What is difference between Responsibility and Role and groups?

[kkcommunity]

In CSM responsibilities look similar to Groups (i may be wrong) ... what is exact differences?

Can't we use groups instead of responsibilities? 

[Sandeep Rajput · Accepted solution]

@kkcommunity Declarative responsibility framework in the Customer Service Management (CSM) application reduces the need for scripting by using the declarative responsibility framework to provide administrators with an option to create and update responsibility definitions and configure their access configurations.

The Responsibility Access Configuration [sn_customerservice_responsibility_access_config] table is used to store the metadata of the responsibility access configuration. This configuration specifies the level of access and the entities that can be accessed by a particular responsibility. 

In a nutshell it offers more configuration in context of CSM than what an OOTB Role and group offers.

For more information please refer to https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-servi...

Hope this helps.

[Sandeep Rajput · Accepted solution]

@kkcommunity Declarative responsibility framework in the Customer Service Management (CSM) application reduces the need for scripting by using the declarative responsibility framework to provide administrators with an option to create and update responsibility definitions and configure their access configurations.

The Responsibility Access Configuration [sn_customerservice_responsibility_access_config] table is used to store the metadata of the responsibility access configuration. This configuration specifies the level of access and the entities that can be accessed by a particular responsibility. 

In a nutshell it offers more configuration in context of CSM than what an OOTB Role and group offers.

For more information please refer to https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-servi...

Hope this helps.

[kkcommunity]

Thank you 

[Amitoj Wadhera]

Hi @kkcommunity ,

PFB explanation:

### Groups

- **What They Are**: Collections of users.
- **Purpose**: Manage permissions and assign tasks across various parts of ServiceNow.
- **Examples**: IT Support Team, HR Team.
- **Usage**: Broad role management and task assignments.

### Responsibilities in CSM

- **What They Are**: Specific roles within customer service cases.
- **Purpose**: Clearly define who is responsible for what in a customer service case.
- **Examples**: Case Manager, Customer Support Representative.
- **Usage**: Detailed responsibility assignment within customer service.

### Key Differences

1. **Scope**:
- **Groups**: General, used everywhere in ServiceNow.
- **Responsibilities**: Specific to Customer Service Management (CSM).

2. **Detail**:
- **Groups**: Broad roles and permissions.
- **Responsibilities**: Precise roles within customer service cases.

### Why Not Just Use Groups?

- **Specificity**: Responsibilities are more precise for customer service tasks.
- **Clarity**: Makes it clear who is responsible for what in a case.
- **Efficiency**: Better management of customer service interactions.

In short, groups are for general role management, while responsibilities are tailored for specific tasks within customer service, ensuring clarity and efficiency.

If you find my response helpful, please consider marking it as the 'Accepted Solution' and giving it a 'Helpful' rating. Your feedback not only supports the community but also encourages me to continue providing valuable assistance.

Thanks,

Amitoj Wadhera

[kkcommunity · Accepted solution]

Thank you for information