Assign roles to CSM users

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • Roles control access to features, capabilities, and data in the Customer Service Management application.

    Vorbereitungen

    Role required: import_admin, user_admin, and sn_crm_foundation_admin

    Before you can assign roles to your users, make sure that these users have already been configured.

    Warum und wann dieser Vorgang ausgeführt wird

    You can assign roles to individual users or groups. Apply roles to groups and the members of those groups inherit those roles.

    The Customer Service Management application provides two types of roles: internal roles for agents and managers and external roles for customers, customer partners, and consumers.

    Tabelle : 1. Internal and External roles for Customer Service Management
    Internal Roles External Roles
    Business-to-business (B2B)
    • sn_customerservice_agent
    • sn_customerservice_manager
    		 Business-to-business (B2B) Customer
    • sn_customerservice.customer
    • sn_customerservice.customer_admin
    • sn_customerservice.customer_case_manager
    Business-to-business (B2B) Partner
    • sn_customerservice.partner
    • sn_customerservice.partner_admin
    Business-to-consumer (B2C)
    • sn_customerservice.consumer_agent
    • sn_customerservice_manager
    Hinweis:
    Assigning a consumer role without a linked consumer record prevents the user from performing consumer activities. You can create the consumer record by navigating to All > Customer Service > Customer > Consumers before assigning the role.
    		 Business-to-consumer (B2C)

    sn_customerservice.consumer
    Unified Consumer

    sn_customerservice.unified_consumer

    Prozedur