Difference between Proxy Contact and Contributor User in CSM

[Ashish1]

We have implemented CSM in our company which is used by internal employees and external vendors to create cases. Internal employees use Service Portal to create cases and external vendor uses email channel to create cases. External vendors doesn't have access to the CSM portal.

For internal employees, we are using a proxy contact role. I see ServiceNow has released Self contributor [sn_customerservice.self_contributor] role which seems very similar to the proxy contact role.

1) Is there any difference between proxy contact and contributor role ? 

2) What is the best method to assign this role to internal employees? We do not want to assign this to everyone in the company.

[Community Alums]

Hi @Ashish1 ,

Please go through the roles and it's uses:

https://www.servicenow.com/docs/bundle/vancouver-customer-service-management/page/product/customer-s...

Assign roles to CSM users 

[Ashish1]

hi Sandeep,

I've already reviewed the documentation page and it doesn't provide clear distinction between proxy contact and contributor role use. Both seem very similar and used by internal users to create cases in CSM product.

Thanks

Ashish

[Amarjeet Pal · Accepted solution]

Hello @Ashish1 ,

Let me explain you this :
Proxy Contact : It allows internal employees to raise a case on behalf of customer

Basically used when employees need to create cases for external customers . Assume these external customers dont have access to CSM portal.

Self Contributor role :Enables users to create and manage their own cases.

This role is given to the users who uses CSM platform but you dont want to give them full access to all the functionalities. eg. only Creation of cases , adding comments/worknotes to their cases rest ready only.

Hope you are clear now. Please do tag me if you need more understanding of any roles in CSM. We have been using Service Organisation Model so We have reviewed all these roles in depth.

Regards
Amarjeet Pal
Advania UK