Customer Service Management Roles

Sam Ogden
Tera Guru

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.

1 ACCEPTED SOLUTION

erikbartholdy
Giga Guru

hi Sam,



this might answer the questions


CSM ACL White Paper


View solution in original post

4 REPLIES 4

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
Giga Guru

hi Sam,



this might answer the questions


CSM ACL White Paper


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