Assign roles to CSM users

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Roles control access to features, capabilities, and data in the Customer Service Management application.

    Before you begin

    Role required: admin

    Before you can assign roles to your users, make sure that these users have already been configured.

    About this task

    You can assign roles to individual users or groups. Apply roles to groups and the members of those groups inherit those roles.

    The Customer Service Management application provides two types of roles: internal roles for agents and managers and external roles for customers, customer partners, and consumers.

    Table 1. Internal and External roles for Customer Service Management
    Internal Roles External Roles
    Business-to-business (B2B)
    • sn_customerservice_agent
    • sn_customerservice_manager
    		 Business-to-business (B2B) Customer
    • sn_customerservice.customer
    • sn_customerservice.customer_admin
    • sn_customerservice.customer_case_manager
    Business-to-consumer (B2C)
    • sn_customerservice.consumer_agent
    • sn_customerservice_manager
    		 Business-to-business (B2B) Partner
    • sn_customerservice.partner
    • sn_customerservice.partner_admin
    Business-to-consumer (B2C)

    sn_customerservice.consumer

    Procedure