Assign responsibilities

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

    • Use the responsibility data model to assign responsibilities to a service organization (SO) member.

    Before you begin

    Role required: admin

    About this task

    Businesses often need staff to work at more than one business location, and they can have different responsibilities at different locations. Using the responsibility data model, an SO member can be assigned multiple responsibilities.

    The responsibility data model maintains the relationship between the SO member and the type of responsibility within the Service Organization Member Responsibilities [sn_csm_svc_org_member_responsibility] table.
    Note:
    If the business location plugin is active, this feature is enabled by default. However, for upgrade customers, the data in the [sn_csm_svc_org_member_responsibility] table will be auto-populated for existing SO members to ensure that they retain as much access after the upgrade. Any new records created after the Xanadu release must be created using the following steps.

    Procedure

    1. Navigate to All > Customer Service > Service Organizations > Internal/External Business Locations.
    2. Open the business location (internal or external) record.
    3. Open the SO Member record from the Members related list.
    4. Select New to create a record in the SO Member Responsibilities [sn_csm_svc_org_member_responsibility] table.
      The Service Organization Member Responsibility record shows two fields: Member and Type.
      Note:
      The Member field refers to the [sn_csm_service_organization_member] table. This field is auto-populated if the record is initiated from the SO Member related list, while the Type field refers to the [sn_customerservice_related_party_configuration] table.
      With the base system, users with a specific role can be assigned a particular type.
      Table 1. User roles and associated types
      Role Description
      sn_customerservice.svc_location_agent Location Agent
      Note:
      This role only applies to the internal business location.
      sn_customerservice.svc_location_consumer_agent Location Consumer Agent
      Note:
      This role only applies to the internal business location.
      sn_customerservice.service_organization_contributor Location Contributor
      sn_customerservice.svc_location_manager_contributor Location Manager Contributor
      sn_customerservice.svc_location_manager Location Manager Fulfiller
      Note:
      This role only applies to the internal business location.
      sn_bus_loc.location_relationship_manager Location Relationship Manager
      Note:
      This role only applies to the external business location.
      sn_bus_loc.svc_location_support_agent Location Support Agent
    5. After you assign the required related party type, select Submit.
      A new responsibility is added to the SO member.