Assign roles to CSM users
Roles control access to features, capabilities, and data in the Customer Service Management application.
Before you begin
Role required: import_admin, user_admin, and sn_crm_foundation_admin
Before you can assign roles to your users, make sure that these users have already been configured.
About this task
You can assign roles to individual users or groups. Apply roles to groups and the members of those groups inherit those roles.
The Customer Service Management application provides two types of roles: internal roles for agents and managers and external roles for customers, customer partners, and consumers.
| Internal Roles | External Roles |
|---|---|
| Business-to-business (B2B) - sn_customerservice_agent - sn_customerservice_manager | Business-to-business (B2B) Customer - sn_customerservice.customer - sn_customerservice.customer_admin - sn_customerservice.customer_case_manager |
| Business-to-business (B2B) Partner - sn_customerservice.partner - sn_customerservice.partner_admin | |
Business-to-consumer (B2C) - sn_customerservice.consumer_agent - sn_customerservice_manager Note: Assigning a consumer role without a linked consumer record prevents the user from performing consumer activities. You can create the consumer record by navigating to All > Customer Service > Customer > Consumers before assigning the role. | Business-to-consumer (B2C) sn_customerservice.consumer |
| Unified Consumersn_customerservice.unified_consumer |
Procedure
You can assign roles to users and groups using guided setup.
You can also assign roles to users and groups using the ServiceNow AI Platform user administration feature.
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