CSM Demo Data - Data Model

[wsimpsonsnow]

I am interested in working through some CSM use cases in my developer instance and I need some guidance on the installed demo data.  Does anyone know which users to impersonate to perform these activities and actually see fully related data?
Log into the CSM portal as an external customer user to log a case

Log into the CSM as an internal support agent and locate that case and manage it

Log into the CSM as an internal support team manager and manage the support agent's calendar, skills, etc.

Thanks for any guidance you can offer on how to run through these connected use cases through user impersonations.

[Clara Lemos]

Hi @wsimpsonsnow ,

You should be looking for test users with the following roles:  

• Log into the CSM portal as an external customer user to log a case -> any user with sn_customerservice.customer role 
• Log into the CSM as an internal support agent and locate that case and manage it -> any user with sn_customerservice_agent role 
• Log into the CSM as an internal support team manager and manage the support agent's calendar, skills, etc. -> any user with  sn_customerservice_manager / wm_manager for skills and wm_manager for Team's calendar. 

(Note : If you navigate to sys_user_role.list , within the role record you can see a related list that shows users with that role, just be sure not to test with users that have more roles on top. )

If that helps please mark my answer as correct / helpful!
And if further help is needed please let me know

Cheers

[ersureshbe]

Hi,

One correction mentioned in the above statement

• Log into the CSM portal as an external customer user to log a case -> snc_external
• Log into the CSM as an internal support agent locate that case and manage it -> snc_internal + sn_customerservice_agent role 

[wsimpsonsnow]

Thanks for the roles listed above.  I have a dev instance with all demo data loaded.  I would have thought there would be users with those roles in the demo data but there are none.  Unless I am missing something . . .