---
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


---

# Roles for Outsourced Customer Service

# Roles for Outsourced Customer Service {#ariaid-title1}

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

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.
There are various roles required based on the tasks you perform. {#use-ocs__table_fr1_3js_3lb__entry__2}

| Role | Description |
|-|-|
| sn_csm_ocs.ext_manager (external OSP manager) | Onboard agents from service providers they belong to along with managing case assignments. |
| sn_csm_ocs.ext_agent (external OSP agent) | Agents can fulfill the cases belonging to the service provider organization they belong to. |
| sn_csm_ocs.manager (internal OSP manager) | Manages and monitors all the activities performed by OSPs. The manager can also access the OSP dashboards and act as an internal point of contact for the organization. |
[Table 1. Roles required]

{#use-ocs__table_fr1_3js_3lb}  
Note:  
OSP agents and managers can perform their designated tasks using UI16 interfaces, as workspaces aren't supported at the moment.
**Related concepts**   

* [Outsourced Customer Service](https://servicenow-prod.fluidtopics.net/U7_UE46ApyiCZu~ONmHIPA "Outsourcing is a business practice where an enterprise hires another company or individuals to perform tasks, manage operations, or provide services. These functions were previously handled by the enterprise's own employees.")
* [Outsourced Service Provider dashboard](https://servicenow-prod.fluidtopics.net/HTIfd8cPe3k2yAPy8JLuQg "The Outsourced Service Provider dashboard enables monitoring of breached service-level agreements (SLAs), average resolution time, and case transfer percentages, among other metrics. You can utilize the insights to identify the areas of concern and to plan your case management strategy.")  
**Related tasks**   

* [Set up Outsourced Customer Service](https://servicenow-prod.fluidtopics.net/pRzXOdSVn3QCbSkmh8TsnA#configure-ocs "Configure various aspects of Outsourced Customer Service based on the specific requirements of your organization.")