An overview of the tasks that can be performed by the different Customer Success Management users and their required roles and user criteria.

Table 1. Users and roles

Users	Description	Roles
Onboarding manager	Responsible for the end-to-end workflow from onboarding customer until account go-live.	sn_acct_lc.agent
Foundational data analyst	Subject matter expert who ensures that the data being imported in the correct format and meets the quality standards required for publishing.	sn_acct_lc.agent
ServiceNow admin/developer	Responsible for configuring playbook, case type, emails, transform maps, and other necessary components.	admin
Onboarding point of contact (customer)	Primary customer contact responsible for managing the customer team involved in the onboarding process.	sn_customerservice.customer_admin
ServiceNow admin/developer (customer)	Responsible for the managing customer's ServiceNow instance and setting up the Service Exchange application.	sn_customerservice.customer_manager
Foundational Data SME (Subject matter expert)	Responsible for providing necessary information like contact information, and locations. Ensures that the data meets the format required by the provider organization.	sn_customerservice.customer