Roles required for B2B2C data models
With the B2B2C model, organizations across industries can easily configure multi-level customer relationships and support business customers who, in turn, support their end consumers.
Customer data models for B2B2C require different roles, depending on the tasks you perform.
| Role | Tasks |
|---|---|
| sn\_customerservice\_agent \(customer service agent\) | Create a case for an account consumer from platform or Customer Service Management \(CSM\) workspaces to track issues. See Create cases for an account consumer. |
| awa\_agent and sn\_customerservice\_agent | Accept a chat request on CSM workspaces and create a case from the chat interaction. |
| sn\_customerservice\_manager \(customer service manager\) | Associate consumers to an account to identify the end consumers who are using products or services.Associate install base items/sold products with account consumers to track the end consumer issues. |
| sn\_acct\_consumer.consumer \(account consumer\) | View sold products/install bases items to track the instances provisioned for your account and the products or services sold to your account.Create a case for install base items or sold products issues from the CSM portal. You get email notifications when a case is created, commented, resolved, or closed. See Create a case from the CSM portal. |
| sn\_customerservice.customer \(account contact\) | View sold products/install bases items to track end consumer issues. SeeView install base information from the Customer Service Portal and View products information from the Customer Service Portal.Create a case for an account consumer to track consumer issues. See Create cases for an account consumer. |