Roles installed with Customer Service Management

Customer Service Management adds the following roles.
Note: Customer Service Management includes both internal and external user roles. Internal user roles are for agents and agent managers using the Customer Service Management application. External user roles are for customers and partners using the customer portal.
Role title [name] Description Contains roles
Agent

[sn_customerservice_agent]

A customer service 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.

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.

  • knowledge
  • chat_admin
  • template_editor
  • sn_esm_agent
  • sn_shn.editor
Agent manager

[sn_customerservice_manager]

A customer service agent with the additional responsibility for managing agents or agent groups and overriding agent actions.
  • asset
  • contract_manager
  • sn_publications.approver
  • sam
  • sn_customerservice_agent
  • approval_admin
  • sn_app_cs_social_log_user
  • sn_app_cs_social_social_profile_user
  • sn_shn.admin
  • sn_customerservice.consumer_agent
Customer

[sn_customerservice.customer]

A customer role for researching questions, issues, or problems. Customers can create cases and view and edit existing cases for their own accounts. They can also view a list of assets belonging to their accounts.
  • sn_esm_user
  • snc_external
Partner

[sn_customerservice.partner]

A partner who is serving customer accounts. A partner can create a case for their own account or on behalf of a customer account. A partner can also view or edit existing cases for their own account or for customer accounts.
  • sn_customerservice.customer
  • sn_esm_partner
Customer administrator

[sn_customerservice.customer_admin]

An administrator role for a customer account. This user has access to all the data within the account.
  • sn_customerservice.customer
  • sn_esm_user_admin
Partner administrator

[sn_customerservice.partner_admin]

An administrator role for a partner account. This user has access to all the data within the partner account as well as the customer accounts. This user can also manage users for the partner account and for customer accounts.
  • sn_customerservice.partner
  • sn_customerservice.customer_admin
  • sn_esm_partner_admin
Consumer

[sn_customerservice.consumer]

A consumer 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.
  • sn_esm_user
  • snc_external
Consumer Agent

[sn_customerservice.consumer_agent]

A consumer service 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.

  • sn_esm_agent
  • chat_admin
  • sn_shn.editor
  • template_editor
  • knowledge