Customer project manager tasks

Release version: Australia

Updated March 12, 2026

3 minutes to read

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Summary of Customer Project Manager Tasks

A customer project manager is responsible for managing projects associated with customer accounts. To perform their duties effectively, they require specific roles:itprojectmanagerandsncustomerservice.projectmanager.

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Key Features

Create a project: Access through Customer Service > Projects > Create New. Enter the project name, select the account, fill in required details, and click Save.
Create a project from a template: Similar to creating a new project, but apply a template by clicking it at the bottom of the form. If templates are hidden, toggle the Template Bar.
Create project tasks: Navigate to Customer Service > Projects > All, select a project, and add tasks in the Project Tasks related list.
Manage task visibility: Set project tasks as visible to customers by updating the "Visible to customer" field in the task settings.
Manage project contacts: Add account contacts to projects to provide visibility through the Customer Service Portal.
Assign project tasks: Assign tasks to internal users or customer contacts as necessary.
View cases: Access the Cases related list to view and manage cases linked to projects.
Add comments and attachments: Enhance case details with comments and file attachments.
Create project change requests/issues: Generate requests and issues related to cases for better project management.
Save projects as templates: Preserve project configurations by saving them as templates for future use.

Key Outcomes

By utilizing these tasks, customer project managers can streamline project management, enhance collaboration with customers, and efficiently track project progress and issues. These functionalities ensure that project frameworks are established, tasks are assigned, and customer communication is maintained effectively. Ultimately, this leads to improved project delivery and customer satisfaction.

A customer project manager can perform specific tasks to manage projects for customer accounts.

A customer project manager requires the following roles to perform the tasks described in the following table:

it_project_manager
sn_customerservice.projectmanager

Table 1. Customer project manager tasks
Task	Details
Create a project for a customer account	Navigate to Customer Service > Projects > Create New. Enter a name for the project in the Project Name field. Select an account in the Account field. Fill in additional project information. Click Save.
Create a project for a customer account from a project template	Navigate to Customer Service > Projects > Create New. Click a template at the bottom of the form to apply the template to the project. If the templates do not appear at the bottom of the form, click the More options icon at the top of the form and select Toggle Template Bar. Enter a name for the project in the Project Name field. Select an account in the Account field. Fill in additional project information. Click Save.
Create a project task for a customer project	Navigate to Customer Service > Projects > All. Select a project. In the Project Tasks related list, click New. Add a short description for the task. Fill in additional project task information. Click Save.
Identify the project tasks on a project template that are visible to external customers	Navigate to Customer Service > Projects > Templates. Select a template. In the Project Template Tasks related list, select a task. In the Data section of the Project Template Task form, add the Visible to customer field and set it to true. Click Update. Repeat for other project tasks as needed.
Identify project tasks that are visible to external users	Navigate to Customer Service > Projects > All. Select a project. In the Project Tasks related list, select a task. Enable the Visible to customers field. Click Save.
Identify the account contacts who have access to a project	To give customers visibility into projects from the Customer Service Portal, you must add one or more contacts to the project. Contacts must belong to the account linked with the project. Partner contacts must have access to the account linked with the project. Contacts who have a relationship with the account can also be added to the project. Navigate to Customer Service > Projects > All. Select a project. In the Project Contacts related list, click New. Select a contact in the Contact field and click Submit.
Assign project tasks to internal users, customer contacts, or customer partner contacts	See Assign a project task .
See the cases that have been created for a project or project task	View cases in the Cases related list on the Customer Project form and Customer Project Task form. Click a case to view the case details. Note: The customer project manager has read-only access to the Case form.
Add a comment or an attachment to a case that has been created for a project or project task	Navigate to Customer Service > Projects > All. Select a project. In the Cases related list, select a case. Add a comment in Additional comments field. Click the attachment icon, select a file, and attach it to the case. Click Update.
Create project change requests and project issues for cases that have been created for a project or project task	See the following tasks: Create a project issue for a case Create a project change request for a case
Save a customer project as a template	Navigate to Customer Service > Projects > All. Select a project. Click the Save as New Template related link. In the Create Template popup window, enter a template name and description. Click OK. Update the template as needed and click Update.