Service Model Foundation roles

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

    • Roles that are included with the plugins that enable the Service Model Foundation feature.

    The following table describes the roles that the system administrator can assign to the internal users.

    Table 1. Service Model Foundation roles
    Role Description Contains roles
    Location agent

    [sn_customerservice.svc_location_agent]

    		 Create and fulfill cases for the accounts and contacts in the agent's business location.
    • sn_fsm_servicedesk_agent
    • sn_esm_location_agent
    Location consumer agent

    [sn_customerservice.svc_location_consumer_agent]

    		 Create and fulfill cases for the consumers and households in the agent's business location.
    • sn_fsm_servicedesk_agent
    • sn_esm_location_agent
    Location manager

    [sn_customerservice.svc_location_manager]

    		 Create and update cases for accounts, contacts, consumers, and households that work with the business locations within their location hierarchy.
    • sn_fsm_servicedesk_agent
    • sn_customerservice.svc_location_agent
    • sn_customerservice.svc_location_consumer_agent
    • email_client_quick_message_author
    • sn_templated_snip.template_snippet_writer
    • sn_shn.admin
    • approver_user
    • sn_publication.approver
    Relationship agent

    [sn_customerservice.relationship_agent]

    		 This role restricts an agent's access to only those cases for the accounts, contacts, consumers, and households that they have a relationship with.
    This includes the following relationships that are provided with the Service Model Foundation plugins:
    • Account Manager: creates a relationship between an internal user and an account.
    • Relationship Manager: creates a relationship between an internal user and a consumer or a household.
    • agent_workspace_user
    • snc_internal
    • sn_shn.editor
    • email_composer
    • sn_fsm_servicedesk_agent
    • sn_customerservice.csm_workspace_user
    • sn_templated_snip.template_snippet_reader
    Service Management agent

    [sn_esm_location_agent]

    		 A service management agent role for a business location
    • sn_lookup_verify_user
    • assignment_workbench
    • knowledge
    • agent_workspace_user
    • chat_admin
    • cmdb_read
    • agent_schedule_user
    • interaction_agent
    • sn_templated_snip.template_snippet_reader
    • sn_shn.editor
    • template_editor
    • email_composer
    • template_editor_global