Licensing Clarification – CSM Portal-Only Customers (B2B Model)

[maxpawan2]

Hi Community,

We are using the CSM & ITSM suite and operate a B2B model where we act as an intermediary between two customers — one at the source side and one at the destination side — and earn a commission for facilitating the service.

We plan to use CSM Case Management to manage disputes via the Service Portal.

#csm

#case

#license

Customer interactions would be:

• Create cases (disputes) – Source customer

• View status – Both customers

• Provide updates – Both customers

• Resolve a case by adding a reference – Destination customer

• Accept or reject the resolution – Source customer

They will only use the portal and will not access the platform UI or perform agent/fulfiller activities.

Would standard customer/requester access be sufficient in this scenario?
Is any additional license (e.g., Business Stakeholder) required if they are updating cases through the portal?

Appreciate your guidance!

[Dr Atul G- LNG]

Hi @maxpawan2 

First, for CSM, use the CSM portal instead of the SP portal, as the SP portal is not recommended.

If they are using the SP portal, no license is required, and they can view only their own cases/records. However, a full Fulfillment license is required for full access.

That said, Business Stakeholders do require a license cost [ my experience say]. For more clarity, it’s best to get in touch with your ServiceNow account representative.