Hello all,
We have assigned sn_customerservice.self_contributor.
It enables users with the snc_internal role to create cases for themselves.
Capabilities of self_contributor:
The capabilities granted by the sn_customerservice.self_contributor role primarily focus on the user's ability to manage their own requests.
◦ Create cases on their own behalf, including cases for catalog items.
◦ Create cases from various communication channels (phone, web, chat, Virtual Agent,
messaging).
◦ View and follow up on cases they have created for themselves.
◦ Add additional comments and attachments.
◦ Accept or reject a solution.
◦ Close a case.
◦ Receive notifications of case updates.
◦ Read work notes.
In the Application Navigator, enter license_role.list to open the Subscription
Roles table.
1. Click the Personalize List (gear icon) to customize visible fields.
2. Select Name, Application, and Role Type to view each role, the application it's tied to,
and its classification.
Role Types & Licensing:
● Fulfiller (FF) Role: Grants full access to view and update all cases. Users assigned this
role will consume a Fulfiller license.
● Business Stakeholder (BSH) Role: Allows users to view all cases but not update them.
Users consume a BSH license if this is their highest assigned role.
● Requester Role: Users can only view and update their own cases. This role does not
consume a license on most role-based products like CSM (however, there’re a few
products that include Requesters)
