---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Access limitations for external location agents

# Access limitations for external location agents {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Explore the limitations that an external location agent faces when using various platform modules during case resolution. You can use this topic to get a comprehensive overview of the modules that are supported and unsupported
with the external location agent persona.

## Supported and unsupported modules {#access-limitations-for-ext-loc-agent__section_ak2_jwd_ybc}

List of modules and submodules under the customer service platform that are supported and unsupported:{#access-limitations-for-ext-loc-agent__table_fjn_lyd_ybc__entry__3}

| Modules | Submodules | Supported/unsupported |
|-|-|-|
| Overview |   | Supported |
| Knowledge |   | Supported |
| Cases | Create New | Supported |
| Cases | My Cases | Supported |
| Cases | Assigned to My Locations | Supported |
| Cases | Requested by My Locations | Supported |
| Cases | All | Supported |
| Cases | Open | Supported |
| Cases | Unassigned | Supported |
| Cases | Escalated | Supported |
| Escalations | All | Supported |
| Customer | Partners | Supported |
| Customer | Accounts | Supported |
| Customer | Contacts | Supported |
| Customer Relationships | Account Team Members | Supported |
| Service Organization | Internal Business Locations | Supported |
| Service Organization | External Business Locations | Supported |
| Service Organization | Service Organization External Staffs | Supported |
| Contracts | Service Contracts | Unsupported |
| Contracts | Entitlements | Unsupported |
| Products | Assets | Supported |
| Products | Product Models | Unsupported Nota: All configuration management database (CMDB) tables are unsupported. |
| Products | Outsourced Service Providers | Supported |
| Interaction | All | Unsupported |
| Interaction | Active | Unsupported |
| Interaction | Assigned to Me | Unsupported |
| Interaction | Overview | Unsupported |
| Special Handling Notes | Special Handling Notes | Supported |
| Configuration |   | Unsupported |
| KnowledgeArticles | Create New | Unsupported |
| KnowledgeArticles | Import Articles | Unsupported |
| KnowledgeArticles | Open Submissions | Unsupported |
| KnowledgeArticles | Unpublished | Supported |
| KnowledgeArticles | Published | Supported |
| KnowledgeArticles | Retired | Supported |
| KnowledgeArticles | All | Supported |
| KnowledgeFeedback Management | My Flagged | Supported |
| KnowledgeFeedback Management | My Submitted Tasks | Supported |
| KnowledgeFeedback Management | My Assigned Tasks | Supported |
| KnowledgeFeedback Management | My Closed Tasks | Supported |
| KnowledgeHomepage |   | Supported |
| KnowledgeNotification Settings |   | Unsupported |
| Email Client | Email Drafts | Unsupported |
| Workspaces | CSM Configurable Workspace | Unsupported Nota: All aspects of the workspace experience remain inaccessible to external location agents. |
[ ]

{#access-limitations-for-ext-loc-agent__table_fjn_lyd_ybc}  
Other notable limitations:

* The Launch Interactive Analysis option in the Case list form context menu isn't functional.
* Related cases can't be accessed from the related search results on the Case.
{#access-limitations-for-ext-loc-agent__ul_shp_2h2_ybc}  
However, with an external business location as a fulfiller, the external location agents can:

* Access Service Model Foundation data, such as internal business location, external business location, service organization members, and responsibilities, on the platform.
* Access customer foundation data, including accounts, contacts, sold products, and install base items on the platform.
* Access the case form on the platform.
* Self-assign and start working on a case.
* View related search results.
* Add comments or work notes.
* View the activity stream, work notes, and case timelines.
* Add resolution notes, propose a solution, and close the case.
* Create and update case tasks.
* View service definitions.
{#access-limitations-for-ext-loc-agent__ul_s3d_xh2_ybc}