Which role is required for Customer Contact User to access CSM Workspace

[RC8]

Which role is required for Customer Contact User to access CSM Workspace

[yogireddy8598]

As per my Know, To allow a Customer Contact User to access the CSM Workspace, the user must be assigned the sn_customerservice.agent_workspace_user role and  typically external users and are not designed to use the Agent Workspace. If you plan to give them access, make sure they are appropriately licensed as CSM agents

[Chaitanya ILCR]

Hi @RC8 ,

I don't think CSM Workspace is for customer contacts. it's for the agents to work on the cases raised by contacts(end users) I think the contact would only use portals.

OOB the ACL prevents the contacts(snc_external) users from accessing the csm workspace

you can check the ux_route ACLs on csm workspace for the same

OOTB canvas_user has access to the csm_workspace

it's not recommended to give contacts the access to the workspaces

How to grant the workspace access to the specific role users under workspaces on next experience UI ...

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[RC8]

@Chaitanya ILCR 

to access the approvals from CSM portal what roles that Contact user required?

[Ankur Bawiskar]

@RC8 

Customer contact user doesn't need access to CSM workspace

Workspace is used by CSM agents to work on cases and case tasks.

See the role which is applied to the OOTB CSM Workspace and there role "canvas_user" is present

so they should have that role in case they wish to see, but remember they will also require additional roles to see the workspace lists etc

If my response helped please mark it correct and close the thread so that it benefits future readers.