---
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


---

# Granular roles and supported entities for responsibility framework

# Granular roles and supported entities for responsibility framework {#ariaid-title1}

Release version: Yokohama  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Starting with the Yokohama release, multiple module-level granular roles are introduced to simplify defining and configuring the responsibility framework. These new granular roles simplify tasks by removing the need to create
custom access control lists (ACLs) on the target table when a responsibility ACL is already in place. This change promotes a more straightforward and declarative migration process.
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| Granular roles | Description |
|-|-|
| sn_customerservice.cust_data_resp_granular | Provides granular access to customer-related foundational entities (including accounts, contacts, consumers, and households) through the responsibility framework. |
| sn_customerservice.case_mgmt_resp_granular | Provides granular access to case and related entities through the responsibility framework. |
| sn_install_base.resp_granular | Provides granular access to installed base items, sold products, and related entities through the responsibility framework. |
| sn_customerservice.contract_entitlement_resp_granular | Provides granular access to contracts, entitlements, and related entities through the responsibility framework. |
[Table 1. Granular roles for access through entitiesThe granular roles provides Create, Read, and Update (CRU) access across entities, based on the access permissions defined for each responsibility within the declarative responsibility framework.]

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| Feature Set | Granular Role | Supported Tables/Entities |
|-|-|-|
| Customer Data | sn_customerservice.cust_data_resp_granular | * Account \[customer_account\] * Account Team Member \[sn_customerservice_team_member\]  * Account Address \[account_address_relationship\] * Account Access \[sn_csm_account_access\]  * Account Relationship \[account_relationship\]  * Contact Relationship \[sn_customerservice_contact_relationship\] * Contact \[customer_contact\] * Consumer \[csm_consumer\] * Account Consumer \[sn_acct_consumer_account_consumer\] * Consumer Profile Location \[sn_csm_consumer_profile_location\] * Escalation \[sn_customerservice_escalation\] * Location \[cmn_location\] {#granular-roles-and-supported-entities-CAM__ul_g3c_54v_c2c} |
| Case Management | sn_customerservice.case_mgmt_resp_granular | * Case \[sn_customerservice_case\] * Task \[sn_customerservice_task \] * Task SLA \[task_sla \] * Escalation \[sn_customerservice_escalation\] * Work Order \[wm_order\] {#granular-roles-and-supported-entities-CAM__ul_h5r_dpv_c2c} |
| Install Base Management | sn_install_base.resp_granular | * Installed Product \[sn_install_base_m2m_installed_product\] * Affected Install Base \[sn_install_base_m2m_affected_install_base\] * Install Base Item \[sn_install_base_item\] * Sold Product Covered \[sn_install_base_m2m_contract_sold_product\] * Sold Product \[sn_install_base_sold_product\] * Install Base Related Party \[sn_install_base_related_party\] * Sold Product Related Party \[sn_install_base_sold_product_related_party\] * Asset Contact \[sn_customerservice_m2m_asset_contact\] * Asset \[alm_asset\] {#granular-roles-and-supported-entities-CAM__ul_wnk_lpv_c2c} |
| Contracts and Entitlements | sn_customerservice.contract_entitlement_resp_granular | * Contract \[ast_contract\] * Entitlement \[service_entitlement\] {#granular-roles-and-supported-entities-CAM__ul_xx2_3pv_c2c} |
[Table 2. Granular roles and supported entitiesGranular roles are designed based on feature sets and can be used to provide access to supported tables or entities though the responsibility framework.]

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## System roles containing responsibility granular roles {#granular-roles-and-supported-entities-CAM__section_x4x_hqv_c2c}

{#granular-roles-and-supported-entities-CAM__table_pgp_kqv_c2c__entry__2}

| System Roles | Granular Roles |
|-|-|
| sn_customerservice.relationship_contributor | * sn_customerservice.cust_data_resp_granular * sn_install_base.resp_granular * sn_customerservice.case_mgmt_resp_granular {#granular-roles-and-supported-entities-CAM__ul_tns_4qv_c2c} |
| sn_customerservice.relationship_agent | * sn_customerservice.cust_data_resp_granular * sn_install_base.resp_granular * sn_customerservice.case_mgmt_resp_granular * sn_customerservice.contract_entitlement_resp_granular {#granular-roles-and-supported-entities-CAM__ul_jn4_rqv_c2c} |
[Table 3. System roles and related granular roles]

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