Customer Service Management Roles

[Sam Ogden]

Hi All,

I am trying to establish what the exact purpose of a couple of roles are but I am struggling to find out this information.   Please can you point me in the right direction for the following roles:

• sn_customerservice.agent
• sn_customerservice.manager
• sn_esm_agent
• sn_esm_agent

I know that these are part of the customer service management section, but for example what is the exact purpose of sn_esm_agent role?

Any help is greatly appreciated.

[sergiu_panaite]

Roles installed with Customer Service Management

[Sam Ogden]

HI Sergiu,

Thanks for the above link.   These are the docs that I had found, but all it is telling me is that sn_esm_agent gets inherited as part of the sn_customerservice.consumer_agent or sn_customerservice_agent.   Is there any information as to what the sn_esm_agent role specifically is for?

Thanks

[erikbartholdy · Accepted solution]

hi Sam,

this might answer the questions

CSM ACL White Paper

[Sam Ogden]

Hi Erik,

Thanks for the link to the white paper.   That is very helpful.   I've only had a quick skim read but seems to answer all I was looking for.

Thanks

Sam