---
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


---

# Service definition roles

# Service definition roles {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read

Service definition roles included with the Customer Service Case Types plugin enable users to view, create, and update service definitions, service definition categories, and service definition category relationships. Agents
and end users can use these definitions and categories to view and create cases based on the selected service.

## Service definition roles {#csm-service-definitions-roles__section_h2g_pbz_yxb}

The following service definition roles are installed with the Customer Service Case Types (com.snc.csm_case_types) plugin.  
{#csm-service-definitions-roles__table_nyy_5qq_tzb__entry__3}

| Role | Description | Contains roles |
|-|-|-|
| Service definition admin \[sn_csm_case_types.service_definition_admin\] | Administrator role for the [Customer Service case types](https://servicenow-prod.fluidtopics.net/wHczPnJjGL444BNcqRYnXQ "A case type represents the processes and the data that are needed to resolve a specific type of customer issue. Use the case types feature to create and configure the different types of customer service cases that your organization needs.") tables. Users with this role can view, create, update, and delete service definitions, service definition categories, and service definition category relationships. | * sn_csm_case_types.service_definition_manager * sn_service_org.service_criteria_delete {#csm-service-definitions-roles__ul_oyy_5qq_tzb} |
| Service definition manager \[sn_csm_case_types.service_definition_manager\] | Manager role for the [Customer Service case types](https://servicenow-prod.fluidtopics.net/wHczPnJjGL444BNcqRYnXQ "A case type represents the processes and the data that are needed to resolve a specific type of customer issue. Use the case types feature to create and configure the different types of customer service cases that your organization needs.") tables. Users with this role can view, create, and update service definitions, service definition categories, and service definition category relationships. | * sn_csm_case_types.service_definition_report_view * sn_csm_case_types.service_definition_all_table_viewerr * sn_service_org.service_criteria_write * sn_service_org.service_criteria_create * sn_service_org.service_criteria_read {#csm-service-definitions-roles__ul_pyy_5qq_tzb} |
| Service definition viewer \[sn_csm_case_types.service_definition_viewer\] | Users with this role can view service definitions, service definition categories, and service definition category relationships. | sn_service_org.service_criteria_read |
| Service definition report viewer \[sn_csm_case_types.service_definition_report_view\] | Provides report view access to service definition related tables. | None |
| Service definition all table viewer \[sn_csm_case_types.service_definition_all_table_viewer\] | Provides view access to the service definition tables. Users with this role can view service definitions, service definition categories, and service definition category relationships. | None |
[Table 1. Roles installed with case types]

{#csm-service-definitions-roles__table_nyy_5qq_tzb}

## How users can use service definitions {#csm-service-definitions-roles__section_jtv_nqq_tzb}

In CSM Configurable Workspace, users with the admin role or one of the following agent roles can access the Service field for cases and case tasks.

* Customer service agent (sn_customerservice_agent)
* Consumer service agent (sn_customerservice.consumer_agent)
* Customer service manager (sn_customerservice_manager)
{#csm-service-definitions-roles__ul_m4w_nrj_rxb}  
The admin and agent roles can do the following:

* See the Service column on Case Task lists. For example, My Case Task and My Contributing Tasks.
* See the Service field on the Case Task form.
* Select a service in the Service field and save the Case Task form.
* Create a case task and see the Service field on the Case Task form.
{#csm-service-definitions-roles__ul_a5g_jqj_rxb}  
In the Core UI, users with the admin role or one of the agent roles listed above can do the following:

* See the Service column on Task list.
* See the Service field on the Task form.
* Select a service in the Service field and save the Case Task form.
{#csm-service-definitions-roles__ul_d25_tqj_rxb}

From the Customer and Consumer Service Portals, users with the admin role or an end user role can see the Service field on case tasks that the user has access to. See the following table for the end user
roles that can see this field.  
{#csm-service-definitions-roles__table_wxl_2sj_rxb__entry__2}

| Users and Roles | Description |
|-|-|
| B2B user roles ||
| Customer service agent \[sn_customerservice.customer\] | An agent who assists customers and partners with questions, issues, and problems. |
| Customer administrator \[sn_customerservice.customer_admin\] | An administrator role for a customer account. This user has access to all of the data within the account. |
| Customer case manager \[sn_customerservice.customer_case_manager\] | A customer role for managing the cases in an account and any related child accounts. |
| Partner \[sn_customerservice.partner\] | A partner who is serving customer accounts. |
| Partner administrator \[sn_customerservice.partner_admin\] | An administrator role for a partner account. |
| Case task agent \[sn_customerservice.case_task_agent\] | A role that provides access to case tasks and related case information. |
| Case task viewer \[sn_customerservice.case_task_viewer\] | A role that provides read-only access to all case task records. |
| Customer contacts with configured contact relationships | For more information, see [Contact Relationships](https://servicenow-prod.fluidtopics.net/RSWQb~Wyczz9Z2MKhKKC2Q "You can add a contact from one account to another account by using a contact relationship in the Customer Service Management (CSM) application. By using contact relationships, you can perform actions on behalf of the accounts that you established a contact relationship with."). |
| B2C user roles ||
| Consumer service agent \[sn_customerservice.consumer_agent\] | An agent who assists consumers with questions, issues, and problems. |
| Consumers with configured consumer relationships | Use relationships to provide internal and external users with additional access to customer data. For more information, see [Create relationships](https://servicenow-prod.fluidtopics.net/dmggmrjUVsIssZgUakCR2g "Use relationships to provide internal and external users with additional access to customer data."). |
| Consumers who are designated as head of household | A household is made up of a group of consumers who live at a common address and share products and services. A household can have a designated head of household and multiple current members. For more information, see [Create or update a household](https://servicenow-prod.fluidtopics.net/QBjoSXcg9P6rMmuJ338pRg "Create a household."). |
| Contributor roles ||
| Account contributor \[sn_customerservice.account_contributor\] | This role enables users to create cases and case tasks for any account. |
| Consumer contributor \[sn_customerservice.consumer_contributor\] | This role enables users to create cases and case tasks for any consumer. |
| Self contributor \[sn_customerservice.self_contributor\] | This role enables users with snc_internal role to create cases and case tasks for themselves. |
| Location manager contributor \[sn_customerservice.svc_location_manager_contributor\] | A location manager contributor is employed at the business location and manages a business location in the location hierarchy along with all its child business locations. |
| Location agent \[sn_customerservice.svc_location_agent\] | * View all CSM entities. * Create cases for any account, household, consumer, or service organization. * Fulfill cases for any account, household, consumer, or service organization created at the agent's location. {#csm-service-definitions-roles__configure-data-model-roles_ul_usc_x4r_ptb} |
| Location consumer agent \[sn_customerservice.svc_location_consumer_agent\] | * View all CSM entities. * Create cases for any household or consumer. * Fulfill cases for any household or consumer created at the agent's location. * Assign related staff to any account, household, or consumer. {#csm-service-definitions-roles__configure-data-model-roles_ul_ncl_y4r_ptb} |
| Relationship contributor \[sn_customerservice.relationship_contributor\] | This role enables users to create cases for customers with which they have an established relationship. |
| Relationship agent \[sn_customerservice.relationship_agent\] | Manage cases for the accounts, contacts, consumers, and households that the agent has relationships 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. {#csm-service-definitions-roles__configure-data-model-roles_ul_h3g_fkp_gmb} |
| Location relationship manager \[sn_bus_loc.location_relationship_manager\] | A location relationship manager is employed by the parent business and acts as a point of contact for one or more external business locations. |
| Service organization contributor \[sn_customerservice.service_organization_contributor\] | This role enables users to create cases for their service organization (business location) |
| Case Authorized Contributor \[sn_customerservice.case_authorized_contributor\] | This role provides access to add additional comments and attachments, accept or reject a solution, receive notifications on case updates, close a case, and update case tasks. |
| Outsourced external agent \[sn_csm_ocs.ext_agent\] | An Outsourced Service Provider (OSP) role. Users with this role can fulfill the cases and case tasks belonging to the service provider organization they belong to. |
[Table 2. End users and roles that can see the Service field on case tasks]

{#csm-service-definitions-roles__table_wxl_2sj_rxb}  
For more information about these roles, see the following topics:

* [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.")
* [Contributor user roles](https://servicenow-prod.fluidtopics.net/tWSqn_TahxcD0jNB7gKSbA "The contributor user data model uses several roles that can be assigned to users to control case access, case tasks, and case-related information based on different business needs.")
* Service Model Foundation - [Assign roles](https://servicenow-prod.fluidtopics.net/ICcw13V3TqwqV_O0pThS5g "Assign roles to internal and external users to facilitate proper access to service organizations, business locations, and households. By assigning required roles, you can enable each user to have the necessary permissions to perform their tasks effectively.")
* [Roles installed with customer access management](https://servicenow-prod.fluidtopics.net/yDIZLUBdAMCM6yRS1QO0zA "Customer access management uses different predefined functional and granular roles to establish relationships between users and entities. The granular and functional roles help provide user access to information and maintain data security.")
* [Roles for Outsourced Customer Service](https://servicenow-prod.fluidtopics.net/4JpaQCEWUwJ14RRpLDWrbw "Outsourced Service Providers (OSPs) are organizations that an enterprise engages to provide customer service to external customers. The OSPs manage cases for customers associated to their organization.")
{#csm-service-definitions-roles__ul_ay1_svj_rxb}
**Related concepts**   

* [Configuring service definitions](https://servicenow-prod.fluidtopics.net/a_5tjRy6rQD8Rxe5KDWiGQ "Create service definitions for the types of services required to support your products. Associate different features such as case types, playbooks, and record producers with service definitions so that customers can request the services they need and agents can create cases of the right type to support those services.")
* [Customer service case types](https://servicenow-prod.fluidtopics.net/wHczPnJjGL444BNcqRYnXQ "A case type represents the processes and the data that are needed to resolve a specific type of customer issue. Use the case types feature to create and configure the different types of customer service cases that your organization needs.")
* [Manage customer service case types](https://servicenow-prod.fluidtopics.net/aGoIIABEPlD6~yziaoZJZA "Manage the settings and the configuration for a case type from the Case Type form.")  
**Related tasks**   

* [Create a customer service case of a specific type](https://servicenow-prod.fluidtopics.net/9LnzXliKUxZ3FWvlvGGuiQ "Customer service agents can create different types of cases by making selections from the case type selector.")