---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Assign roles to CSM users

# Assign roles to CSM users {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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.

* [Configure users and
  groups](https://servicenow-prod.fluidtopics.net/wSmN8YVgkJVbMWIRTWP3Ng "A user is an individual who can access your instance and a group is a set of users who share a common purpose. The users associated with a group are listed as group members.")
* [Configure accounts and
  contacts](https://servicenow-prod.fluidtopics.net/g0482PF8LRcz~kDtDKycrQ#configure-csm-accounts-contacts "An account is a supported external customer and a contact is a user who is an employee of an account.")
* [Configure consumers](https://servicenow-prod.fluidtopics.net/c_bVaD8ekEaigjHgWtZQSw#configure-csm-consumers "A consumer is a customer in the business-to-consumer (B2C) business model.")
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## 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.  
{#assign-csm-roles__table_ql1_rw4_rkb__entry__2}

| Internal Roles | External Roles |
|-|-|
| Business-to-business (B2B) * sn_customerservice_agent * sn_customerservice_manager {#assign-csm-roles__ul_tsw_5w4_rkb} | Business-to-business (B2B) Customer * sn_customerservice.customer * sn_customerservice.customer_admin * sn_customerservice.customer_case_manager {#assign-csm-roles__ul_iln_cx4_rkb} |
| Business-to-consumer (B2C) * sn_customerservice.consumer_agent * sn_customerservice_manager {#assign-csm-roles__ul_eg5_yw4_rkb} | Business-to-business (B2B) Partner * sn_customerservice.partner * sn_customerservice.partner_admin {#assign-csm-roles__ul_xcz_fx4_rkb} |
|   | Business-to-consumer (B2C) sn_customerservice.consumer |
[Table 1. Internal and External roles for Customer Service Management]

{#assign-csm-roles__table_ql1_rw4_rkb}

## Procedure

* You can assign roles to users and groups using guided setup.
* You can also assign roles to users and groups using the ServiceNow AI Platform user administration feature.  
  * [Assign a role to
    a user](https://www.servicenow.com/docs/access?context=t_AssignARoleToAUser&version=xanadu&pubname=xanadu-platform-administration&ft:locale=en-US)
  * [Assign a role to
    a group](https://www.servicenow.com/docs/access?context=t_AssignRoleToGroup&version=xanadu&pubname=xanadu-platform-administration&ft:locale=en-US)
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**Related reference**   

* [Roles installed with Customer Service Management](https://servicenow-prod.fluidtopics.net/ub0h_RZPPHEQT0S3aJduxg "The Customer Service Management application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users.")