| \n\nInternal Roles\n\n | \n\nExternal Roles\n\n |
|---|---|
| \n\n**Business-to-business \\(B2B\\)** - sn\\_customerservice\\_agent\n- sn\\_customerservice\\_manager\n\n | \n\n**Business-to-business \\(B2B\\) Customer** - sn\\_customerservice.customer\n- sn\\_customerservice.customer\\_admin\n- sn\\_customerservice.customer\\_case\\_manager\n\n |
| \n\n**Business-to-consumer \\(B2C\\)** - sn\\_customerservice.consumer\\_agent\n- sn\\_customerservice\\_manager\n\n | \n\n**Business-to-business \\(B2B\\) Partner** - sn\\_customerservice.partner\n- sn\\_customerservice.partner\\_admin\n\n |
| \n\n \n\n | \n\n**Business-to-consumer \\(B2C\\)** sn\\_customerservice.consumer\n\n |
| \n\nRole title \\[name\\]\n\n | \n\nDescription\n\n | \n\nContains roles\n\n |
|---|---|---|
| \n\nCustomer service agent\\[sn\\_customerservice\\_agent\\]\n\n | \n\nAn agent who assists customers and partners with questions, issues, and problems. This user creates cases, views and edits cases, and works with customers and subject matter experts to resolve cases.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\n | \n\n- knowledge\n- chat\\_admin\n- sn\\_customerservice.deescalation\\_requester\n- timecard\\_user\n- template\\_editor\n- sn\\_esm\\_agent\n- sn\\_shn.editor\n- domain\\_expand\\_scope\n\n **Note:** The sn\\_esm\\_agent role contains the cmdb\\_read role.\n\n |
| \n\nCustomer service manager\\[sn\\_customerservice\\_manager\\]\n\n | \n\nCustomer service agent with the additional responsibility for managing agents or agent groups and overriding agent actions.\n\n | \n\n- sn\\_customerservice\\_agent\n- timecard\\_manager\n- timecard\\_approver\n- skill\\_admin\n- sn\\_app\\_cs\\_social\\_social\\_profile\\_user\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 |
| \n\nConsumer service agent\\[sn\\_customerservice.consumer\\_agent\\]\n\n | \n\nAn agent who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. An 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\n | \n\n- sn\\_esm\\_agent\n- chat\\_admin\n- sn\\_shn.editor\n- template\\_editor\n- knowledge\n\n |
| \n\nCustomer\\[sn\\_customerservice.customer\\]\n\n | \n\nCustomer role for researching questions, issues, or problems. Customers can create cases and view and edit existing cases for themselves. They can also view a list of assets belonging to their accounts.\n\n | \n\n- sn\\_esm\\_user\n- snc\\_external\n\n |
| \n\nCustomer administrator\\[sn\\_customerservice.customer\\_admin\\]\n\n | \n\nAdministrator role for a customer account. This user has access to data within the account.\n\n | \n\n- sn\\_customerservice.customer\n- sn\\_esm\\_user\\_admin\n\n |
| \n\nCustomer case manager\\[sn\\_customerservice.customer\\_case\\_manager\\]\n\n | \n\nCustomer role for managing the cases in an account and any related child accounts. The customer case manager role includes the privileges of the customer role and adds the following privileges:- 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\n | \n\nsn\\_customerservice.customer\n\n |
| \n\nPartner\\[sn\\_customerservice.partner\\]\n\n | \n\nPartner who is serving customer accounts. A partner can create a case for their own account or on behalf of a customer account.\n\n A partner can view and edit all of the cases that they have created:\n\n- For their own account.\n- On behalf of customer accounts that 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\n | \n\n- sn\\_customerservice.customer\n- sn\\_esm\\_partner\n\n |
| \n\nPartner administrator\\[sn\\_customerservice.partner\\_admin\\]\n\n | \n\nAdministrator role for a partner account. The 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\n | \n\n- sn\\_customerservice.partner\n- sn\\_customerservice.customer\\_admin\n- sn\\_esm\\_partner\\_admin\n\n |
| \n\nConsumer\\[sn\\_customerservice.consumer\\]\n\n | \n\nConsumer role for researching questions, issues, or problems. Consumers can create cases and view and edit existing cases for products that they have purchased. They can also view a list of their products.\n\n | \n\n- sn\\_esm\\_user\n- snc\\_external\n\n |
| \n\nRole title \\[name\\]\n\n | \n\nDescription\n\n | \n\nContains roles\n\n |
|---|---|---|
| \n\nCase contributor editor\\[sn\\_customerservice.case\\_contributor\\_editor\\]\n\n | \n\nThis role provides limited write access to the fields on the Case form. It provides limited write access to those cases for which the user already has read access provided by another role.\n\n Limited write access is available for the following fields:\n\n- Work notes\n- Additional comments\n- Attachments\n- State or stage changes\n- Contributor users\n- Contributor groups\n- Watchlist\n- Work notes list\n\n | \n\n \n\n |
| \n\nCase contributor viewer\\[sn\\_customerservice.case\\_contributor\\_viewer\\]\n\n | \n\nThis role provides read-only access to all of the tables associated with a case.With this role, a user can view the information in the related lists for a case if:\n\n - The user has been added to the **Contributor User** field or the **Contributor Group** field on the Case form.\n- The user has read-only access to cases through another role, such as the case viewer role \\(sn\\_customerservice.case\\_viewer\\) or the case task agent role \\(sn\\_customerservice.case\\_task\\_agent\\).\n\n With this role, a user can access the following modules in CSM Agent Workspace:**All tasks I participate in**\n\n | \n\n- sn\\_shn.user\n- wm\\_read\n\n |
| \n\nCase task agent\\[sn\\_customerservice.case\\_task\\_agent\\]\n\n | \n\nThis role provides access to case tasks and related case information. A user with this role can work on the following case tasks: - Tasks that are assigned to the user or to the user's assignment groups.\n- Tasks that have been created by the user.\n\n With this role, the user can:\n\n- View and update assigned case tasks.\n- Create case tasks and assign those tasks to other users.\n- View and update created case tasks.\n- Add work notes, comments, and attachments to case tasks.\n- Update the status of case tasks.\n- Perform additional actions from a case task such as sending email.\n\n With this role, users have read-only access to customer information for the case:\n\n- Account and contact records \\(for B2B cases\\)\n- Consumer and household records \\(for B2C cases\\)\n- Service organization records \\(business location cases\\)\n\n | \n\n- sn\\_customerservice.customer\\_data\\_viewer\n- sn\\_customerservice.csm\\_workspace\\_user\n- sn\\_customerservice.case\\_contributor\\_editor\n\n |
| \n\nCase task viewer\\[sn\\_customerservice.case\\_task\\_viewer\\]\n\n | \n\nThis role provides read-only access to all case task records. **Note:** When combined with the case viewer role \\(sn\\_customerservice.case\\_viewer\\), a user can access all customer service cases and all case tasks.\n\n | \n\n \n\n |
| \n\nCase viewer\\[sn\\_customerservice.case\\_viewer\\]\n\n | \n\nThis role provides read-only access to all cases.\n\n | \n\n \n\n |
| \n\nContact manager\\[sn\\_customerservice.contact\\_manager\\]\n\n | \n\nUser who can manage contacts.\n\n | \n\n \n\n |
| \n\nCustomer project manager\\[sn\\_customerservice.projectmanager\\]\n\n | \n\nA user who creates and manages projects for customer accounts.- Creates new projects.\n- Sets up project tasks and resource plans.\n- Identifies customer contacts who have access to projects and project tasks.\n- Assigns and manages tasks and dependencies.\n\n **Note:** This role is added with the Customer Project Management plugin \\(com.snc.csm\\_ppm\\)\n\n | \n\nsn\\_customerservice.customer\\_data\\_viewer\n\n |
| \n\nCustomer project stakeholder\\[sn\\_customerservice.projectstakeholder\\]\n\n | \n\nA user who is responsible for activities that require viewing customer project details and project tasks.**Note:** This role is added with the Customer Project Management plugin \\(com.snc.csm\\_ppm\\)\n\n | \n\n \n\n |
| \n\nCustomer Data viewer\\[sn\\_customerservice.customer\\_data\\_viewer\\]\n\n | \n\nUser with read-only access to customer data entities such as:- Install base items\n- Contracts\n- Entitlements\n- Accounts, contacts, and account team members\n- Assets\n- Consumers\n- Sold product\n\n**Note:** Starting with the Australia release, the Customer Data Viewer \\[sn\\_customerservice.customer\\_data\\_viewer\\] role has extended access to the following tables:\n\n- Account Relationship \\[account\\_relationship\\]\n- Account Relationship Type \\[sn\\_customerservice\\_account\\_relationship\\_type\\]\n- Contact Relationship \\[sn\\_customerservice\\_contact\\_relationship\\]\n- Account Consumer \\[sn\\_acct\\_consumer\\_account\\_consumer\\]\n- Consumer Team Member \\[sn\\_customer\\_rel\\_consumer\\_to\\_user\\]\n- Consumer to Consumer Relationship \\[sn\\_customer\\_rel\\_consumer\\_to\\_consumer\\]\n- Household Member Relationship \\[sn\\_customer\\_rel\\_household\\_member\\_relationship\\]\n- Household Team Member \\[sn\\_customer\\_rel\\_household\\_to\\_user\\]\n- Responsibility Definition \\[sn\\_customerservice\\_responsibility\\_def\\]\n- Related Party Configuration \\[sn\\_customerservice\\_related\\_party\\_configuration\\]\n\nAdditionally, it also has access to the following menu modules and workspace lists.\n\n- Menu modules: Customer, Partners, Contacts, Consumers, and Households\n- Workspace lists: Partners\n\n | \n\n \n\n |
| \n\nDe-escalation requester \\[sn\\_customerservice.deescalation\\_requester\\]\n\n | \n\nUser who can deescalate a case or account when the cause of the escalation is resolved.\n\n | \n\nsn\\_customerservice.escalation\\_requester\n\n |
| \n\nEscalation requester \\(sn\\_customerservice.escalation\\_requester\\)\n\n | \n\nUser who can request an escalation for a case or account.\n\n | \n\nsn\\_customerservice.consumer\\_agent\n\n |
| \n\nProxy case creator\\[sn\\_customerservice.proxy\\_case\\_creator\\]\n\n | \n\nUsers with the proxy case creator role can create customer service cases directly from community questions created by contacts or consumers\n\n | \n\n \n\n |
| \n\nProxy contact\\[sn\\_customerservice.proxy\\_contact\\]\n\n | \n\nRole that enables employees to create cases for customer accounts and contacts. Employees can also be proxy case contacts on behalf of customers. Assign this role to employees in your company who are not fulfillers or do not have other CSM-specific roles. Users with this role can:\n\n- Create customer service cases using a record producer.\n- Add work notes and comments to any case.\n- Update the watch list of any case.\n\n**Note:** The CSM Extension for Proxy Contacts \\(com.snc.csm\\_proxy\\_contacts\\) plugin adds this role.\n\n | \n\n \n\n |
| \n\nWorkspace user \\[sn\\_customerservice.csm\\_workspace\\_user\\]\n\n | \n\nThis role provides access to case tasks from the following modules in CSM Agent Workspace:- My Case Tasks\n- My Group's Case Tasks\n\n Users can also:\n\n- Use Agent Assist to search for knowledge articles \\(if the User Criteria is set to provide access to knowledge\\).\n- Create email \\(if the user has write access to the record and the email\\_composer role\\).\n- View response templates \\(if response templates have been configured for the record.\n\n**Note:** By default, this role is added to the case task agent role \\(sn\\_customerservice.case\\_task\\_agent\\).\n\n | \n\n \n\n |
| \n\nRole\n\n | \n\nDescription\n\n | \n\nContains roles\n\n |
|---|---|---|
| \n\nCSM admin\\[csm\\_admin\\]\n\n | \n\nProvides admin access to all CSM features and data.\n\n | \n\n- sn\\_shn.admin\n- sn\\_res\\_shaper.admin\n\n |
| \n\nService management agent\n\n \\[sn\\_esm\\_agent\\]\n\n | \n\n \n\n | \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 |
| \n\nService management partner\\[sn\\_esm\\_partner\\]\n\n | \n\n \n\n | \n\nsn\\_esm\\_user\n\n |
| \n\nService management user admin\\[sn\\_esm\\_user\\_admin\\]\n\n | \n\n \n\n | \n\nsn\\_esm\\_user\n\n |
| \n\nService management admin\\[sn\\_esm\\_admin\\]\n\n | \n\n \n\n | \n\nNone\n\n |
| \n\nService management user\\[sn\\_esm\\_user\\]\n\n | \n\n \n\n | \n\n- snc\\_external\n- sn\\_apptmnt\\_booking.appointment\\_booking\\_user\n\n |
| \n\nService management partner admin\\[sn\\_esm\\_partner\\_admin\\]\n\n | \n\n \n\n | \n\n- sn\\_esm\\_user\\_admin\n- sn\\_esm\\_admin\n\n |
| \n\nRole for REST APIs related to CSM web services\\[csm\\_ws\\_integration\\]\n\n | \n\n \n\n | \n\nsnc\\_internal\n\n |
| \n\nDocument template admin \\[sn\\_csm\\_doctemplate.admin \\]\n\n | \n\nRole required to create, view, update and delete records in the Document Template tables.\n\n | \n\nsn\\_csm\\_doctemplate.viewer\n\n |
| \n\nCase Type Configuration admin \\[sn\\_scm\\_case\\_type.config\\_admin\\]\n\n | \n\nRole required to create, view, update and delete records in the following tables:- Case Type\n- Service Definition\n- Service to Service Relationship\n- Service Definition Category Relationship\n- Product Service Relationship\n- Catalog Service Relationship\n- Service Definition Customer Criteria\n- Service definition category\n- Service definition user criteria\n\n | \n\nsn\\_csm\\_case\\_type.config\\_viewer\n\n |