Supported and unsupported roles and features

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Supported and Unsupported Roles and Features

    This document outlines the capabilities and limitations of the unified consumer role (sncustomerservice.unifiedconsumer) in the Customer Service Management (CSM) application. It details which roles and features are supported or unsupported, helping ServiceNow customers understand user permissions and functionality within the CSM framework.

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    Key Features

    • Supported Roles:
      • Administrator: Can set up unified consumer users.
      • Unified Consumer: External users with consumer-like capabilities.
    • Unsupported Roles:
      • Customer Service Manager
      • Customer Service Agent
      • Various contributor roles (e.g., Account Contributor, Consumer Contributor)
    • Supported Features:
      • Case Management
      • Inbound/Outbound Email Notifications
      • Service Catalog Product
      • Asset Management
      • APIs
    • Unsupported Features:
      • Case Digest
      • Order Management
      • Knowledge Management

    Key Outcomes

    By understanding the supported and unsupported roles and features, ServiceNow customers can effectively configure their CSM environment, ensuring that users have the correct permissions for their needs. This clarity helps optimize user experience and operational efficiency within the Customer Service Management application.

    Explore the capabilities and limitations of the unified consumer role (sn_customerservice.unified_consumer) within the Customer Service Management (CSM) application. You can use this topic to get a comprehensive overview of the specific roles and features that are supported and unsupported with the unified consumer role.

    Table 1. Supported and unsupported roles and personas
    Supported or unsupported Persona and role [Role Name] Internal role(s) External role(s) Description
    Supported Administrator Admin [admin] An administrator is someone who can set up unified consumer users.
    Internal unified consumer Internal employee [snc_internal]
    Note:
    Can have other internal roles across non-CSM applications.

    Unified consumer [sn_customerservice.unified_consumer

    Note:
    The unified consumer role doesn't contain snc_external roles.
    		 An employee (internal user) who is also a consumer (external).
    External unified consumer
    • Unified Consumer [sn_customerservice.unified_consumer]
    • External users [snc_external]
    		 A user similar to a consumer [sn_customerservice.consumer], but with the unified consumer role.
    Unsupported Customer Service Management (CSM) fulfiller as a consumer
    • Customer service manager [sn_customerservice_manager]
    • Relationship agent [sn_customerservice.relationship_agent]
    • Case task agent [sn_customerservice.case_task_agent]
    • Account customer agent [sn_acct_consumer.agent]
    • Location consumer agent [sn_customerservice.svc_location_consumer_agent]
    • Location agent [sn_customerservice.svc_location_agent]
    • Location manager [sn_customerservice.svc_location_manager]
    • Location relationship manager [sn_bus_loc.location_relationship_manager]
    • Customer service agent [sn_customerservice_agent]
    • Consumer service agent [sn_customerservice.consumer_agent]
    		 Unified Consumer [sn_customerservice.unified_consumer] A customer service agent who is also a consumer.
    CSM contributor as a consumer
    • Account contributor [sn_customerservice.account_contributor]
    • Consumer contributor [sn_customerservice.consumer_contributor]
    • Relationship contributor [sn_customerservice.relationship_contributor]
    • Self-contributor [sn_customerservice.self_contributor​]
    • Service organization contributor [sn_customerservice.service_organization_contributor]
    • Location manager contributor [sn_customerservice.svc_location_manager_contributor]
    		 Unified Consumer [sn_customerservice.unified_consumer] An employee (internal contributor) who can create cases on behalf of themselves and others, but is also a consumer.
    Employee as an account-consumer (B2B2C) Internal employee [snc_internal] Account consumer [sn_acct_consumer.consumer] An employee who is also a consumer for a business-customer (B2B2C).
    Table 2. List of supported and unsupported features and workflows
    Supported or unsupported Features and workflows
    Supported
    • Case Management
    • Case Tasks
    • Install Base Management​
    • Inbound/Outbound Email Notifications
    • Targeted Communications
    • Service Catalog Product​ Case
    • Consumer Profile and Consumer Profile Locations
    • Household​
    • Case Application Programming Interface (APIs)​​
    • Asset (IT Asset Management)
    • Contracts and Entitlements​
    • Contracts on Sold Product or Install Base Items
    • Virtual Agent or​ Agent Chat
    • Live Agent Chat
    • Look up and Verify
    Unsupported
    • Case Digest
    • Case Escalations
    • Case Types
    • Case Playbooks for Complaint
    • Case Playbooks for Onboarding
    • Order Management
    • Omnichannel Callback
    • Engagement Messenger
    • ServiceNow Voice for CSM
    • Business Location
    • Walk-up Experience for Customer Service Management
    • Knowledge Management
    • Communities
    • CSM Integrations
      • Customer Service Management and Field Service Management Integration
      • Customer Service Management and Request Management Integration
      • Customer Service Management and Asset Management Integration
    • Field Service Management
      • Work Orders and Work Order Tasks
      • Appointment Booking
      • Conversational Appointment Booking