Customer Service Management roles

  • Release version: Yokohama
  • Updated January 30, 2025
  • 8 minutes to read

    • The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.

    Customer Service Management provides several primary roles that support the following business models:
    • Business-to-business (B2B): With this business model, you can support accounts and contacts. Additionally, you can create relationships and account teams to support your customers.
    • Business-to-consumer (B2C): With this business model, you can support individual consumers.
    These roles ensure access to data while maintaining data security for different types of business relationships.

    Besides the Base and Primary roles (that are based on the Base roles), there are Explicit roles as well. You may have business requirements that can vary how you use the roles. The Explicit roles in CSM feature lets you assign both internal and external roles to external users. It is important to regularly review user role assignments to ensure that they are set according to your business requirements.

    For more information about reviewing and updating user role assignments, see:

    To learn more about managing Customer Service Management roles, see Components installed with CSM workspaces and Components installed with additional plugins for Customer Service Management.

    Service management agent [sn_esm_agent]

    Use this Base role to access all features available within Customer Service Management. This role is available and installed with the Customer Service Base Entities plugin.

    Contains Roles

    List of roles contained within the role.

    • assignment_workbench
    • wm_read
    • cmdb_read
    • agent_schedule_user
    • interaction_agent

    Groups

    List of groups this role is assigned to by default.

    All users.

    Special considerations

    For more information see Roles installed with Customer Service Management.

    Service management partner [sn_esm_partner]

    Use this Base role to access all features available within Customer Service Management. This role is available and installed with the Customer Service Base Entities plugin.

    Contains Roles

    List of roles contained within the role.

    sn_esm_user

    Groups

    List of groups this role is assigned to by default.

    All users.

    Special considerations

    For more information see Roles installed with Customer Service Management.

    Service management user admin [sn_esm_user_admin]

    Use this Base role to access all features available within Customer Service Management. This role is available and installed with the Customer Service Base Entities plugin.

    Contains Roles

    List of roles contained within the role.

    sn_esm_user

    Groups

    List of groups this role is assigned to by default.

    All users.

    Special considerations

    For more information see Roles installed with Customer Service Management.

    Service management admin [sn_esm_admin]

    Use this Base role to access all features available within Customer Service Management. This role is available and installed with the Customer Service Base Entities plugin.

    Contains Roles

    List of roles contained within the role.

    None.

    Groups

    List of groups this role is assigned to by default.

    All users.

    Special considerations

    For more information see Roles installed with Customer Service Management.

    Service management user [sn_esm_user]

    Use this Base role to access all features available within Customer Service Management. This role is available and installed with the Customer Service Base Entities plugin.

    Contains Roles

    List of roles contained within the role.

    • snc_external
    • sn_apptmnt_booking.appointment_booking_user

    Groups

    List of groups this role is assigned to by default.

    All users.

    Special considerations

    For more information see Roles installed with Customer Service Management.

    Service management partner admin [sn_esm_partner_admin]

    Use this Base role to access all features available within Customer Service Management. This role is available and installed with the Customer Service Base Entities plugin.

    Contains Roles

    List of roles contained within the role.

    • sn_esm_user_admin
    • sn_esm_admin

    Groups

    List of groups this role is assigned to by default.

    All users.

    Special considerations

    For more information see Roles installed with Customer Service Management.

    Customer service agent [sn_customerservice_agent]

    Use this role to create cases, view and edit cases, and work with customers and subject matter experts to resolve cases. This role helps agents assist customers and partners with questions, issues, and problems.

    Contains Roles

    List of roles contained within the role.

    • knowledge
    • chat_admin
    • sn_customerservice.deescalation_requester
    • timecard_user
    • template_editor
    • sn_esm_agent
      Note:
      This role contains the cmdb_read role.
    • sn_shn.editor
    • domain_expand_scope

    Groups

    List of groups this role is assigned to by default.

    Customer service agents.

    Special considerations

    Note:
    A customer service agent typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.
    For more information see Roles installed with Customer Service Management.

    Customer service manager [sn_customerservice_manager]

    Use this role with the additional responsibility for managing agents or agent groups and overriding agent actions. A customer service agent can also use this role with the additional capability of this role.

    Contains Roles

    List of roles contained within the role.

    • sn_customerservice_agent
    • timecard_manager
    • timecard_approver
    • skill_admin
    • sn_app_cs_social_social_profile_user
    • sam
    • sn_customerservice.consumer_agent
    • asset
    • sn_shn.admin
    • sn_publications.approver
    • contract_manager
    • sn_app_cs_social_log_user
    • awa_manager
    • sn_majorissue_mgt.major_issue_manager
    • email_client_quick_message_author
    • workspace_admin
    • skill_model_user
    • sn_templated_snip.template_snippet_writer
    • approver_user
    • notify_view
    Note:
    For customers upgrading to Xanadu, the approver_user role replaces the approval_admin role. Users with the customer service manager role can approve the approval requests that are assigned to them.
    Note:
    The notify_view role is added to the sn_customerservice_manager role only when the Chat Zoom Connector application is installed.

    Groups

    List of groups this role is assigned to by default.

    Customer service managers, and Customer service agents with the additional responsibility for managing agents or agent groups and overriding agent actions.

    Special considerations

    For more information see Roles installed with Customer Service Management.

    Consumer service agent [sn_customerservice.consumer_agent]

    Use this role to create cases, view and edit cases, and work with customers and subject matter experts to resolve cases. This role helps agents assist consumers with questions, issues, and problems.

    Contains Roles

    List of roles contained within the role.

    • sn_esm_agent
    • chat_admin
    • sn_shn.editor
    • template_editor
    • knowledge

    Groups

    List of groups this role is assigned to by default.

    All consumer service agents.

    Special considerations

    Note:
    A consumer service agent typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.
    For more information see Roles installed with Customer Service Management.

    Customer [sn_customerservice.customer]

    Assign this role to customers for researching questions, issues, or problems. Customers can create cases, and view and edit existing cases. They can also view a list of assets belonging to their accounts.

    Contains Roles

    List of roles contained within the role.

    • sn_esm_user
    • snc_external

    Groups

    List of groups this role is assigned to by default.

    All users with customer roles and access to a list of assets belonging to their accounts.

    Special considerations

    For more information see Roles installed with Customer Service Management.

    Customer administrator [sn_customerservice.customer_admin]

    Use this Administrator role for a customer account. This user has access to data within the account.

    Contains Roles

    List of roles contained within the role.

    • sn_customerservice.customer
    • sn_esm_user_admin

    Groups

    List of groups this role is assigned to by default.

    All users with an administrator role for a customer account.

    Special considerations

    For more information see Roles installed with Customer Service Management.

    Role for REST APIs related to CSM web services [csm_ws_integration]

    Use this Base role to access all features available within Customer Service Management. This role is available and installed with the Customer Service Base Entities plugin.

    Contains Roles

    List of roles contained within the role.

    snc_internal

    Groups

    List of groups this role is assigned to by default.

    All users.

    Special considerations

    For more information see Roles installed with Customer Service Management.

    Customer case manager [sn_customerservice.customer_case_manager]

    Assign this Customer role for managing the cases in an account and any related child accounts.

    Contains Roles

    List of roles contained within the role.

    sn_customerservice.customer

    Groups

    List of groups this role is assigned to by default.

    All users with a case manager role for a customer account.

    Special considerations

    The customer case manager role includes the privileges of the customer role and adds the following privileges:
    • Create a case on behalf of another contact in the account.
    • View a list of cases belonging to the account.
    • Edit cases belonging to the account.
    Note:
    The customer case manager role is not automatically added to the sn_customerservice.contact_role_assignment system property. To expose this role to customer and partner administrators, navigate to Customer Service > Administration > Properties and add it to this property.

    For more information see Roles installed with Customer Service Management.

    Partner [sn_customerservice.partner]

    Assign this role to create a case for the partner's own account or on behalf of a customer account.

    Contains Roles

    List of roles contained within the role.

    • sn_customerservice.customer
    • sn_esm_partner

    Groups

    List of groups this role is assigned to by default.

    All users serving customer accounts.

    Special considerations

    A partner can view and edit all of the cases they have created:
    • For their own account.
    • On behalf of customer accounts they are related to.
    Note:
    If you are establishing a new relationship between a partner and a customer, the partner or partner admin does not have access to historic cases created for the customer. This is because the historic cases do not have the Partner or Partner Contact fields populated on the Case form.
    For more information see Roles installed with Customer Service Management.

    Partner administrator [sn_customerservice.partner_admin]

    Assign this administrator role to a user with a partner account.

    Contains Roles

    List of roles contained within the role.

    • sn_customerservice.partner
    • sn_customerservice.customer_admin
    • sn_esm_partner_admin

    Groups

    List of groups this role is assigned to by default.

    All users with the admin role for a partner account.

    Special considerations

    The partner administrator can do the following:
    • Access the data within the partner account.
    • Access the data created by the contacts in their company in the customer account.
    • Manage users for the partner account and for customer accounts.
    • View all of the cases created by a partner.

    For more information see Roles installed with Customer Service Management.

    Consumer [sn_customerservice.consumersn_customerservice.consumer]

    Assign this Consumer role to users for researching questions, issues, or problems.

    Contains Roles

    List of roles contained within the role.

    • sn_esm_user
    • snc_external

    Groups

    List of groups this role is assigned to by default.

    All users with the assigned Consumer role.

    Special considerations

    Consumers can create cases and view and edit existing cases for products that they have purchased. They can also view a list of their products. For more information see Roles installed with Customer Service Management.