---
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 responsibilities

# Assign responsibilities {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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 AllCustomer ServiceService OrganizationsInternal/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.{#csm-assign-responsibilities__table_wzl_3yr_ptb__entry__2}

   | 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 |
   [Table 1. User roles and associated types]

   {#csm-assign-responsibilities__table_wzl_3yr_ptb}
5. After you assign the required related party type, select Submit.  
   A new responsibility is added to the SO member.

*[\>]: and then