{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":43447,"path":"roles-by-product/roles_customerservicemanagement.md","title":"Customer Service Management roles","bundle":null,"doc_type":null,"release":"australia","body":"\n# Customer Service Management roles\n\nThese roles are available for the application\n\n\n
\n\nRole\n\n\n\nDescription\n\n\n\nContains roles\n\n\n\nGroups with this role\n\n\n\nSpecial considerations\n\n
\n\nConsumer \\[sn\\_customerservice.consumersn\\_customerservice.consumer\\]\n\n\n\nAssign this Consumer role to users for researching questions, issues, or problems.\n\n\n\n- sn\\_esm\\_user\n- snc\\_external\n\n\n\nAll users with the assigned Consumer role.\n\n\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/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n
\n\nConsumer service agent \\[sn\\_customerservice.consumer\\_agent\\]\n\n\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\n\n- sn\\_esm\\_agent\n- chat\\_admin\n- sn\\_shn.editor\n- template\\_editor\n- knowledge\n\n\n\nAll consumer service agents.\n\n\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/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n
\n\nCustomer \\[sn\\_customerservice.customer\\]\n\n\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\n\n- sn\\_esm\\_user\n- snc\\_external\n\n\n\nAll users with customer roles and access to a list of assets belonging to their accounts.\n\n\n\nFor more information see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n
\n\nCustomer administrator \\[sn\\_customerservice.customer\\_admin\\]\n\n\n\nUse this Administrator 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\nAll users with an administrator role for a customer account.\n\n\n\nFor more information see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n
\n\nCustomer case manager \\[sn\\_customerservice.customer\\_case\\_manager\\]\n\n\n\nAssign this Customer role for managing the cases in an account and any related child accounts.\n\n\n\nsn\\_customerservice.customer\n\n\n\nAll users with a case manager role for a customer account.\n\n\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\n For more information see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n
\n\nCustomer service agent \\[sn\\_customerservice\\_agent\\]\n\n\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\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\n\nCustomer service agents.\n\n\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/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n
\n\nCustomer service manager \\[sn\\_customerservice\\_manager\\]\n\n\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\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\n\nCustomer service managers, and Customer service agents with the additional responsibility for managing agents or agent groups and overriding agent actions.\n\n\n\nFor more information see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n
\n\nPartner \\[sn\\_customerservice.partner\\]\n\n\n\nAssign this role to create a case for the partner's own account or on behalf of a customer account.\n\n\n\n- sn\\_customerservice.customer\n- sn\\_esm\\_partner\n\n\n\nAll users serving customer accounts.\n\n\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/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n
\n\nPartner administrator \\[sn\\_customerservice.partner\\_admin\\]\n\n\n\nAssign this administrator role to a user with a partner account.\n\n\n\n- sn\\_customerservice.partner\n- sn\\_customerservice.customer\\_admin\n- sn\\_esm\\_partner\\_admin\n\n\n\nAll users with the admin role for a partner account.\n\n\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\n For more information see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n
\n\nRecipients list user \\[sn\\_publications\\_recipients\\_list\\_user\\]\n\n\n\nThe recipients list user can create and view recipient lists.\n\n\n\nNone.\n\n\n\nAll users.\n\n\n\nFor more information see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n
\n\nRole for REST APIs related to CSM web services \\[csm\\_ws\\_integration\\]\n\n\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\n\nsnc\\_internal\n\n\n\nAll users.\n\n\n\nFor more information see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n
\n\nService management admin \\[sn\\_esm\\_admin\\]\n\n\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\n\nNone.\n\n\n\nAll users.\n\n\n\nFor more information see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n
\n\nService management agent \\[sn\\_esm\\_agent\\]\n\n\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\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\nAll users.\n\n\n\nFor more information see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n
\n\nService management partner \\[sn\\_esm\\_partner\\]\n\n\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\n\nsn\\_esm\\_user\n\n\n\nAll users.\n\n\n\nFor more information see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n
\n\nService management partner admin \\[sn\\_esm\\_partner\\_admin\\]\n\n\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\n\n- sn\\_esm\\_user\\_admin\n- sn\\_esm\\_admin\n\n\n\nAll users.\n\n\n\nFor more information see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n
\n\nService management user \\[sn\\_esm\\_user\\]\n\n\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\n\n- snc\\_external\n- sn\\_apptmnt\\_booking.appointment\\_booking\\_user\n\n\n\nAll users.\n\n\n\nFor more information see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n
\n\nService management user admin \\[sn\\_esm\\_user\\_admin\\]\n\n\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\n\nsn\\_esm\\_user\n\n\n\nAll users.\n\n\n\nFor more information see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/r_RolesInstalledWithCustomerService.md).\n\n
**Parent Topic:**[Roles for all products](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/roles-by-product/roles-for-all-products.md)\n\n"}}