{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":6639,"path":"customer-service-management/customer-service-management-roles.md","title":"Customer Service Management roles","bundle":null,"doc_type":null,"release":"australia","body":"\n# Customer Service Management roles\n\nThe Customer Service Management \\(CSM\\) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.\n\nCustomer Service Management provides several primary roles that support the following business models:\n\n-   Business-to-business \\(B2B\\): With this business model, you can support accounts and contacts. Additionally, you can create relationships and account teams to support your customers.\n-   Business-to-consumer \\(B2C\\): With this business model, you can support individual consumers.\n\nThese roles ensure access to data while maintaining data security for different types of business relationships.\n\nBesides the Base and Primary roles \\(that are based on the Base roles\\), there are Explicit roles as well. You may have business requirements that can vary how you use the roles. The Explicit roles in CSM feature lets you assign both internal and external roles to external users. It is important to regularly review user role assignments to ensure that they are set according to your business requirements.\n\nFor more information about reviewing and updating user role assignments, see:\n\n-   [KB0829930](https://support.servicenow.com/kb_view.do?sysparm_article=KB0829930)\n-   [Fix external user role assignments](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/fixing-external-role-assignment.md)\n\nTo learn more about managing Customer Service Management roles, see [Components installed with CSM workspaces](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/installed-with-cust-serv-workspace.md) and [Components installed with additional plugins for Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/inst-wi-cust-serv-addtl-plugins.md).\n\n**Parent Topic:**[Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/c_CustomerServiceManagement.md)\n\n## Service management agent \\[sn\\_esm\\_agent\\]\n\nUse this Base role to access all features available within Customer Service Management. This role is available and installed with the Customer Service Base Entities plugin.\n\n### Contains Roles\n\nList of roles contained within the role.\n\n-   assignment\\_workbench\n-   wm\\_read\n-   cmdb\\_read\n-   agent\\_schedule\\_user\n-   interaction\\_agent\n-   sn\\_publications\\_recipients\\_list\\_user\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nAll users.\n\n### Special considerations\n\nFor more information see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n## Service management partner \\[sn\\_esm\\_partner\\]\n\nUse this Base role to access all features available within Customer Service Management. This role is available and installed with the Customer Service Base Entities plugin.\n\n### Contains Roles\n\nList of roles contained within the role.\n\nsn\\_esm\\_user\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nAll users.\n\n### Special considerations\n\nFor more information see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n## Service management user admin \\[sn\\_esm\\_user\\_admin\\]\n\nUse this Base role to access all features available within Customer Service Management. This role is available and installed with the Customer Service Base Entities plugin.\n\n### Contains Roles\n\nList of roles contained within the role.\n\nsn\\_esm\\_user\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nAll users.\n\n### Special considerations\n\nFor more information see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n## Service management admin \\[sn\\_esm\\_admin\\]\n\nUse this Base role to access all features available within Customer Service Management. This role is available and installed with the Customer Service Base Entities plugin.\n\n### Contains Roles\n\nList of roles contained within the role.\n\nNone.\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nAll users.\n\n### Special considerations\n\nFor more information see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n## Service management user \\[sn\\_esm\\_user\\]\n\nUse this Base role to access all features available within Customer Service Management. This role is available and installed with the Customer Service Base Entities plugin.\n\n### Contains Roles\n\nList of roles contained within the role.\n\n-   snc\\_external\n-   sn\\_apptmnt\\_booking.appointment\\_booking\\_user\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nAll users.\n\n### Special considerations\n\nFor more information see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n## Service management partner admin \\[sn\\_esm\\_partner\\_admin\\]\n\nUse this Base role to access all features available within Customer Service Management. This role is available and installed with the Customer Service Base Entities plugin.\n\n### Contains Roles\n\nList of roles contained within the role.\n\n-   sn\\_esm\\_user\\_admin\n-   sn\\_esm\\_admin\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nAll users.\n\n### Special considerations\n\nFor more information see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n## Role for REST APIs related to CSM web services \\[csm\\_ws\\_integration\\]\n\nUse this Base role to access all features available within Customer Service Management. This role is available and installed with the Customer Service Base Entities plugin.\n\n### Contains Roles\n\nList of roles contained within the role.\n\nsnc\\_internal\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nAll users.\n\n### Special considerations\n\nFor more information see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n## Customer service agent \\[sn\\_customerservice\\_agent\\]\n\nUse this role to create cases, view and edit cases, and work with customers and subject matter experts to resolve cases. This role helps agents assist customers and partners with questions, issues, and problems.\n\n### Contains Roles\n\nList of roles contained within the role.\n\n-   knowledge\n-   chat\\_admin\n-   sn\\_customerservice.deescalation\\_requester\n-   timecard\\_user\n-   template\\_editor\n-   sn\\_esm\\_agent\n\n    **Note:** This role contains the cmdb\\_read role.\n\n-   sn\\_shn.editor\n-   domain\\_expand\\_scope\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nCustomer service agents.\n\n### Special considerations\n\n**Note:** A customer service agent typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.\n\nFor more information see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n## Customer service manager \\[sn\\_customerservice\\_manager\\]\n\nUse this role with the additional responsibility for managing agents or agent groups and overriding agent actions. A customer service agent can also use this role with the additional capability of this role.\n\n### Contains Roles\n\nList of roles contained within the role.\n\n-   sn\\_customerservice\\_agent\n-   timecard\\_manager\n-   timecard\\_approver\n-   skill\\_admin\n-   sn\\_app\\_cs\\_social\\_social\\_profile\\_user\n-   sam\n-   sn\\_customerservice.consumer\\_agent\n-   asset\n-   sn\\_shn.admin\n-   sn\\_publications.approver\n-   contract\\_manager\n-   sn\\_app\\_cs\\_social\\_log\\_user\n-   awa\\_manager\n-   sn\\_majorissue\\_mgt.major\\_issue\\_manager\n-   email\\_client\\_quick\\_message\\_author\n-   workspace\\_admin\n-   skill\\_model\\_user\n-   sn\\_templated\\_snip.template\\_snippet\\_writer\n-   approver\\_user\n\n    **Note:** For customers upgrading to Xanadu, the approver\\_user role replaces the approval\\_admin role. Users with the customer service manager role can approve the approval requests that are assigned to them.\n\n-   notify\\_view\n\n    **Note:** The notify\\_view role is added to the sn\\_customerservice\\_manager role only when the Chat Zoom Connector application is installed.\n\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nCustomer service managers, and Customer service agents with the additional responsibility for managing agents or agent groups and overriding agent actions.\n\n### Special considerations\n\nFor more information see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n## Consumer service agent \\[sn\\_customerservice.consumer\\_agent\\]\n\nUse this role to create cases, view and edit cases, and work with customers and subject matter experts to resolve cases. This role helps agents assist consumers with questions, issues, and problems.\n\n### Contains Roles\n\nList of roles contained within the role.\n\n-   sn\\_esm\\_agent\n-   chat\\_admin\n-   sn\\_shn.editor\n-   template\\_editor\n-   knowledge\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nAll consumer service agents.\n\n### Special considerations\n\n**Note:** A consumer service agent typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.\n\nFor more information see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n## Customer \\[sn\\_customerservice.customer\\]\n\nAssign this role to customers for researching questions, issues, or problems. Customers can create cases, and view and edit existing cases. They can also view a list of assets belonging to their accounts.\n\n### Contains Roles\n\nList of roles contained within the role.\n\n-   sn\\_esm\\_user\n-   snc\\_external\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nAll users with customer roles and access to a list of assets belonging to their accounts.\n\n### Special considerations\n\nFor more information see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n## Customer administrator \\[sn\\_customerservice.customer\\_admin\\]\n\nUse this Administrator role for a customer account. This user has access to data within the account.\n\n### Contains Roles\n\nList of roles contained within the role.\n\n-   sn\\_customerservice.customer\n-   sn\\_esm\\_user\\_admin\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nAll users with an administrator role for a customer account.\n\n### Special considerations\n\nFor more information see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n## Customer case manager \\[sn\\_customerservice.customer\\_case\\_manager\\]\n\nAssign this Customer role for managing the cases in an account and any related child accounts.\n\n### Contains Roles\n\nList of roles contained within the role.\n\nsn\\_customerservice.customer\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nAll users with a case manager role for a customer account.\n\n### Special considerations\n\nThe customer case manager role includes the privileges of the customer role and adds the following privileges:\n\n-   Create a case on behalf of another contact in the account.\n-   View a list of cases belonging to the account.\n-   Edit cases belonging to the account.\n\n**Note:** The customer case manager role is not automatically added to the sn\\_customerservice.contact\\_role\\_assignment system property. To expose this role to customer and partner administrators, navigate to **Customer Service** > **Administration** > **Properties** and add it to this property.\n\nFor more information see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n## Partner \\[sn\\_customerservice.partner\\]\n\nAssign this role to create a case for the partner's own account or on behalf of a customer account.\n\n### Contains Roles\n\nList of roles contained within the role.\n\n-   sn\\_customerservice.customer\n-   sn\\_esm\\_partner\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nAll users serving customer accounts.\n\n### Special considerations\n\nA partner can view and edit all of the cases they have created:\n\n-   For their own account.\n-   On behalf of customer accounts they are related to.\n\n**Note:** If you are establishing a new relationship between a partner and a customer, the partner or partner admin does not have access to historic cases created for the customer. This is because the historic cases do not have the Partner or Partner Contact fields populated on the Case form.\n\nFor more information see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n## Partner administrator \\[sn\\_customerservice.partner\\_admin\\]\n\nAssign this administrator role to a user with a partner account.\n\n### Contains Roles\n\nList of roles contained within the role.\n\n-   sn\\_customerservice.partner\n-   sn\\_customerservice.customer\\_admin\n-   sn\\_esm\\_partner\\_admin\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nAll users with the admin role for a partner account.\n\n### Special considerations\n\nThe partner administrator can do the following:\n\n-   Access the data within the partner account.\n-   Access the data created by the contacts in their company in the customer account.\n-   Manage users for the partner account and for customer accounts.\n-   View all of the cases created by a partner.\n\nFor more information see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n## Consumer \\[sn\\_customerservice.consumersn\\_customerservice.consumer\\]\n\nAssign this Consumer role to users for researching questions, issues, or problems.\n\n### Contains Roles\n\nList of roles contained within the role.\n\n-   sn\\_esm\\_user\n-   snc\\_external\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nAll users with the assigned Consumer role.\n\n### Special considerations\n\nConsumers can create cases and view and edit existing cases for products that they have purchased. They can also view a list of their products. For more information see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n## Customer Service Case Admin
 \\[sn\\_customerservice.case\\_admin​\\]\n\nCan create, view, update and delete records in the following table:​ ​ Customer Service Case \\[sn\\_customerservice\\_case\\]​\n\n### Contains Roles\n\nList of roles contained within the role.\n\nsn\\_customerservice.all\\_cases\\_viewer\n\n**Note:** Limited fields accessibility. No full privilege. ​ ​\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nNone.\n\n### Special considerations\n\nNone.\n\n## Customer Service All Case Viewer \\[sn\\_customerservice.all\\_cases\\_viewer\\]\n\nCase viewer role that provides read access for all Customer Service Cases.\n\n### Contains Roles\n\nList of roles contained within the role.\n\nNone.\n\n### Groups\n\nNone.\n\n### Special considerations\n\nNone.\n\n## Case Type Configuration Admin \\[sn\\_csm\\_case\\_type.config\\_admin\\]\n\nCan create, view, update and delete records in the following table:​ ​ Case type \\[sn\\_case\\_type\\]​\n\n### Contains Roles\n\nList of roles contained within the role.\n\nNone.\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nNone.\n\n### Special considerations\n\nNone.\n\n## Case Digest Admin
 \\[sn\\_csm\\_case\\_digest.admin​\\]\n\nCan delete records in the following table:​ ​ Case Digest \\[sn\\_csm\\_case\\_digest\\_task\\]​. ​ Can create, view, update and delete records in the following table:​ ​ Case Digest Configuration \\[sn\\_csm\\_case\\_digest\\_config\\]​.\n\n### Contains Roles\n\nList of roles contained within the role.\n\n-   sn\\_csm\\_case\\_digest.viewer\n-   sn\\_csm\\_doctemplate.admin\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nNone.\n\n### Special considerations\n\nNone.\n\n## Doc Template Admin \\[sn\\_csm\\_doctemplate.admin​\\] ​\n\nCan read records in the following table:​ ​ Case Action Summary \\[sn\\_csm\\_case\\_digest\\_cas\\],​ Post Case Review \\[sn\\_csm\\_case\\_digest\\_pcr\\]​. ​ Can create, view, update and delete records in the following table:​ ​ CS Document Template \\[sn\\_csm\\_doctemplate\\_template\\]​\n\n### Contains Roles\n\nList of roles contained within the role.\n\nNone.\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nNone.\n\n### Special considerations\n\nNone.\n\n## Project Portfolio Management Admin
 \\[sn\\_csm\\_ppm.admin\\]\n\nCan read records in the following table:​ ​Customer Project Task \\[customer\\_project\\_task\\]​\n\n### Contains Roles\n\nList of roles contained within the role.\n\nNone.\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nNone.\n\n### Special considerations\n\nNone.\n\n## Task Plan Admin
 \\[sn\\_task\\_plan.admin​\\]\n\nCan create, view, update and delete records in the following table:​ ​ Task Plan Category \\[sn\\_task\\_plan\\_category\\]​, Task Plan Template Configuration \\[sn\\_task\\_plan\\_config\\]​, Task Plan Configuration Category \\[sn\\_task\\_plan\\_config\\_category\\]​, Task Plan Template \\[sn\\_task\\_plan\\_template\\]​, Task Plan Template Access \\[sn\\_task\\_plan\\_template\\_access\\]​, Task Plan Template Category \\[sn\\_task\\_plan\\_template\\_category\\]​, Task Plan Template Execution \\[sn\\_task\\_plan\\_template\\_execution\\]​, Template Item \\[sn\\_task\\_plan\\_template\\_item\\]​, Template Item Condition \\[sn\\_task\\_plan\\_template\\_item\\_condition\\]​, Template Item Configuration \\[sn\\_task\\_plan\\_template\\_item\\_config\\]​\n\n### Contains Roles\n\nList of roles contained within the role.\n\n-   sn\\_task\\_plan.creator​\n-   sn\\_task\\_plan.delete\n-   sn\\_task\\_plan.report\\_viewer​\n-   sn\\_task\\_plan.navigation\\_menu​\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nNone.\n\n### Special considerations\n\nNone.\n\n## Recipients list user \\[sn\\_publications\\_recipients\\_list\\_user\\]\n\nThe recipients list user can create and view recipient lists.\n\n### Contains Roles\n\nList of roles contained within the role.\n\nNone.\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nAll users.\n\n### Special considerations\n\nFor more information see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n## UIB Dynamic Related Records Admin \\[sn\\_uib\\_dyn\\_rel\\_rec.admin​\\]\n\nCan create, view, update and delete records in the following tables:​ ​ Related Record Definition \\[sn\\_related\\_record\\_definition\\]​, Related Record Context \\[sn\\_related\\_record\\_context\\]​, Context Related Record Definition \\[sn\\_m2m\\_context\\_related\\_record\\_defn\\]​\n\n### Contains Roles\n\nList of roles contained within the role.\n\nNone.\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nNone.\n\n### Special considerations\n\nNone.\n\n## Case Playbook for Complaint Viewer \\[sn\\_complaint.viewer\\]\n\nRole that allows read only access for Case Playbook for Complaint records.\n\n### Contains Roles\n\nList of roles contained within the role.\n\nNone.\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nNone.\n\n### Special considerations\n\nNone.\n\n## Case Playbook for Onboarding Viewer \\[sn\\_onboarding.viewer\\]\n\nRole that allows read access for records in the Onboarding Case table.\n\n### Contains Roles\n\nList of roles contained within the role.\n\nNone.\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nNone.\n\n### Special considerations\n\nNone.\n\n## Action Status Viewer \\[sn\\_action\\_status.viewer\\]\n\nRole that allows read access for Action Status records.\n\n### Contains Roles\n\nList of roles contained within the role.\n\nNone.\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nNone.\n\n### Special considerations\n\nNone.\n\n## Customer Service Document Template Viewer \\[sn\\_csm\\_doctemplate.viewer\\]\n\nRole that grants read access for Customer Service Management Document Template records.\n\n### Contains Roles\n\nList of roles contained within the role.\n\nNone.\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nNone.\n\n### Special considerations\n\nNone.\n\n## Case Digest Viewer \\[sn\\_csm\\_case\\_digest.viewer\\]\n\nRole that grants read access to Case Digest records.\n\n### Contains Roles\n\nList of roles contained within the role.\n\nNone.\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nNone.\n\n### Special considerations\n\nNone.\n\n## Customer Project Management Viewer \\[sn\\_csm\\_ppm.viewer\\]\n\nRole that grants read access to Customer Project Management records.\n\n### Contains Roles\n\nList of roles contained within the role.\n\nNone.\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nNone.\n\n### Special considerations\n\nNone.\n\n## Case Type Configuration Viewer \\[sn\\_scm\\_case\\_type.config\\_viewer\\]\n\nConfiguration viewer role that grants read access to Case Type records.\n\n### Contains Roles\n\nList of roles contained within the role.\n\n-   \n-   \n-   \n\n### Groups\n\nList of groups this role is assigned to by default.\n\n-   \n-   \n-   \n### Special considerations\n\nSpace for any additional information a customer should know about the role. For example, administrative roles should include a warning like \"Avoid granting an admin role when more specialized roles are available.\"\n\nIf a role is elevated, include that information here. Elevated roles aren’t assigned to users or groups, and must be used by elevation. You can also link to the t\\_ElevateToAPrivilegedRole.dita doc to give users information on how role elevation works.\n\nOther considerations may include something like the role requiring a subscription.\n\nIf there are no special considerations, enter \"None\".\n\n## Case Line Viewer \\[sn\\_case\\_line.viewer\\]\n\nRole that allows read only access for case lines and workflows records.\n\n### Contains Roles\n\nList of roles contained within the role.\n\nNone.\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nNone.\n\n### Special considerations\n\nNone.\n\n"}}