CSM roles/access

[Murali7]

Hi Team,

As one of my client requirement, i need to create a new work flow for CSM.

which level of access/role is required to manage the case management.

which is the highest role for CSM, do we have admin role that applies only to CSM?

Need your assistance.

Thanks in advance!!

Regards,

Murali R

[Maik Skoddow]

Hi

unfortunately it is not really clear what your issue is. Please provide more details and especially screenshots, so we can better understand your situation and help you accordingly.

Yet I try to answer you: In CSM there is no single role "to rule them all". We have different types of users and for each type is an individual set of roles. Please see the following support article for an overview: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0639072

Kind regards
Maik

[Murali7]

Hi,

As a Business Analyst i need to check the existing functionality from end to end in the system and to test the development.

Which role i need to get for this?

Regards,

Murali R

[Maik Skoddow]

Hi

did you really read my previous answer? I provided to you a page with an overview of CSM-related roles and how they stick together.

So if you want to test end-to-end processes, you have to prepare different users (aka personas) with the respective roles. Then impersonate these users and test the processes.

Kind regards
Maik

[Community Alums]

HI Murali,

There is no highest or lowest level of roles being given. The role is given based on the roles and responsibility one has in the system.

Here is everything you want to know about roles and the to whom it should be given :

https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-ma...

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep