---
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


---

# Customize access control for suggested steps

# Customize access control for suggested steps {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 20, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Replace the default sn_esm_agent role with a custom role.

## Before you begin

Role required: admin

## Procedure

1. Update role permissions  
   In the sys_user_role table, open your custom role and add sn_gaf.data_writer to the Contains Role related list.
2. Update ACLs  
   In the sys_security_acl table, filter for ACL names starting with gaf_suggested_steps_csm. Add your custom role to each of the four matching records.
3. Configure skill access  
   In Now Assist Admin, complete the setup for the CSM Suggested Steps Generation skill:
   * Add your custom role in the **Define Access** step.
   * Add the same role in the **Select Display** step.

## Result

By default, the sn_esm_agent role is used. These steps allow you to configure a custom role if needed.