--- sourceDocument: Yokohama Customer Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/customer-service-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Contributor users # Contributor users {#ariaid-title1} Release version: Yokohama Updated January 30, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 10 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Contributor users The Contributor Users feature in ServiceNow Yokohama release enables both internal and external users to collaborate efficiently on resolving customer issues and requests. It supports users recorded in theUser (sysuser)table withsncinternalorsncexternalroles, and external users from theService Organization External Stafftable with thesncexternalrole. Note that users in theContacts (customercontact)class withsncexternalrole are excluded from this feature. Show full answer Show less This functionality facilitates unified support by allowing shared service teams and service organizations to serve internal and external customers, including enabling employees to request support on their own behalf or for external customers, and allowing middle office agents to focus on specific case tasks. ## Contributor User Roles and Capabilities The feature offers multiple roles that control access to cases, case tasks, and customer data. These roles can be assigned based on business needs and provide varying levels of case and customer information access. * **Requester Roles:** * **Account Contributor:** Can create and manage cases for any customer account or contact via portals and communication channels. * **Consumer Contributor:** Similar to account contributor but focused on consumers. * **Relationship Contributor:** Creates and manages cases only for customers with whom they have an established relationship; can update customer data. * **Service Organization Contributor:** Manages cases on behalf of their business location, including creating and following up on cases. * **Self Contributor:** Creates and manages cases for themselves via a unified employee portal. * **Case Task Agent:** Middle office or fulfiller role focusing on assigned case tasks, with access to related parent cases and customer data needed to complete tasks. * **Viewer Roles:** Provide read-only access to cases, case tasks, or customer data based on the assigned viewer role, such as Case Viewer, Case Task Viewer, and Customer Data Viewer. ## Case Form Enhancements The Contributor Users feature adds new fields to the Case form to better identify the customer: * **Requesting Service Organization:** Indicates the service organization as the customer when account and consumer fields are empty. * **Requested By:** Identifies the requester as an employee when other customer fields are empty. Additionally, contributor-related fields track users and groups assigned to case tasks, automatically updating as assignments change. ## Create Case for Customer Record Producer A specialized record producer is available on Customer and Consumer Service Portals, allowing contributor users to create cases with customer-type-specific fields based on their roles. Options include Account, Consumer, Business Location, and Myself, each showing relevant fields such as Account, Contact, Household, or Requesting Business Location. ## Customer and Consumer Service Portal Views The **My Lists** widget provides filtered views of cases relevant to the contributor user's roles, such as: * Cases for Accounts or Consumers * Cases related to Business Locations * Cases for self * Relationship-based case lists for Relationship Contributors ## Access to Case Tasks and Workspace Modules Case task agents can view and manage assigned case tasks via widgets on dashboards and landing pages. Key widgets include *My Case Tasks* and *My Group's Case Tasks*, displaying task details like status, priority, and associated case info. Contributor users have role-based access to modules within the CSM Agent Workspace and Configurable Workspace, enabling them to efficiently handle case tasks, view customers, and collaborate. ## Case Task Agent Access to Customer Information Case task agents have read-only access to relevant customer information for the parent case: * **B2B cases:** Account and contact details, addresses, sold products, and install base. * **B2C cases:** Consumer and household details, addresses, sold products, install base, and head of household. * **Business location cases:** Service organization records including internal contacts. With contributor user role, you can engage both internal and external users to resolve the customer issues and requests. This functionality is applicable to the users, recorded within the User (sys_user) table who possess either the snc_internal or snc_external role and external users, recorded within the Service Organization External Staff (sn_csm_service_organization_external_staff) table who possess snc_external role. Note: The contributor user role don't extend to the users belonging to the Contacts (customer_contact) class who are snc_external role. The contributor users feature provides unified customer support for internal and external customers. With this feature, you can serve internal and external customers through shared service teams and service organizations: * Enable service organizations to serve one another and external customers. * Enable employees to request support for themselves and for external customers. * Enable middle office agents to work on specific tasks that are required to resolve cases. {#customer-service-contributor-users__ul_hvk_cts_lnb} ## Overview of contributor user roles {#customer-service-contributor-users__section_jmc_xvw_rnb} The contributor users feature includes several roles that you can assign to users to control access to cases, case tasks, and case-related information. These roles can be assigned to users based on different business needs. In some cases, these roles also provide access to the parent cases and associated customer information. Figure 1. Contributor user roles The contributor users feature also includes viewer roles that enable employees to view cases, cases tasks, or core customer data. These roles include: * Case Viewer * Case Task Viewer * Customer Data Viewer {#customer-service-contributor-users__ul_dm1_22f_h4b} {#customer-service-contributor-users__table_odd_ppj_snb__entry__3} | Requester type | Description | Capabilities | |-|-|-| | Requester for any customer | A requester who can create cases on behalf of any customer. This user: * Works with accounts and contacts or consumers. * Uses the Customer or Consumer Service Portal to assist customers. {#customer-service-contributor-users__ul_unv_vpj_snb} Roles: * Account contributor (sn_customerservice.account_contributor) * Consumer contributor (sn_customerservice.consumer_contributor) {#customer-service-contributor-users__ul_uzg_1qj_snb} | This user can: * Search knowledge articles and catalog items. * Create cases for customers who visit a business location, including cases for catalog items (requests). * Create cases from communication channels available to customers including phone, web, chat, Virtual Agent, and messaging. {#customer-service-contributor-users__ul_xzw_cqj_snb} If also an internal user on a case, this user can: * Add additional comments and attachments * Accept or reject a solution * Close a case * Receive notifications of case updates * Read work notes {#customer-service-contributor-users__ul_zb1_krj_snb} | | Requester for my customers | A requester who can create cases on behalf of customers with whom they have an established relationship. This user: * Works with accounts and contacts or consumers. * Uses the Customer or Consumer Service Portal to assist customers. * Manages customer relationships and assists with customer cases. {#customer-service-contributor-users__ul_xkh_q5j_snb} Role: Relationship contributor (sn_customerservice.relationship_contributor)​ | This user can: * Search knowledge articles and catalog items. * Create cases on behalf of customers with whom they have a relationship. * Create cases from communication channels available to customers including phone, web, chat, Virtual Agent, and messaging. * View and follow up on all cases created for customers with whom they have a relationship. * Update customer data such as adding contacts and addresses. * Update cases: * Add additional comments and attachments * Accept or reject a solution * Close a case * Receive notifications of case updates * Read work notes {#customer-service-contributor-users__ul_gls_lvj_snb} {#customer-service-contributor-users__ul_xs5_bvj_snb} | | Requester for service organization | A requester who can create cases on behalf of their business location. This user: * Works with accounts and contacts, consumers, and households. * Uses the Customer or Consumer Service Portal to assist customers. {#customer-service-contributor-users__ul_ftt_jwj_snb} Role: Service organization contributor (sn_customerservice.service_organization_contributor) | This user can: * Search knowledge articles and catalog items. * Create cases on behalf of their business location, including cases for catalog items (requests), and follow up on those cases. * Create cases from communication channels available to customers including phone, web, chat, Virtual Agent, and messaging. * View and follow up on other cases created for the user's business location. {#customer-service-contributor-users__ul_zdr_qwj_snb} If also an internal user on a case, this user can: * Add additional comments and attachments * Accept or reject a solution * Close a case * Receive notifications of case updates * Read work notes {#customer-service-contributor-users__ul_bkp_2ck_snb} | | Requester for self | A requester who can create cases for themselves. This requester accesses cases through a unified employee portal, if provided by their organization. Role: Self contributor (sn_customerservice.self_contributor​) | This user can: * Search knowledge articles and catalog items. * Create cases on behalf of themselves, including cases for catalog items (requests). * Create cases from communication channels available to customers including phone, web, chat, Virtual Agent, and messaging. * View and follow up on the cases that they have created from themselves: * Add additional comments and attachments * Accept or reject a solution * Close a case * Receive notifications of case updates * Read work notes {#customer-service-contributor-users__ul_sp5_pdk_snb} {#customer-service-contributor-users__ul_zvd_kdk_snb} | | Case task agent | A fulfiller, such as a middle office agent, who works on a specific set of tasks required to resolve a case. These case tasks: * Are assigned to the agent or to their department or group. * Focus on a specific function or expertise of the department or group. {#customer-service-contributor-users__ul_lck_k2k_snb} This agent typically uses a workspace to complete these tasks. Role: Case task agent (sn_customerservice.case_task_agent​) | This user can: * View and work on the case tasks assigned to them or to their group or department. * View the parent cases for the case tasks that they can access. * Communicate with agents on the parent case through work notes and additional comments. * Communicate with agents on other case tasks for the parent case through work notes and additional comments. * Access customer information needed to complete a case task. * Make changes to a case task that causes an update to the state or stage of the parent case. * Search for knowledge articles to assist with the case task. {#customer-service-contributor-users__ul_odl_t2k_snb} | [Table 1. Contributor user role description and capabilities] {#customer-service-contributor-users__table_odd_ppj_snb} The contributor user roles are available with different CSM plugins. For a more detailed description of these user roles, see [Contributor user roles](https://servicenow-prod.fluidtopics.net/onE95hKQE1~JIwuZ5T2w0A "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."). ## Fields added to the Case form {#customer-service-contributor-users__section_yxv_kzb_3nb} The contributor users feature adds two fields to the Case form that are used to identify the customer for a case. These fields are used in addition to the Account and Consumer fields. {#customer-service-contributor-users__table_lzh_skg_h4b__entry__2} | Field | Description | |-|-| | Requesting Service Organization | This field displays the name of a service organization. If this field is filled in, and the Account and Consumer fields are empty, the customer for the case is a service organization. This field is included with the Service Organization plugin (com.snc.service_organization). | | Requested By | This field displays the name of the requester. If this field is filled in and the Account, Consumer, and Requesting Service Organization fields are empty, the customer for the case is an employee. This field is included with the Customer Service plugin (com.sn_customerservice). | [Table 2. Customer fields added to Case form] {#customer-service-contributor-users__table_lzh_skg_h4b} The Customer Service plugin adds two fields to the Notes section of the Case form for contributor users. {#customer-service-contributor-users__table_apk_mmj_3nb__entry__2} | Field | Description | |-|-| | Contributor Users | When a user with the case task agent role is assigned to a case task, the user is added to the Contributor Users field. If a user is removed from the Assigned to field on the Case Task form, and they are not assigned to any other tasks for the case, they are also removed from the Contributor Users field. | | Contributor Groups | When a user with the case task agent role is assigned to a case task, the user's assignment group is added to the Contributor Groups field. If a user is removed from the Assigned to field on the Case Task form, and no other member of their assignment group is assigned to any other tasks for the case, the assignment group is removed from the Contributor Groups field. If a group is removed from the Assignment group field on the Case Task form, and the group is not assigned to any other tasks for the case, the assignment group is removed from the Contributor Groups field. | [Table 3. Contributor fields added to Case form] {#customer-service-contributor-users__table_apk_mmj_3nb} ## Create Case for Customer record producer {#customer-service-contributor-users__section_gmc_3hg_h4b} The contributor users feature adds a record producer that contributor users can access from the Customer and Consumer Service Portals and use to create cases. When creating a case, this record producer presents different options for the customer in the Who are you creating this case for? field, depending on the roles assigned to the logged-in user. Figure 2. Create Case for Customer record producer When the contributor user selects an option, additional fields related to that customer type are displayed. {#customer-service-contributor-users__table_ktz_sng_h4b__entry__2} | Customer option | Additional fields | |-|-| | Account | * Reported by: the logged-in user with the account contributor role. * Account: the name of the account. * Contact: the contact for the account. {#customer-service-contributor-users__ul_th5_vng_h4b} | | Consumer | * Reported by: the logged-in user with the consumer contributor role. * Consumer: the name of the consumer. * Household: the household that the consumer belongs to. {#customer-service-contributor-users__ul_awj_b4g_h4b} | | Business Location | * Reported by: the logged-in user with the service organization contributor role. * Requesting Business Location: the name of the service organization requesting assistance. * Requesting support from Business Location: the name of the service organization from which the Requesting Business Location is asking assistance. {#customer-service-contributor-users__ul_st5_j4g_h4b} | | Myself | Reported By: the logged-in user with the self contributor role. | [Table 4. Customer type fields added to Create a Customer Case record producer] {#customer-service-contributor-users__table_ktz_sng_h4b}Additional fields on the record producer that are common to all customer options include Priority, Channel, Subject, and Description. ## Viewing record lists on the Customer and Consumer Service Portals {#customer-service-contributor-users__section_hwj_crg_h4b} The My Lists widget on the Customer and Consumer Service Portals includes different filters for viewing records. Figure 3. My Lists widget on the Customer Service Portal Depending on the roles assigned to the logged-in user, this widget displays the following filters. {#customer-service-contributor-users__table_hxt_4yg_h4b__entry__2} | Contributor user | My Lists filters | |-|-| | Account contributor | Cases for Accounts | | Consumer contributor | Cases for Consumers | | Service organization contributor | * My Cases for Business Locations: cases created by the contributor user on behalf of their business locations. * All Cases for Business Locations: all cases created on behalf of the contributor's business locations, independent of who created the case. {#customer-service-contributor-users__ul_ck3_5yg_h4b} | | Self contributor | Cases for myself | | Relationship contributor | Displays filters depending on the relationships established for this user. * My Cases for Accounts: cases created by the contributor user on behalf of accounts where the user is an Account Manager. * All Cases for Accounts: all cases created on behalf of accounts where the user is an Account Manager, independent of who created the case. * My Cases for Consumers: cases created by the contributor user on behalf of consumers or households where the user is a Relationship Manager. * All Cases for Consumers: all cases created on behalf of consumers or households where the user is a Relationship Manager, independent of who created the case. {#customer-service-contributor-users__ul_rnc_hzg_h4b} For more information, see [Service Model Foundation relationships](https://servicenow-prod.fluidtopics.net/_3vr7YV_dw~0IAp0qqB7fg "Create relationships between an agent and a customer or between two consumers that provide additional access to customer data."). | [Table 5. My Lists filters] {#customer-service-contributor-users__table_hxt_4yg_h4b} ## Access to case tasks {#customer-service-contributor-users__section_rdc_j1c_3nb} Users with the case task agent role can view and access case tasks in lists, on dashboards, and on landing pages. Use widgets to display case tasks on dashboards and landing pages. {#customer-service-contributor-users__table_rdw_j4j_3nb__entry__2} | Widget | Task information displayed | |-|-| | My Case Tasks | This widget includes the following information for each case task: * Task number * Status * Subject * Priority * Case number * Case short description {#customer-service-contributor-users__ul_gvl_v1c_3nb} | | My Group's Case Tasks | This widget includes the following information for each case task: * Task number * Status * Subject * Priority * Assigned to * Case number * Case short description {#customer-service-contributor-users__ul_g33_x1c_3nb} | [Table 6. Widgets for displaying case tasks] {#customer-service-contributor-users__table_rdw_j4j_3nb} Note: If a playbook is available, the system opens the case task within in the playbook. If no playbook is available, the system opens the Case Task form. Depending on assigned roles, contributor users can see different modules in CSM Agent Workspace and CSM Configurable Workspace. {#customer-service-contributor-users__table_qxh_f5h_3nb__entry__2} | Role | Modules | |-|-| | Case task agent \[sn_customerservice.case_task_agent\] | Users with the case task agent role have access to these modules: * Case Task: includes the case tasks that the user has access to. * My Case Tasks * My Open * Unassigned for my groups * My Accessible Tasks {#customer-service-contributor-users__ul_iz5_bvh_3nb} * Customers: Includes read-only access to customer information. * Accounts * Partners * Contacts * Consumers * Households * Household members {#customer-service-contributor-users__ul_cfw_t5h_3nb} {#customer-service-contributor-users__ul_it5_h5h_3nb} | | Case task viewer \[sn_customerservice.case_task_viewer\] | Users with the case task viewer role have access to All tasks in the Case Task module. | | Case contributor viewer \[sn_customerservice.case_contributor_viewer\] | Users with the case contributor viewer role have access to My Contributing Tasks in the Case Task module. | | Case viewer \[sn_customerservice.case_viewer\] | Users with the case viewer role can see the cases that they have access to in the Cases module. | [Table 7. Module access by role] {#customer-service-contributor-users__table_qxh_f5h_3nb} ## Case task agent access to customer information {#customer-service-contributor-users__section_tjf_rzb_3nb} Users with the case task agent role have read-only access to some of the customer information for the parent case. * For B2B cases: Account and contact records, including addresses, sold products, and install base. * For B2C cases: Consumer and household records, including addresses, sold products, install base, and head of household. * For business location cases: Service organization records, including internal contact information. {#customer-service-contributor-users__ul_s3m_vzb_3nb} **Related tasks** * [Configure Contributor Users](https://servicenow-prod.fluidtopics.net/ChsUzFYtMSKD7JHGqugNww "The CSM Contributor User plugin enables you to engage middle office teams in resolving customer issues and requests.") **Related reference** * [Contributor user roles](https://servicenow-prod.fluidtopics.net/onE95hKQE1~JIwuZ5T2w0A "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.")