Roles and components of Partner Relationship Management
Summarize
Summary of Roles and components of Partner Relationship Management
The Partner Relationship Management (PRM) application in ServiceNow uses roles to control access, identify users, ensure data security, and manage relationships between enterprises and channel partners. The PRM plugin provides a structured set of functional and granular roles designed to grant appropriate access levels within the enterprise and partner ecosystems, enhancing collaboration and security.
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Functional and granular roles
Functional roles enable authorized parties to access relevant enterprise and partner information, while granular roles enforce data protection by restricting access to specific entities or tables. These roles come with defined privileges that allow users to perform their responsibilities efficiently, improving overall customer experience.
Functional Roles
- Enterprise Partner Admin: Administers partner enterprise-related functions with multiple inherited roles for managing service organizations and partner programs.
- Enterprise Partner Relationship Manager: Manages partner-related cases within the enterprise and has access to location relationships and partner data.
- Enterprise Partner Agent: Fulfillment role responsible for handling partner cases and viewing partner data.
- External Partner Manager: Partner entity contributor responsible for reporting cases related to their partner hierarchy via the portal.
- External Partner Associate: Contributor role for reporting cases associated with partners on the portal.
Granular Roles
- Channel Partner Writer: Grants edit access to the channel partner table.
- Partner Program Writer: Grants edit access to the partner program table.
- Partner Program Relationship Writer: Grants edit access to the partner program relationship table.
- Partner Data Viewer: Provides read-only access to channel partner, partner program, and partner program relationship tables.
Practical Benefits for ServiceNow Customers
By leveraging these roles, ServiceNow customers can securely manage partner data and relationships according to organizational needs. The clear separation between functional and granular roles enables precise access control, ensuring users have the necessary permissions without overexposure to sensitive data. This facilitates efficient handling of partner-related cases, improves collaboration between enterprises and partners, and maintains data security.
The Partner Relationship Management application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between enterprises and channel partners.
The PRM plugin (com.snc.partner_relationship_management) comes with a set of functional and granular roles, each with varying levels of access to raise and address queries.
The PRM application provides access and permissions to users part of both the enterprise and the channel partner ecosystem.
Functional and granular roles
Functional roles help provide authorized related parties access to enterprise and channel partner members. A granular model helps to protect data by granting the required level of access to the relevant enterprise or channel partner entities. With this functionality, each role is associated with a set of privileges or responsibilities that determine users’ access to certain information.
You can set granular policies that authorize individuals to do their jobs efficiently and effectively, which helps to improve the customer experience.
Roles and descriptions
| Role | Description | Contains roles |
|---|---|---|
| Enterprise Partner Admin (sn_prm.enterprise_partner_admin) | A user who is an admin for the partner enterprise. |
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| Enterprise Partner Relationship Manager (sn_prm.enterprise_partner_rel_manager) | Contributor who belongs to an enterprise and is responsible for managing cases associated with the partner hierarchy. |
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| Enterprise Partner Agent (sn_prm.enterprise_partner_agent) | Fulfiller who belongs to an enterprise and is responsible for fulfilling partner cases. |
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| External Partner Manager (sn_prm.external_partner_manager) | Contributor who belongs to a partner entity and is responsible for reporting cases associated with their partner hierarchy on the portal. |
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| External partner Associate (sn_prm.external_partner_associate) | Contributor who belongs to a partner entity and is responsible for reporting cases associated with their partners on the portal. |
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| Role | Description | Inherited roles |
|---|---|---|
| Channel partner writer (sn_prm.channel_partner_writer) | This role provides granular edit access to the channel partner table. | Partner Data Viewer (sn_prm.partner_data_viewer) |
| Partner Program Writer (sn_prm.partner_program_writer) | This role provides granular edit access to the partner program table. | Partner Data Viewer (sn_prm.partner_data_viewer) |
| Partner Program Relationship Writer (sn_prm.partner_program_rel_writer) | This role provides granular edit access to the partner program relationship table. | Partner Data Viewer (sn_prm.partner_data_viewer) |
| Partner Data Viewer (sn_prm.partner_data_viewer) | This role provides granular read access to the channel partner, partner program, and partner program relationship tables. | NA |