Role required: sn_customerservice_manager or admin

Procedure

  1. Navigate to Customer Service > Customer > Accounts or Partners.
  2. Select an account.
  3. In the Contact Relationships related list, click New.
  4. Fill in the fields on the Contact Relationship form.
    Table 1. Contact Relationship form fields
    Field Definition
    Account The account to which the contact is assigned. This field is automatically filled in.
    Contact The customer contact selected to fulfill the role or responsibility.

    The Contacts list includes contacts from any related partner or account as well as contacts from the account hierarchy.

    Responsibility The role or responsibility selected for this customer contact.
  5. Click Submit.
    The contact name, account, and responsibility are added to the Contact Relationships related list.

Delete a contact relationship for an account

Delete a contact relationship for an account if the relationship is no longer necessary or valid.

Before you begin

Role required: sn_customerservice_manager or admin

Procedure

  1. Navigate to Customer Service > Customer > Accounts or Partners.
  2. Select an account.
  3. Select the tab for the Contact Relationships related list.
  4. Select the check box to the left of the contact relationship.
  5. Select Delete from the Actions dropdown list.
  6. Click Delete on the confirmation pop-up window.

View contact relationships for an account

View a list of the contact relationships that have been created for an account.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

Procedure

  1. Navigate to Customer Service > Customer > Accounts or Partners.
  2. Select an account.
  3. Select the tab for the Contact Relationships related list.