Assign roles

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read

    • Assign roles to your internal and external users to provide the right access to service organizations, business locations, and households.

    Before you begin

    Role required: admin

    About this task

    The Service Model Foundation plugins add the following roles to Customer Service Management.

    Table 1. Service Model Foundation roles
    Role Description Contains roles
    Location manager contributor

    [sn_customerservice.svc_location_manager_contributor]

    A location manager contributor is employed at the business location and manages a business location in the location hierarchy along with all its child business locations.

    A location manager contributor performs the following tasks:

    • Manage service organization.
    • Manages staff at the business locations.
    • Track products and services at the business locations.
    • Report cases for any account, household, or consumer created at the parent or any child business locations.
    • sn_customerservice.consumer_contributor
    • sn_customerservice.svc_location_manager_core
    • sn_customerservice.service_organization_contributor
    • sn_customerservice.account_contributor
    Location relationship manager

    [sn_bus_loc.location_relationship_manager]

    Note:
    This role only applies to the external business locations.

    A location relationship manager is employed by the parent business and acts as a point of contact for one or more external business locations.

    A location relationship manager performs the following tasks:

    • Manage and monitor all activities related to products and services at an external business location.
    • Monitor the performance of external business locations.
    • Respond to queries on case status from external business location stakeholders.
    		 sn_customerservice.svc_location_manager_contributor
    Location agent

    [sn_customerservice.svc_location_agent]

    Note:
    This role only applies to the internal business location.
    • View all CSM entities.
    • Create cases for any account, household, consumer, or service organization.
    • Fulfill cases for any account, household, consumer, or service organization created at the agent’s location.
    • sn_fsm_servicedesk_agent
    • sn_esm_location_agent
    Location consumer agent

    [sn_customerservice.svc_location_consumer_agent]

    Note:
    This role only applies to the internal business location.
    • View all CSM entities.
    • Create cases for any account, household, consumer, or service organization.
    • Fulfill cases for any account, household, consumer, or service organization created at the service organization or any child service organization.
    • Assign related staff to any account, household, or consumer.
    • sn_fsm_servicedesk_agent
    • sn_esm_location_agent
    Location manager

    [sn_customerservice.svc_location_manager]

    Note:
    This role only applies to the internal business locations.
    • View all of the CSM entities for a related account, household, consumer, or service organization.
    • Create, update, and close cases for any related account, household, consumer, or service organization created at the consumer’s location.
    • sn_fsm_servicedesk_agent
    • sn_customerservice.svc_location_agent
    • email_client_quick_message_author
    • sn_templated_snip.template_snippet_writer
    • sn_customerservice.svc_location_manager_core
    • sn_shn.admin
    • approver_user
    • sn_customerservice.svc_location_consumer_agent
    Relationship agent

    [sn_customerservice.relationship_agent]

    		 Manage cases for the accounts, contacts, consumers, and households that the agent has relationships with.
    This 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.
    • agent_workspace_user
    • sn_fsm_servicedesk_agent
    • snc_internal
    • sn_templated_snip.template_snippet_reader
    • sn_customerservice.csm_workspace_user
    • sn_shn.editor
    • email_composer
    Service Management location agent

    [sn_esm_location_agent]

    		 A service management agent role for a business location.
    • sn_lookup_verify_user
    • assignment_workbench
    • knowledge
    • agent_workspace_user
    • actsub_user
    • template_editor
    • chat_admin
    • cmdb_read
    • agent_schedule_user
    • interaction_agent
    • sn_templated_snip.template_snippet_reader
    • sn_customerservice.csm_workspace_user
    • sn_shn.editor
    • email_composer
    • template_editor_global
    Note:
    Contributor users like relationship contributor, account contributor, or consumer contributor associated to business locations are able to access the business locations only if they have a location contributor role.

    Procedure

    • You can assign roles to users using the Service Model Foundation guided setup.
    • You can also assign roles to users using the ServiceNow AI Platform user administration feature: Assign a role to a user.