Roles installed with Customer Service Management

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 9 Minuten Lesedauer

    • The Customer Service Management application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users.

    Primary roles

    Customer Service Management provides several primary roles that support the following business models:
    • Business-to-business (B2B): With this business model, you can support accounts and contacts. Additionally, you can create relationships and account teams to support your customers.
    • Business-to-consumer (B2C): With this business model, you can support individual consumers.

    These roles ensure access to data while maintaining data security for different types of business relationships.

    Tabelle : 1. CSM primary roles
    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-consumer (B2C)
    • sn_customerservice.consumer_agent
    • sn_customerservice_manager
    		 Business-to-business (B2B) Partner
    • sn_customerservice.partner
    • sn_customerservice.partner_admin
    Business-to-consumer (B2C)

    sn_customerservice.consumer
    For details about these roles, see CSM roles and descriptions below.

    Internal and external roles

    Customer Service Management includes both internal and external user roles.
    • Internal roles are assigned to users within your organization. These roles are for agents and managers using the Customer Service Management application to support customers.
    • External roles are assigned to users outside your organization. These roles are for customers, customer partners, and consumers using the self-service portals.

    With these roles, you can give both internal users and external users access to your instance. This role structure gives you the flexibility to provide different levels of access to different users. As an additional security measure, every user must have at least one role so that the instance can distinguish between internal and external users.

    Base roles

    The primary roles available in Customer Service Management are based on the following base roles:
    • sn_esm_agent
    • sn_esm_admin
    • sn_esm_partner
    • sn_esm_partner_admin
    • sn_esm_user
    • sn_esm_user_admin

    For more information about these roles, see Roles installed with the Customer Service Base Entities plugin below.

    For more information about the CSM primary role structure and included roles, see CSM roles and descriptions below.

    Explicit roles

    You may have business requirements that change the use of these roles. In addition, the Explicit Roles in CSM feature may assign both internal and external roles to external users. It is important to regularly review user role assignments to ensure that they are set according to your business requirements.

    For more information about reviewing and updating user role assignments, see:

    CSM roles and descriptions

    Tabelle : 2. Primary CSM roles
    Role title [name] Description Contains roles
    Customer service agent

    [sn_customerservice_agent]

    		 An 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.

    A customer service 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
    Hinweis:
    The sn_esm_agent role contains the cmdb_read role.
    Customer service manager

    [sn_customerservice_manager]

    		 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
    • sn_customerservice.consumer_agent
    • asset
    • sn_shn.admin
    • sn_publications.approver
    • contract_manager
    • sn_app_cs_social_log_user
    • awa_manager
    • sn_majorissue_mgt.major_issue_manager
    • email_client_quick_message_author
    • workspace_admin
    • skill_model_user
    • sn_templated_snip.template_snippet_writer
    • approver_user
      Hinweis:
      For customers upgrading to Xanadu, the approver_user role replaces the approval_admin role. Users with the customer service manager role can approve the approval requests that are assigned to them.
    • notify_view
      Hinweis:
      The notify_view role is added to the sn_customerservice_manager role only when the Chat Zoom Connector application is installed.
    Consumer service agent

    [sn_customerservice.consumer_agent]

    		 An 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
    Customer

    [sn_customerservice.customer]

    		 Customer role for researching questions, issues, or problems. Customers can create cases and view and edit existing cases for themselves. They can also view a list of assets belonging to their accounts.
    • sn_esm_user
    • snc_external
    Customer administrator

    [sn_customerservice.customer_admin]

    		 Administrator role for a customer account. This user has access to data within the account.
    • sn_customerservice.customer
    • sn_esm_user_admin
    Customer case manager

    [sn_customerservice.customer_case_manager]

    		 Customer role for managing 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.
    Hinweis:
    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
    Partner

    [sn_customerservice.partner]

    		 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 view and edit all of the cases that they have created:
    • For their own account.
    • On behalf of customer accounts that they are related to.
    Hinweis:
    If you are establishing a new relationship between a partner and a customer, the partner or partner admin does not have access to historic cases created for the customer. This is because the historic cases do not have the Partner or Partner Contact fields populated on the Case form.
    • sn_customerservice.customer
    • sn_esm_partner
    Partner administrator

    [sn_customerservice.partner_admin]

    		 Administrator role for a partner account.
    The partner administrator can do the following:
    • Access the data within the partner account.
    • Access the data created by the contacts in their company in the customer account.
    • Manage users for the partner account and for customer accounts.
    • View all of the cases created by a partner.
    • sn_customerservice.partner
    • sn_customerservice.customer_admin
    • sn_esm_partner_admin
    Consumer

    [sn_customerservice.consumer]

    		 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
    Tabelle : 3. Additional CSM roles
    Role title [name] Description Contains roles
    Case contributor editor

    [sn_customerservice.case_contributor_editor]

    		 This role provides limited write access to the fields on the Case form.

    It provides limited write access to those cases for which the user already has read access provided by another role.

    Limited write access is available for the following fields:
    • Work notes
    • Additional comments
    • Attachments
    • State or stage changes
    • Contributor users
    • Contributor groups
    • Watchlist
    • Work notes list
    Case contributor viewer

    [sn_customerservice.case_contributor_viewer]

    		 This role provides read-only access to all of the tables associated with a case.

    With this role, a user can view the information in the related lists for a case if:

    • The user has been added to the Contributor User field or the Contributor Group field on the Case form.
    • The user has read-only access to cases through another role, such as the case viewer role (sn_customerservice.case_viewer) or the case task agent role (sn_customerservice.case_task_agent).

    With this role, a user can access the following modules in CSM Agent Workspace:All tasks I participate in
    • sn_shn.user
    • wm_read
    Case task agent

    [sn_customerservice.case_task_agent]

    		 This role provides access to case tasks and related case information. A user with this role can work on the following case tasks:
    • Tasks that are assigned to the user or to the user's assignment groups.
    • Tasks that have been created by the user.
    With this role, the user can:
    • View and update assigned case tasks.
    • Create case tasks and assign those tasks to other users.
    • View and update created case tasks.
    • Add work notes, comments, and attachments to case tasks.
    • Update the status of case tasks.
    • Perform additional actions from a case task such as sending email.
    With this role, users have read-only access to customer information for the case:
    • Account and contact records (for B2B cases)
    • Consumer and household records (for B2C cases)
    • Service organization records (business location cases)
    • sn_customerservice.customer_data_viewer
    • sn_customerservice.csm_workspace_user
    • sn_customerservice.case_contributor_editor
    Case task viewer

    [sn_customerservice.case_task_viewer]

    		 This role provides read-only access to all case task records.
    Hinweis:
    When combined with the case viewer role (sn_customerservice.case_viewer), a user can access all customer service cases and all case tasks.
    Case viewer

    [sn_customerservice.case_viewer]

    		 This role provides read-only access to all cases.
    Contact manager

    [sn_customerservice.contact_manager]

    		 User who can manage contacts.
    Customer project manager

    [sn_customerservice.projectmanager]

    		 A user who creates and manages projects for customer accounts.
    • Creates new projects.
    • Sets up project tasks and resource plans.
    • Identifies customer contacts who have access to projects and project tasks.
    • Assigns and manages tasks and dependencies.
    Hinweis:
    This role is added with the Customer Project Management plugin (com.snc.csm_ppm)

    sn_customerservice.customer_data_viewer
    Customer project stakeholder

    [sn_customerservice.projectstakeholder]

    		 A user who is responsible for activities that require viewing customer project details and project tasks.
    Hinweis:
    This role is added with the Customer Project Management plugin (com.snc.csm_ppm)
    Customer Data viewer

    [sn_customerservice.customer_data_viewer]

    		 User with read-only access to customer data entities such as:
    • Install base items
    • Contracts
    • Entitlements
    • Accounts, contacts, and account team members
    • Assets
    • Consumers
    • Sold product
    Hinweis:
    Starting with the Australia release, the Customer Data Viewer [sn_customerservice.customer_data_viewer] role has extended access to the following tables:
    • Account Relationship [account_relationship]
    • Account Relationship Type [sn_customerservice_account_relationship_type]
    • Contact Relationship [sn_customerservice_contact_relationship]
    • Account Consumer [sn_acct_consumer_account_consumer]
    • Consumer Team Member [sn_customer_rel_consumer_to_user]
    • Consumer to Consumer Relationship [sn_customer_rel_consumer_to_consumer]
    • Household Member Relationship [sn_customer_rel_household_member_relationship]
    • Household Team Member [sn_customer_rel_household_to_user]
    • Responsibility Definition [sn_customerservice_responsibility_def]
    • Related Party Configuration [sn_customerservice_related_party_configuration]
    Additionally, it also has access to the following menu modules and workspace lists.
    • Menu modules: Customer, Partners, Contacts, Consumers, and Households
    • Workspace lists: Partners
    De-escalation requester

    [sn_customerservice.deescalation_requester]

    		 User who can deescalate a case or account when the cause of the escalation is resolved.

    sn_customerservice.escalation_requester
    Escalation requester

    (sn_customerservice.escalation_requester)

    		 User who can request an escalation for a case or account.

    sn_customerservice.consumer_agent
    Proxy case creator

    [sn_customerservice.proxy_case_creator]

    		 Users with the proxy case creator role can create customer service cases directly from community questions created by contacts or consumers
    Proxy contact

    [sn_customerservice.proxy_contact]

    		 Role that enables employees to create cases for customer accounts and contacts. Employees can also be proxy case contacts on behalf of customers. Assign this role to employees in your company who are not fulfillers or do not have other CSM-specific roles.
    Users with this role can:
    • Create customer service cases using a record producer.
    • Add work notes and comments to any case.
    • Update the watch list of any case.
    Hinweis:
    The CSM Extension for Proxy Contacts (com.snc.csm_proxy_contacts) plugin adds this role.
    Workspace user

    [sn_customerservice.csm_workspace_user]

    		 This role provides access to case tasks from the following modules in CSM Agent Workspace:
    • My Case Tasks
    • My Group's Case Tasks
    Users can also:
    • Use Agent Assist to search for knowledge articles (if the User Criteria is set to provide access to knowledge).
    • Create email (if the user has write access to the record and the email_composer role).
    • View response templates (if response templates have been configured for the record.
    Hinweis:
    By default, this role is added to the case task agent role (sn_customerservice.case_task_agent).

    For detailed information on the granular admin roles in Custmer Data Foundation (CDF) and their associated privileges, see Platform security granular admin roles.

    Roles installed with the Customer Service Base Entities plugin

    The following roles are installed with the Customer Service Base Entities plugin.

    Tabelle : 4. Customer Service Base Entities roles
    Role Description Contains roles
    CSM admin

    [csm_admin]

    		 Provides admin access to all CSM features and data.
    • sn_shn.admin
    • sn_res_shaper.admin

    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