CSM Data View Only - Will that count as a license?

[njsamuel]

In the CSM modules, can I give view only access to specific internal users(employees) ? We have limited fulfiller (internal employees) licenses to take action on tasks. However other internal users could benefit a lot from just viewing the information. They don't need to take any action, get notifications or any sort of updates. Just view information as needed. Will this view only access count as licenses?

[Alberto Consonn]

Hi,

if you grant users to only view information, will NOT count as a fulfiller license.

If I have answered your question, please mark my response as correct and/or helpful so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.

Thank you

Cheers
Alberto

[njsamuel]

Thanks. We are having a discussion with SNOW's licensing team next week to resolve this issue. So far from the emails, they said it will count as a license and their explanation was

"

> An External CSM User is defined as Customer's external contacts, including, but not limited to, Customer's accounts, consumers, households, partners or other contacts. External CSM Users may create, view, or modify requests of their own or related accounts via the customer portal, approve requests for new contact creation; and manage users or assets of their own or related accounts. External CSM Users are not included in the CSM User count and are not subject to Customer Service Management Subscription Product fees. 

Based on reading the thread and the mention of an AD group, it sounds like these are NOT external users and thus the clause above does not seem to apply.  Therefore I think Messer would incur an entitlement charge for this access based on the description of a CSM user:

>> A CSM User is defined as any employee or contractor of Customer or Customer Affiliate with the right to access one or more of the Customer Service Management applications and may perform any or all functions as defined in the User Type Definition section below."

Will keep you posted on the resolution.

“””

[Eran2]

Hey

Have you got any progress on this one? facing similar issues... where only viewer of CSM need to have full license?