---
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


---

# Roles

# Service Model Foundation roles {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 min. de leitura

Roles that are included with the plugins that enable the Service Model Foundation feature.
The following table describes the roles that the administrator can assign to the internal users.  
{#csm-data-model-roles__table_tsh_2rs_jlb__entry__4}

| Role | Responsibility | Description | Contains roles |
|-|-|-|-|
| Location agent \[sn_customerservice.svc_location_agent\] | Location agent | Create and fulfill cases for the accounts and contacts in the agent's business location. | * sn_fsm_servicedesk_agent * sn_esm_location_agent {#csm-data-model-roles__ul_rfd_shd_2mb} |
| Location consumer agent \[sn_customerservice.svc_location_consumer_agent\] | Location consumer agent | Create and fulfill cases for the consumers and households in the agent's business location. | * sn_fsm_servicedesk_agent * sn_esm_location_agent {#csm-data-model-roles__ul_wxx_shd_2mb} |
| Location manager \[sn_customerservice.svc_location_manager\] | Location Manager Fulfiller | Create and update cases for accounts, contacts, consumers, and households that work with the business locations within their location hierarchy. | * sn_fsm_servicedesk_agent * sn_customerservice.svc_location_agent * sn_customerservice.svc_location_consumer_agent * email_client_quick_message_author * sn_templated_snip.template_snippet_writer * sn_shn.admin * approver_user * sn_publication.approver {#csm-data-model-roles__ul_h1b_thd_2mb} |
| Location manager contributor \[sn_customerservice.svc_location_manager_contributor\] | Location Manager Contributor | Manage service organizations and create cases for accounts, households, or consumers at the service organization or any of its child service organizations. | * sn_customerservice.service_organization_contributor * sn_customerservice.svc_location_manager_core * sn_customerservice.consumer_contributor * sn_customerservice.account_contributor {#csm-data-model-roles__ul_nrj_tcn_lhc} |
| Location Project Member \[sn_bus_loc.location_project_stakeholder\] | None | Views project details and project tasks of their respective business location. Marks customer visible project tasks as complete. | None |
| Location Project Manager Contributor \[sn_bus_loc.location_manager_project_stakeholder\] | None | Views project details and project tasks of their respective business location and child business locations. Marks customer visible project tasks as complete. | None |
| EBL Viewer \[sn_bus_loc.ebl_viewer\] | None | Views all external business location details and location staff | None |
| IBL viewer \[sn_bus_loc.ibl_viewer\] | None | Views all internal business location details and location staff. | None |
| Service Organization Project Manager \[sn_service_org.project_manager\] | None | This role can perform the following actions: * Project initiation: Creates and launches projects Nota: Service Organization project manager and customer project manager can access all project modules. * Project planning: Develops project plans, such as, task assignments and resource allocation. Nota: On task assignment, an automated mail is generated. Update "Send Email to Contact when Customer Project Task is assigned" flow to disable or enable notifications. * Task management: Monitors and manages task dependencies and execution. * Coordination: Views and collaborates with location staff, assigning, and tracking tasks of their respective location. {#csm-data-model-roles__ul_b1v_nv3_tdc} | * sn_bus_loc.ibl_viewer * sn_bus_loc.ebl_viewer {#csm-data-model-roles__ul_ewp_dz3_tdc} |
| Relationship agent \[sn_customerservice.relationship_agent\] | None | This role restricts an agent's access to only those cases for the accounts, contacts, consumers, and households that they have a relationship with. This role includes the following relationships that are provided with the Service Model Foundation plugins: * Account Manager: Creates a relationship between an internal user and an account. * Relationship Manager: Creates a relationship between an internal user and a consumer or a household. {#csm-data-model-roles__ul_o3x_zys_jlb} | * agent_workspace_user * snc_internal * sn_shn.editor * email_composer * sn_fsm_servicedesk_agent * sn_customerservice.csm_workspace_user * sn_templated_snip.template_snippet_reader {#csm-data-model-roles__ul_nd2_thd_2mb} |
| Service Management agent \[sn_esm_location_agent\] | None | A service management agent role for a business location | * sn_lookup_verify_user * assignment_workbench * knowledge * agent_workspace_user * chat_admin * cmdb_read * agent_schedule_user * interaction_agent * sn_templated_snip.template_snippet_reader * sn_shn.editor * template_editor * email_composer * template_editor_global {#csm-data-model-roles__ul_lch_thd_2mb} |
| Location Support agent \[sn_bus_loc.svc_location_support_agent\] | Location Support Agent | This role resolves the cases originated from other business organizations, ensuring access to required information and other details, and facilitating efficient coordination with store personnel Nota: This role only applies to the internal business location. | sn_esm_location_agent |
| Service organization contributor \[sn_customerservice.service_organization_contributor\] | Location Contributor | This user: * works with accounts and contacts, consumers, and households * uses the Customer or Consumer Service Portal to assist customers * search knowledge articles and catalog items. * create cases on behalf of their business location, including cases for catalog items (requests), and follow up on those cases. * create cases from communication channels available to customers including phone, web, chat, Virtual Agent, and messaging. * view and follow up on other cases created for the user's business location. {#csm-data-model-roles__ul_wvf_ryy_khc} If also an internal user on a case, this user can: * add additional comments and attachments * accept or reject a solution * close a case * receive notifications of case updates * read work notes {#csm-data-model-roles__ul_lpb_1zy_khc} | * sn_customerservice.case_contributor_creator * sn_service_org.service_criteria_read * sn_service_org.customer_criteria_read {#csm-data-model-roles__ul_wy5_rzy_khc} |
[Tabela 1. Service Model Foundation roles]

{#csm-data-model-roles__table_tsh_2rs_jlb}

## Granular roles {#csm-data-model-roles__section_fxn_psm_33c}

{#csm-data-model-roles__table_s4c_rsm_33c__entry__4}

| Role name | Description | Inherited by | Inherits |
|-|-|-|-|
| sn_service_org.service_org_delete | Provides delete access to service organization, business location, internal business location, and external business location | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_external_staff_create | Provides create access to service organization external staff | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_external_staff_read | Provides read access to service organization external staff | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_external_staff_write | Provides write access to service organization external staff | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_external_staff_delete | Provides delete access to service organization external staff | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_assignment_group_create | Provides create access to service organization assignment groups | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_assignment_group_read | Provides read access to service organization assignment groups | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_assignment_group_write | Provides write access to service organization assignment groups | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_assignment_group_delete | Provides delete access to service organization assignment groups | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_criteria_create | Provides create access to organization criteria | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_criteria_read | Provides read access to organization criteria | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_criteria_write | Provides write access to organization criteria | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_criteria_delete | Provides delete access to organization criteria | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_customer_criteria_create | Provides create access to organization customer criteria | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_customer_criteria_read | Provides read access to organization customer criteria | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_customer_criteria_write | Provides write access to organization customer criteria | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_customer_criteria_delete | Provides delete access to organization customer criteria | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_offering_service_read | Provides all CRUD access to outsourced customer service flow | No | * sn_service_org.service_external_staff.create * sn_service_org.service_external_staff.read * sn_service_org.service_external_staff.write * sn_service_org.service_external_staff.delete * sn_contractor.outsourced_service_provider_create * sn_contractor.outsourced_service_provider_read * sn_contractor.outsourced_service_provider_write * sn_contractor.outsourced_service_provider_delete * sn_contractor.outsourced_service_provider_criteria_create * sn_contractor.outsourced_service_provider_criteria_read * sn_contractor.outsourced_service_provider_criteria_write * sn_contractor.outsourced_service_provider_criteria_delete * sn_csm_ocs.sn_csm_ocs_case_transfer_request_create * sn_csm_ocs.sn_csm_ocs_case_transfer_request_read * sn_csm_ocs.sn_csm_ocs_case_transfer_request_write * sn_csm_ocs.sn_csm_ocs_case_transfer_request_delete {#csm-data-model-roles__ul_jyj_vsm_33c} |
| sn_contractor.outsourced_service_provider_create | Provides create access to outsourced service providers | sn_csm_ocs.csm_ocs_admin | No |
| sn_contractor.outsourced_service_provider_read | Provides read access to outsourced service providers | sn_csm_ocs.csm_ocs_admin | No |
| sn_contractor.outsourced_service_provider_write | Provides update access to outsourced service providers | sn_csm_ocs.csm_ocs_admin | No |
| sn_contractor.outsourced_service_provider_delete | Provides delete access to outsourced service providers | sn_csm_ocs.csm_ocs_admin | No |
| sn_contractor.outsourced_service_provider_criteria_create | Provides create access to outsourcing criteria | sn_csm_ocs.csm_ocs_admin | No |
| sn_contractor.outsourced_service_provider_criteria_read | Provides read access to outsourcing criteria | sn_csm_ocs.csm_ocs_admin | No |
| sn_contractor.outsourced_service_provider_criteria_write | Provides update access to outsourcing criteria | sn_csm_ocs.csm_ocs_admin | No |
| sn_contractor.outsourced_service_provider_criteria_delete | Provides delete access to outsourcing criteria | sn_csm_ocs.csm_ocs_admin | No |
| sn_csm_ocs.csm_ocs_case_transfer_request_create | Provides create access to outsourced case transfer requests | sn_csm_ocs.csm_ocs_admin | No |
| sn_csm_ocs.csm_ocs_case_transfer_request_read | Provides read access to outsourced case transfer requests | sn_csm_ocs.csm_ocs_admin | No |
| sn_csm_ocs.csm_ocs_case_transfer_request_write | Provides write access to outsourced case transfer requests | sn_csm_ocs.csm_ocs_admin | No |
| sn_csm_ocs.csm_ocs_case_transfer_request_delete | Provides delete access to outsourced case transfer requests | sn_csm_ocs.csm_ocs_admin | No |
[Tabela 2. Granular roles]

{#csm-data-model-roles__table_s4c_rsm_33c}
**Referência relacionada**   

* [Granular admin roles](https://servicenow-prod.fluidtopics.net/S1q8q4j7dHYemrqB7QLvUQ "Granular admin roles enable organizations to assign specific administrative permissions based on functional responsibilities, replacing broad admin access with targeted role assignments.")