---
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 required for B2B2C data models

# Roles required for B2B2C data models {#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

With the B2B2C model, organizations across industries can easily configure
multi-level customer relationships and support business customers who, in turn, support
their end consumers.

Customer data models for B2B2C require different roles, depending on the tasks you perform.
{#rolesforb2b2c__table_nkn_3tg_4qb__entry__2}

| Role | Tasks |
|-|-|
| sn_customerservice_agent (customer service agent) | Create a case for an account consumer from platform or Customer Service Management (CSM) workspaces to track issues. See [Create cases for an account consumer](https://servicenow-prod.fluidtopics.net/3EKFsmkBZaKGadmggWsuRQ "Customer service agents and agent managers can create cases using the Customer Service Management application."). |
| awa_agent and sn_customerservice_agent | Accept a chat request on CSM workspaces and create a case from the chat interaction. |
| sn_customerservice_manager (customer service manager) | Associate consumers to an account to identify the end consumers who are using products or services. Associate install base items/sold products with account consumers to track the end consumer issues. |
| sn_acct_consumer.consumer (account consumer) | View sold products/install bases items to track the instances provisioned for your account and the products or services sold to your account. Create a case for install base items or sold products issues from the CSM portal. You get email notifications when a case is created, commented, resolved, or closed. See [Create a case from the CSM portal](https://servicenow-prod.fluidtopics.net/qeuRcAqEr1Z58tlBg7obTw "Create a case about a question or issue on a product from the Customer Service Portal."). |
| sn_customerservice.customer (account contact) | View sold products/install bases items to track end consumer issues. See[View install base information from the Customer Service Portal](https://servicenow-prod.fluidtopics.net/Y_B6XwfJefPG0vq1llhhLQ "View a list of install base to track the instances provisioned for your account and which products or services run on them.") and [View products information from the Customer Service Portal](https://servicenow-prod.fluidtopics.net/gjoAYAHpFCRIRfq6mcuCAw "View a list of products to track the products or services sold to your account and manage your services using service catalogs."). Create a case for an account consumer to track consumer issues. See [Create cases for an account consumer](https://servicenow-prod.fluidtopics.net/qeuRcAqEr1Z58tlBg7obTw "Create a case about a question or issue on a product from the Customer Service Portal."). |
[Tabela 1. Roles required]

{#rolesforb2b2c__table_nkn_3tg_4qb}