Customer Project Management personas, roles, and tables

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

    • An overview of the tasks that can be performed by the different Customer Project Management roles.

    Personas and roles

    The following table lists the personas, their description and the roles included with them.

    Table 1. Customer Service Management personas and roles
    Persona Description Required roles
    Customer project manager 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.
    • it_project_manager
    • sn_customerservice.projectmanager
    Project stakeholder A user who is responsible for activities that require viewing customer project details and project tasks.
    • sn_customerservice.projectstakeholder
    • At least one CSM role
    Customer service agent A user who can create cases from projects and project tasks and resolve cases within the set SLA.
    • Works on cases created from projects and project tasks.
    • Communicates with the customer on case status.
    • sn_customerservice_agent
    • sn_customerservice.projectstakeholder
    Customer An external user who is responsible for overseeing the project delivery.
    • Reviews project status and progress on the Customer Service Portal.
    • Completes assigned tasks.
    • Creates cases for project issues.
    		 Any of the following CSM external roles:
    • sn_customerservice.customer
    • sn_customerservice.customer_admin
    • sn_customerservice.partner
    • sn_customerservice.partner_admin

    Tables

    Tables are added with activation of Customer Service Management.
    Table 2. Customer Service Management tables
    Table Description
    Customer Project

    [customer_project]

    		 Stores customer projects.
    Customer Project Task

    [customer_project_task]

    		 Stores customer project tasks
    Project Contact

    [project_contact]

    		 Stores project contacts.
    The following columns are added to the Case table:
    • Customer Project
    • Customer Project Task
    • Issue
    • Project Change Request