Need help on CSM internal employee cases

[shaik_irfan]

Hi,

We are in Orlando version. 

I am a beginner in CSM module. As per my understanding CSM is basically deisgned for customer which are external employees.

Now we have a scenario where Customer contact via phone Manager of the Account or Product, who are the internal employee's with snc_internal can they still raise Cases on behalf of the customer ?

And for some reason Internal employee's also wanted to raise a cases, how it can be acheived ?

How these cases are handled ?

[Willem]

Now we have a scenario where Customer contact via phone Manager of the Account or Product, who are the internal employee's with snc_internal can they still raise Cases on behalf of the customer?

You need the Customer Case Manager tole:

Customer case manager [sn_customerservice.customer_case_manager]

A customer role for managing the cases in an account and any related child accounts. The customer case manager role includes the privileges of the customer role and adds the following privileges: Create a case on behalf of another contact in the account View a list of cases belonging to the account Edit cases belonging to the account.

And for some reason Internal employee's also wanted to raise a cases, how it can be achieved?

You need the Customer role for that.

Customer [sn_customerservice.customer]

Customer role for researching questions, issues, or problems. Customers can create cases and view and edit existing cases for themselves. They can also view a list of assets belonging to their accounts.

https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service...

[shaik_irfan]

@Willem 

When i grant this role, user is inherited with snc_external role right ?

How come a user contain both internal and external role 

[Willem · Accepted solution]

For the Customer role, you inherit snc_external indeed. The Customer role is used to log cases via the Customer Service Portal and as you are viewed as the customer act in an external way.

If you want to create Cases in the back end you need the role 'sn_customerservice_agent' or 'sn_customerservice.consumer_agent':

[sanjay_kittur]

There is a role called sn_customerservice.proxy_contact which you can give to internal users who are not CSM Agents and this will let them create cases.

Activating the Proxy Contacts (com.snc.csm_proxy_contacts) plugin will bring in this role and add a new field called internal_contact to the case table which will be populated when an internal user with the proxy_contact role creates a case.

Please look into the link below for more information on the role and the feature,

https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/employee-create-case-for-customer.html