List and form views by agent role

Users with either the customer agent role or the consumer agent role can see attributes specific to the end user on these Customer Service Management lists.

List view

List Columns displayed for customer agent Columns displayed for consumer agent Columns displayed for agent with both roles
Customer
  • Number
  • Name
  • Phone
  • Primary Contact
  • City
  • Zip / Postal code
  • Updated
Consumer
  • Number
  • Name
  • Mobile phone
  • City
  • Zip / Postal code
  • Updated
Case
  • Number
  • Short description
  • Contact
  • Account
  • Channel
  • State
  • Priority
  • Assigned to
  • Updated
  • Number
  • Short description
  • Consumer
  • Channel
  • State
  • Priority
  • Assigned to
  • Updated
  • Number
  • Short description
  • Contact
  • Account
  • Consumer
  • Channel
  • State
  • Priority
  • Assigned to
  • Updated
Entitlement
  • Name
  • Contract
  • Product
  • Account
  • Business Hours
  • Remaining Units
  • Start Date
  • End Date
  • Name
  • Contract
  • Product
  • Consumer
  • Business Hours
  • Remaining Units
  • Start Date
  • End Date
  • Name
  • Contract
  • Product
  • Account
  • Consumer
  • Business Hours
  • Remaining Units
  • Start Date
  • End Date
Asset
  • Display name
  • Account
  • Primary Contact
  • Serial number
  • Model category
  • Display name
  • Consumer
  • Serial number
  • Model category
  • Display name
  • Account
  • Primary Contact
  • Consumer
  • Serial number
  • Model category

Form view

A user with either the customer agent role or the consumer agent role can see fields specific to the end user on these forms. If an agent has both roles, all of the fields are shown.
Form Fields displayed for customer agent Displayed for consumer agent
Case Account

Contact

Consumer
Entitlement Account

Contact

Consumer
Asset Account

Primary Contact

Consumer
Service Contract Account Consumer