---
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


---

# Customer Project Management personas, roles, and tables

# Customer Project Management personas, roles, and tables {#ariaid-title1}

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

An overview of the tasks that can be performed by the different Customer Project
Management roles.

## Personas and roles {#csm-ppm-integration-roles-tasks__section_by3_wgw_3kb}

The following table lists the personas, their description and the roles included with them.  
{#csm-ppm-integration-roles-tasks__table_isk_pj5_fkb__entry__3}

| Persona | Description | Required roles |
|-|-|-|
| Customer project manager | A user who creates and manages projects for customer accounts. * Creates new projects. * Sets up project tasks and resource plans. * Identifies customer contacts who have access to projects and project tasks. * Assigns and manages tasks and dependencies. {#csm-ppm-integration-roles-tasks__ul_wvy_2s5_fkb} | * it_project_manager * sn_customerservice.projectmanager {#csm-ppm-integration-roles-tasks__ul_xyg_lq5_fkb} |
| Project stakeholder | A user who is responsible for activities that require viewing customer project details and project tasks. | * sn_customerservice.projectstakeholder * At least one CSM role {#csm-ppm-integration-roles-tasks__ul_mcq_4q5_fkb} |
| Customer service agent | A user who can create cases from projects and project tasks and resolve cases within the set SLA. * Works on cases created from projects and project tasks. * Communicates with the customer on case status. {#csm-ppm-integration-roles-tasks__ul_ms5_ps5_fkb} | * sn_customerservice_agent * sn_customerservice.projectstakeholder {#csm-ppm-integration-roles-tasks__ul_njg_xs5_fkb} |
| Customer | An external user who is responsible for overseeing the project delivery. * Reviews project status and progress on the Customer Service Portal. * Completes assigned tasks. * Creates cases for project issues. {#csm-ppm-integration-roles-tasks__ul_nts_ts5_fkb} | Any of the following CSM external roles: * sn_customerservice.customer * sn_customerservice.customer_admin * sn_customerservice.partner * sn_customerservice.partner_admin {#csm-ppm-integration-roles-tasks__ul_sk5_zs5_fkb} |
[Table 1. Customer Service Management personas and roles]

{#csm-ppm-integration-roles-tasks__table_isk_pj5_fkb}

## Tables {#csm-ppm-integration-roles-tasks__section_x3v_wks_cyb}

Tables are added with activation of Customer Service Management. {#csm-ppm-integration-roles-tasks__table_udf_cmc_kt__entry__2}

| Table | Description |
|-|-|
| Customer Project \[customer_project\] | Stores customer projects. |
| Customer Project Task \[customer_project_task\] | Stores customer project tasks |
| Project Contact \[project_contact\] | Stores project contacts. |
[Table 2. Customer Service Management tables]

{#csm-ppm-integration-roles-tasks__table_udf_cmc_kt}  
The following columns are added to the Case table:

* Customer Project
* Customer Project Task
* Issue
* Project Change Request
{#csm-ppm-integration-roles-tasks__ul_ehn_qw5_fkb}