Assign user roles in Sales and Order Management applications

  • Release version: Washingtondc
  • Updated May 7, 2024
  • 5 minutes to read
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    Summary of Assign User Roles in Sales and Order Management Applications

    The Sales and Order Management applications utilize roles to manage access to features, ensuring data security and defining user responsibilities within your organization. Roles are essential for controlling actions in areas such as Opportunity Management, Quote Management, Product Catalog Management, Pricing Management, and Order Management. You can assign roles to users and groups using the ServiceNow AI Platform's user administration feature.

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    Key Features

    • Opportunity Management Roles: Includes roles like Sales Agent, Sales Manager, and Sales Operations Specialist to manage opportunities effectively.
    • Quote Management Roles: Similar to Opportunity Management, with Sales Agents and Managers focusing on quote conversion.
    • Product Catalog Management Roles: Roles such as Product Catalog Manager and Viewer allow for comprehensive product specification management.
    • Pricing Management Roles: Pricing roles enable the creation and management of pricing entities, with granular roles for detailed permissions.
    • Order Management Roles: Includes roles for Order Fulfillment Managers and Agents, allowing for detailed oversight and approval processes of orders.
    • Service Order Management Roles: Facilitates management of service orders with roles for Service Order Managers and Agents.
    • Fallout Management Roles: Enables tracking and management of fallout records through specific roles for Managers and Agents.

    Key Outcomes

    By assigning appropriate roles, organizations can ensure that users have the necessary access to perform their functions effectively. This structure improves operational efficiency, enhances data security, and provides clear definitions of responsibilities within the Sales and Order Management applications. Understanding and utilizing these roles allows for more streamlined processes and accountability in managing sales and order workflows.

    The Sales and Order Management applications use roles to control access to features and capabilities. Roles also determine access to information for data security, identify users, and define the work that they perform in your organization.

    Overview of roles

    Roles define the functions available to you in the Sales and Order Management applications, including:
    • Opportunity Management
    • Quote Management
    • Product Catalog Management
    • Pricing Management
    • Order Management
    Assign roles to users and groups by using the ServiceNow AI Platform user administration feature.

    Opportunity Management roles

    The roles in the following table apply to Opportunity Management. To learn more about these roles, see Opportunity Management.
    Role Description
    Sales agent [sn_sales_common.sales_agent] Identifies, nurtures, and converts opportunities into successful sales. Creates, reads, and updates opportunities.
    Sales Manager [sn_sales_common.sales_manager] Reviews open opportunities and assigns them to sales agents. Creates, reads, and updates opportunities.
    Sales Operations Specialist [sn_sales_common.sales_ops_specialist] Enhances efficiency and accuracy in sales operations. Configures sales processes in an organization.
    sn_opty_mgmt_core.opportunity_setup_viewer Granular role that has access to sale cycle and stages.
    sn_opty_mgmt_core.opportunity_setup_writer Granular role that has access to sales cycle and stages.
    sn_opty_mgmt_core.opportunity_viewer Read access to all Opportunity tables such as header and line items.
    sn_opty_mgmt_core.opportunity_writer Read access to all Opportunity tables such as header and line items.

    Quote Management roles

    The roles in the following table apply to Quote Management.
    Role Description
    Sales Agent [sn_sales_common.sales_agent] Identifies, nurtures, and converts quotes into successful sales.
    Sales Manager [sn_sales_common.sales_manager] Assigns quotes to sales agents or sales teams.
    Sales Operation Specialist [sn_sales_common.sales_ops_specialist] Enhances efficiency and accuracy in sales operations. Configures sales processes in sales operations.

    Product Catalog Management roles

    The roles in the following table apply to Product Catalog Management.
    Product catalog role Description
    Product Catalog Manager [sn_prd_pm.product-catalog_manager] Create, read, update, and delete product, service, and resource specifications.
    Product Catalog Admin [sn_prd_pm.product-catalog_admin] Create, read, update, and delete product, service, resource specifications, characteristics, and characteristic options. Can also export and import catalog entities and set up any catalog-related system properties.
    Product Catalog Viewer [sn_prd_pm.product-catalog_viewer] Read access to product, service, resource specifications, characteristics, and characteristic options.

    Pricing Management roles

    The roles in the following table apply to Pricing Management.

    Pricing role Description
    Price List Admin [sn_csm_pricing_pricelist_administrator] Create, update, and read pricing entities. Can also export and import pricing entities, set up or edit pricing-related system properties, and view transaction logs.
    Price List Manager [sn_csm_pricing_pricelist_manager] Create, update, and read pricing entities.

    Granular roles for Pricing Management

    As an admin, you can set the following granular roles in Pricing Management.
    Table 1. Granular roles for pricing
    Granular role Description
    Price List Writer (sn_csm_pricing.pricelist_writer) Read, write, and delete access to pricing entities. To delete a pricing entity such as a price list or cost book, the pricing entity must be in Draft state.
    Price List Viewer (sn_csm_pricing.pricelist_viewer) Read access to pricing entities such as price lists, price list lines, cost books, and cost book lines.

    Order Management roles

    Order Management uses the roles in the following set of tables to control and manage the application features and access to the application. The following roles are explained in this section.

    • Order management roles
    • Service order management role
    • Fallout management

    Order management roles

    The roles in the following table apply to Order Management.
    Role Description
    Order Fulfillment Manager [sn_ind_tmt_orm.order_fulfillment_manager] View and edit access to product orders, product order tasks, service orders, and resource orders. Fulfillment managers with this role can view, but not edit, order fallout records.

    The Order Fulfillment Manager receives orders, reviews order line items, checks that orders are ready for fulfillment, and then approves them.
    Order Fulfillment Agent [sn_ind_tmt_orm.order-fulfillment_agent] View access to product orders, product order tasks, service orders, and resource orders.

    Agents with this role can also view, but not edit, order fallout records. Order Fulfillment Agents can edit some fields on the product order tasks. After the Order Fulfillment Manager approves an order, the agent performs these tasks. This role also includes the Order Viewer [order_view] role.
    Order Approver [order_approver] View access to customer orders and product catalog data. Users with this role can approve customer orders but can't create, update, or delete an order like an Order Fulfillment Manager or Order Fulfillment Agent would do. This role also includes the Order Viewer [order_view] role.
    Order Viewer [order_viewer] View access to customer orders, product orders, product order tasks, service orders, and resource orders.

    You should also grant an Order Viewer with the sn_prd_pm.product_catalog_viewer role to access the product catalog data.

    Note:
    The Order Approver and Order Viewer roles are included in the Order Management Business Stakeholder role, which has a fee associated with it. Don’t assign these roles to users without confirming that your organization has the appropriate entitlement. To learn more, see Activate Business Stakeholder.

    Granular roles for fulfillment

    As an admin, you can use predefined granular roles to control access to specific features or information. The following predefined granular roles are available for fulfillment.
    Table 2. Fulfillment granular roles
    Granular role Description
    Fulfillment Viewer [sn_ind_tmt_orm.fulfillment_viewer] Role that provides a user with read access to fulfillment tables: order tasks, domain orders, product orders, resource orders, and service orders.
    Fulfillment Writer [sn_ind_tmt_orm.fulfillment_ writer] Role that provides a user with read and write access to fulfillment tables: order tasks, domain orders, product orders, resource orders, and service orders. This role includes the Fulfillment Viewer [sn_ind_tmt_orm.fulfillment_viewer] role.

    Service order management roles

    The roles in the following table apply to Service order management.

    Role Description
    Service Order Manager [sn_ind_tmt_orm.service_order_manager] View and edit service order requests, service orders, resource orders, and related fulfillment tasks. A manager with this role can also view, but not edit, order fallout records.

    The Service Order Manager can review external service order requests, review service order line items, checks that service orders are ready for fulfillment, and then approve them.
    Service Order Agent [sn_ind_tmt_orm.service_order_agent] View access to service order requests, service orders, resource orders, and related fulfillment tasks. Service Order Agents can edit some fields on the service order tasks. After the Service Order Fulfillment Manager approves a service order, the agent performs these tasks. This role also includes the Order Viewer [order_view] role.

    Fallout management roles

    The roles in the following table apply to Fallout management.

    Role Description
    Fallout Manager [sn_fallout_mgmt.fallout_manager]

    Create, view, assign, and edit fallout records. Managers with this role can also view order tasks and domain orders.
    Fallout Agent [sn_fallout_mgmt.fallout_agent]

    View fallout records. Agents with this role can also update the state of fallout records and create work notes on them.