Thank you for your feedback.
Form temporarily unavailable. Please try again or contact docfeedback@servicenow.com to submit your comments.

Roles installed with Customer Service Management

Log in to subscribe to topics and get notified when content changes.

Roles installed with Customer Service Management

Roles are added with activation of Customer Service Management.

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
  • sn_customerservice.deescalation_requester
  • timecard_user
  • template_editor
  • sn_esm_agent
  • sn_shn.editor
  • domain_expand_scope
Note: The sn_esm_agent role contains the cmdb_read role.
Agent manager

[sn_customerservice_manager]

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

[sn_customerservice.customer_case_manager]

A customer role for managing all of 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
  • View a list of cases belonging to the account
  • Edit cases belonging to the account.
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.
  • sn_customerservice.customer
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

[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
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
Proxy case creator

[sn_customerservice.proxy_case_creator]

A user who can create a case from a community discussion.
Escalation requester

(sn_customerservice.escalation_requester)

Can request an escalation for a case or account.
  • sn_customerservice.consumer_agent
De-escalation requester

(sn_customerservice.deescalation_requester)

Can de-escalate a case or account.
  • sn_customerservice.escalation_requester

Roles installed with the Customer Service Base Entities plugin

Role title [name] Description Contains roles

Service management agent

[sn_esm_agent]

  • assignment_workbench
  • wm_read
  • cmdb_read
  • agent_schedule_user
  • interaction_agent
Service management partner

[sn_esm_partner]

  • sn_esm_user
Service management user admin

[sn_esm_user_admin]

  • sn_esm_user
Service management admin

[sn_esm_admin]

None
Service management user

[sn_esm_user]

  • snc_external
  • sn_apptmnt_booking.appointment_booking_user
Service management partner admin

[sn_esm_partner_admin]

  • sn_esm_user_admin
  • sn_esm_admin
Role for REST APIs related to CSM web services

[csm_ws_integration]

  • snc_internal
Feedback