CSM External user agent access

sanjeevkumar
Tera Contributor

‎08-27-2024 03:27 AM

As per the business need, we have external vendors who should work on the cases which will assigned to them. They will stay in portal only. I have below concern.

 

What all roles should I give to them (Same role what internal agent have)? 

 

If I am giving access similar to Internal agents then they are getting access to location/company/Asset tables as well. That is casing the risk. Please assist how I can handle this problem.

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Robbie
Kilo Patron
Kilo Patron

‎08-27-2024 03:33 AM - edited ‎08-27-2024 03:37 AM

Hi @sanjeevkumar,

 

Check the below link which gives a great overview of the different roles and use cases per role for CSM (Customer Service Management)

 

I suggest you review the 'Consumer' role and 'Consumer Agent':

 

Customer and consumer

Customer roles are for B2B business needs, which provide service to business customers. Consumer roles have been introduced to support the scenarios for individual customers in B2C mode. They provide case management, asset, contracts, and entitlement service, and also provide phone-based support for individual consumers.

  • The consumer has the right to create cases for themselves after logging in.

  • Consumer_agent is a B2C consumer service agent. Has the right to create, read, and update consumer records and cases.

  • Customer agents and consumer agents handle similar use cases but deal with different groups of users.

  • Customer agent does not have access to consumer related cases. (Consumer agent does not have access to customer cases.)

Full link with diagrams etc:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0639072

 

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Thanks, Robbie

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