“External Users” capabilities in unrestricted license model for CSM

[miguel syntech]

Hello Team.

Could you clarify the “External  Users” (snc_external) capabilities in unrestricted license model for CSM?

On file "Madrid ServiceNow Commercial Pricing Policy for Resale Partners.pdf" at "2.2.1 Unrestricted Users"; it mention: "Customer  Service  Management “External  Users” with  the snc_external role is not counted."

At 2.2.5 CSM User; it mention: "External CSM Users may create, view, or modify requests of their own or related accounts via the customer portal, approve requests for new contact creation; and manage users or assets of their own or related accounts."

I have a Use Case in that the final customer do a request, the resolutor size the effort and request cost; after, the customer (requester) have to approve or reject this sizing to the resolutor can complete the request.

In this case, Could be a “External  User” (snc_external) the requester?

What about the providers? Can they be “External  User” (snc_external)? Can they solve tickets?

Thank you so much.

[Xavier Cordero]

Hello Miguel,

For licensing questions, I would recommend reaching out to your ServiceNow Sales rep to get a more clear answer from them. They should be able to provide answers for those types of questions, and if they can't immediately provide the answer, they'll be able to put you in touch with people that can answer licensing questions for your specific use case.