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

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

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List and form views by agent role

List and form views by agent role

List view

Form view

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List and form views by agent role

List and form views by agent role

List view

Form view

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