---
sourceDocument: Yokohama Sales Customer Relationship Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/order-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Assign user roles in Sales CRM

# Assign user roles in Sales Customer Relationship Management applications {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read
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## Summary of Assign User Roles in Sales Customer Relationship Management Applications

The Sales Customer Relationship Management (Sales CRM) applications utilize roles to manage user access to features and data securely.
Roles define user functions across various CRM modules such as Product Catalog, Pricing, Lead, Opportunity, Quote, Sales Agreement, and Order Management.
Proper role assignment ensures users can perform their responsibilities effectively while maintaining data security.
Show full answer Show less  
Role assignments are managed through the ServiceNow AI Platform user administration. Users and groups can be assigned specific roles to control their access and capabilities within the Sales CRM environment.

## Key Roles by CRM Module

* **Lead Management:** Roles include Lead Agent (full lead lifecycle access), Sales Agent (access to leads and CSM), Sales Operations Specialist (process configuration and read access), Lead Viewer (view product catalog), and Lead Writer (read access to lead data).
* **Opportunity Management:** Roles such as Sales Agent (manage opportunities), Sales Manager (review and assign opportunities), Sales Operations Specialist (process configuration), along with granular viewer and writer roles for sales cycles and stages.
* **Quote Management:** Includes Sales Agent (manage quotes), Sales Manager (assign quotes), and Sales Operations Specialist (configure sales processes).
* **Sales Agreement Management:** Roles allow read and write operations on sales agreements and related data, including distinct viewer and writer roles.
* **Product Catalog Management:** Roles range from Product Catalog Manager (full CRUD on catalog items) to Admin (extended administrative capabilities) and Viewer (read-only access).
* **Pricing Management:** Roles include Price List Admin (full control and system property management), Price List Manager and Writer (create/read/update/delete pricing entities with state restrictions), Sales Agreement Price List Writer (create/write access via workflows), and Price List Viewer (read-only access).
* **Order Management:** Covers Order Fulfillment Manager and Agent (approve and execute orders), Order Approver (approve orders without edit rights), Order Viewer (read-only access), and specialized roles for Service Order and Fallout Management with defined permissions for managing service orders and fallout records.

## Practical Considerations for ServiceNow Customers

* Assign roles based on the specific duties users or groups perform within Sales CRM modules to ensure proper access and security compliance.
* Be aware that some roles, such as Order Approver and Order Viewer, are part of the Business Stakeholder role, which may require additional licensing or entitlement.
* Utilize granular viewer and writer roles for fine-tuned access control, especially in Opportunity and Pricing Management, to align with organizational policies.
* For Order and Service Order Management, distinguish between managerial roles that have approval and edit capabilities and agent roles focused on task execution.

Implementing these roles effectively enables your organization to maintain secure, streamlined workflows across Sales CRM functionalities, ensuring users have appropriate access to perform their roles while protecting sensitive data.  
The Sales Customer Relationship Management (Sales CRM) applications use roles to control access to features and capabilities. Roles also determine access to information for data security, identify users, and define the work that users
perform in your organization.

## Overview of roles {#configure-SOM-roles__section_dmf_sjn_zzb}

Roles define the functions available to users of the Sales CRM applications, including:

* Product Catalog Management
* Pricing Management
* Lead Management
* Opportunity Management
* Quote Management
* Sales Agreement Management
* Order Management
{#configure-SOM-roles__ul_nhf_wr2_cqb}  
Assign roles to users and groups by using the ServiceNow AI Platform user administration feature.

* To assign a role to a user, see [Assign a role to a user](https://www.servicenow.com/docs/access?context=t_AssignARoleToAUser&version=yokohama&pubname=yokohama-platform-administration&ft:locale=en-US).
* To assign a role to a group, see [Assign a role to a group](https://www.servicenow.com/docs/access?context=t_AssignRoleToGroup&version=yokohama&pubname=yokohama-platform-administration&ft:locale=en-US).
{#configure-SOM-roles__ul_prq_452_cqb}

## Lead Management roles {#configure-SOM-roles__id_h12_llc_1cc}

The roles in the following table apply to Lead Management.{#configure-SOM-roles__table_h3w_5lc_1cc__entry__2}

| Role | Description |
|-|-|
| Lead Agent \[sn_customerservice.csm_workspace_user\] | Identifies, nurtures, and converts leads into opportunities. Creates, reads, updates, and deletes leads. Has access to CSM Workspace. I |
| Sales Agent \[sn_sales_common.sales_manager\] | Role that has access to CSM and lead entities. |
| Sales Operations Specialist \[sn_sales_common.sales_ops_specialist\] | Enhances efficiency and accuracy in sales operations. Read access to lead entities. Configures sales processes in an organization. |
| Lead Viewer \[sn_prd_pm.product_catalog_viewer\] \[sn_csm_ctxrul_mgt.context_variable_viewer\]\[sn_csm_ctxrul_mgt.rule_matrix_viewer\] | Granular role that has access to view product catalog entities such as product offerings. |
| Lead Writer | Read access to all lead tables such as header and line items. |
[ ]

{#configure-SOM-roles__table_h3w_5lc_1cc}

## Opportunity Management roles {#configure-SOM-roles__section_qdv_xt2_cqb}

The roles in the following table apply to Opportunity Management. To learn more about these roles, see [Opportunity Management](https://servicenow-prod.fluidtopics.net/bGTyq~RvBh4cXkaa28r3~g "The  ServiceNow Opportunity Management application enables your sales agents and account executives to analyze customer needs and generate product recommendations for potential customers.").{#configure-SOM-roles__table_q55_vpq_4nb__entry__2}

| Role | Description |
|-|-|
| Sales Agent \[sn_sales_common.sales_agent\] | Identifies, nurtures, and converts opportunities into successful sales. Creates, reads, and updates opportunities. |
| Sales Manager \[sn_sales_common.sales_manager\] | Reviews open opportunities and assigns them to sales agents. Creates, reads, and updates opportunities. |
| Sales Operations Specialist \[sn_sales_common.sales_ops_specialist\] | Enhances efficiency and accuracy in sales operations. Configures sales processes in an organization. |
| sn_opty_mgmt_core.opportunity_setup_viewer | Granular role that has access to sale cycle and stages. |
| sn_opty_mgmt_core.opportunity_setup_writer | Granular role that has access to sales cycle and stages. |
| sn_opty_mgmt_core.opportunity_viewer | Read access to all opportunity tables such as header and line items. |
| sn_opty_mgmt_core.opportunity_writer | Read access to all opportunity tables such as header and line items. |
[ ]

{#configure-SOM-roles__table_q55_vpq_4nb}

## Quote Management roles {#configure-SOM-roles__section_rdf_wt2_cqb}

The roles in the following table apply to Quote Management.{#configure-SOM-roles__table_s2h_3s2_cqb__entry__2}

| Role | Description |
|-|-|
| Sales Agent \[sn_sales_common.sales_agent\] | Identifies, nurtures, and converts quotes into successful sales. |
| Sales Manager \[sn_sales_common.sales_manager\] | Assigns quotes to sales agents or sales teams. |
| Sales Operation Specialist \[sn_sales_common.sales_ops_specialist\] | Enhances efficiency and accuracy in sales operations. Configures sales processes in sales operations. |
[ ]

{#configure-SOM-roles__table_s2h_3s2_cqb}

## Sales Agreement Management roles {#configure-SOM-roles__section_tk3_lvy_hcc}

{#configure-SOM-roles__table_wwg_4vy_hcc__entry__2}

| Role | Description |
|-|-|
| Sales Agent, Sales Manager, Data Viewer sn_sales_agmt_core.sales_agreement_viewer | Read operations on sales agreements, sales agreement lines, and related data such as characteristics, price lists, and other tables. |
| Sales Agent, Sales Manager sn_sales_agmt_core.sales_agreement_writer | Create, read, and update operations on sales agreements and sales agreement lines. |
[ ]

{#configure-SOM-roles__table_wwg_4vy_hcc}

## Product Catalog Management roles {#configure-SOM-roles__section_n3l_nq4_zzb}

The roles in the following table apply to Product Catalog Management. {#configure-SOM-roles__table_hxn_wqp_zzb__entry__2}

| Role | Description |
|-|-|
| Product Catalog Manager \[sn_prd_pm.product-catalog_manager\] | Create, read, update, and delete product, service, and resource specifications. |
| Product Catalog Admin \[sn_prd_pm.product-catalog_admin\] | Create, read, update, and delete product, service, resource specifications, characteristics, and characteristic options. Can also export and import catalog entities and set up any catalog-related system properties. |
| Product Catalog Viewer \[sn_prd_pm.product-catalog_viewer\] | Read access to product, service, resource specifications, characteristics, and characteristic options. |
[ ]

{#configure-SOM-roles__table_hxn_wqp_zzb}

## Pricing Management roles {#configure-SOM-roles__section_mpt_3kz_fvb}

The roles in the following table apply to Pricing Management.
{#configure-SOM-roles__table_qls_5jz_fvb__entry__2}

| Role | Description |
|-|-|
| Price List Admin \[sn_csm_pricing_pricelist_administrator\] | Create, update, and read pricing entities. Can also export and import pricing entities, set up or edit pricing-related system properties, and view transaction logs. |
| Price List Manager \[sn_csm_pricing_pricelist_manager\] | Create, update, and read pricing entities. |
| Price List Writer \[sn_csm_pricing.pricelist_writer\] | Granular role that has read, write, and delete access to pricing entities. To delete a pricing entity such as a price list or cost book, the pricing entity must be in Draft state. |
| Sales Agreement Price List Writer \[sales_agreement_pricelist_writer\] | Granular role that has read and create access to pricing entities. Create access is granted only through back-end workflows. Write access only for Sales Agreement price lists. Inherited within Sales Agreement Writer role. |
| Price List Viewer \[sn_csm_pricing.pricelist_viewer\] | Granular role that has read access to pricing entities such as price lists, price list lines, cost books, and cost book lines. |
[ ]

{#configure-SOM-roles__table_qls_5jz_fvb}

## Order Management roles {#configure-SOM-roles__section_xzc_nbq_11c}

Order Management uses the roles in the following tables to control and manage access to the application features for Order Management, Service Order Management, and Fallout Management.  
{#configure-SOM-roles__table_mph_dbq_11c__entry__2}

| Role | Description |
|-|-|
| Order Fulfillment Manager \[sn_ind_tmt_orm.order_fulfillment_manager\] | View and edit access to product orders, product order tasks, service orders, and resource orders. Fulfillment managers with this role can view, but not edit, order fallout records. The Order Fulfillment Manager receives orders, reviews order line items, checks that orders are ready for fulfillment, and then approves them. |
| Order Fulfillment Agent \[sn_ind_tmt_orm.order-fulfillment_agent\] | View access to product orders, product order tasks, service orders, and resource orders. Agents with this role can also view, but not edit, order fallout records, but they can edit some fields on the product order tasks. After the Order Fulfillment Manager approves an order, the agent performs these fulfillment tasks. This role also includes the Order Viewer \[order_view\] role. |
| Order Approver \[order_approver\] | View access to customer orders and product catalog data. Users with this role can approve customer orders but can't create, update, or delete an order like an Order Fulfillment Manager or Order Fulfillment Agent would do. This role also includes the Order Viewer \[order_view\] role. |
| Order Viewer \[order_viewer\] | View access to customer orders, product orders, product order tasks, service orders, and resource orders. You should also grant an order viewer with the sn_prd_pm.product_catalog_viewer role to access the product catalog data. Note: The order approver and order viewer roles are included in the Order Management Business Stakeholder role, which has a fee associated with it. Don't assign these roles to users without confirming that your organization has the appropriate entitlement. To learn more, see [Activate Business Stakeholder](https://www.servicenow.com/docs/access?context=activate-business-stakeholders&version=yokohama&pubname=yokohama-it-service-management&ft:locale=en-US). |
| Fulfillment Viewer \[sn_ind_tmt_orm.fulfillment_viewer\] | Granular role that has read access to fulfillment tables: order tasks, domain orders, product orders, resource orders, and service orders. |
| Fulfillment Writer \[sn_ind_tmt_orm.fulfillment_ writer\] | Granular role that has read and write access to fulfillment tables: order tasks, domain orders, product orders, resource orders, and service orders. This role includes the Fulfillment Viewer \[sn_ind_tmt_orm.fulfillment_viewer\] role. |
[Table 1. Order Management roles]

{#configure-SOM-roles__table_mph_dbq_11c}  
{#configure-SOM-roles__table_oph_dbq_11c__entry__2}

| Role | Description |
|-|-|
| Service Order Manager \[sn_ind_tmt_orm.service_order_manager\] | View and edit service order requests, service orders, resource orders, and related fulfillment tasks. A manager with this role can also view, but not edit, order fallout records. The Service Order Manager can review external service order requests, review service order line items, checks that service orders are ready for fulfillment, and then approve them. |
| Service Order Agent \[sn_ind_tmt_orm.service_order_agent\] | View access to service order requests, service orders, resource orders, and related fulfillment tasks. Service Order Agents can edit some fields on the service order tasks. After the Service Order Fulfillment Manager approves a service order, the agent performs these tasks. This role also includes the Order Viewer \[order_view\] role. |
[Table 2. Service Order Management roles]

{#configure-SOM-roles__table_oph_dbq_11c}  
{#configure-SOM-roles__table_lny_cnh_sbc__entry__2}

| Role | Description |
|-|-|
| Fallout Manager \[sn_fallout_mgmt.fallout_manager\] | Create, view, assign, and edit fallout records. Managers with this role can also view order tasks and domain orders. |
| Fallout Agent \[sn_fallout_mgmt.fallout_agent\] | View fallout records. Agents with this role can also update the state of fallout records and create work notes on them. |
[Table 3. Fallout Management roles]

{#configure-SOM-roles__table_lny_cnh_sbc}