Manages view cases for only an account

[cloudv]

are there any CSM roles in the system which allows customer admins to only work as agents on their cases.

So basically just like itil or agent role for only for their accounts.

Because unless you have sn_customerservice_agent role you cannot see the workspace even if you have sn_customerservice.customer_admin role but you cannot view and manages cases in workspace.

[HIROSHI SATOH]

In ServiceNow's Customer Service Management (CSM) module, the sn_customerservice.customer_admin role is primarily designed for customer administrators to manage users and accounts, but it doesn't grant access to the Customer Service Management Workspace, where agents handle cases. To work as an agent on their own cases while being restricted to their specific accounts, customer admins would typically need the sn_customerservice_agent role.

However, you could potentially create a custom role that combines the permissions of a customer admin with limited agent capabilities, specifically for viewing and managing cases in the workspace. This custom role would need to include permissions from both sn_customerservice.customer_admin and sn_customerservice_agent but be scoped to only allow access to their cases.

※Please note that "sn_customerservice_agent" requires a fulfiller license.