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 · Accepted solution]

Hi @maxpawan2 

5. Target customer are able to provide comment to task(or case) or mark the case resolve.

This requires a license. The reason is that ultimately the case record gets updated.

If only the user who logged the case resolves it, then a license may not be required. However, if anyone else updates or resolves it, a license is needed.

Also, this is not a best practice, as you are essentially changing or bypassing the licensing system of ServiceNow.

[maxpawan2]

Perfect thanks