Using Customer Data Models for B2B2C

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

    • 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.

    Role required: There are various different roles required for Customer Data Models for B2B2C based on the tasks you perform.

    Table 1. Roles required
    Role Tasks
    sn_customerservice_agent (customer service agent) Create a case for an account consumer from platform or CSM workspaces to track issues. See Create cases for an account consumer.
    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 keep track of 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 will get email notifications when a case is created, commented, resolved, or closed. See Create a case from the CSM portal.
    sn_customerservice.customer (account contact) View sold products/install bases items to track end consumer issues. SeeView install base information from the Customer Service Portal and View products information from the Customer Service Portal.

    Create a case for an account consumer to keep track of consumer issues. See Create cases for an account consumer.