Why cant CSM Agents Create Contacts or Accounts

[Richard T]

We have an issue at the moment in that the OOOB Roles for Customer Service Management do not allow our CSM agents to create or update contacts.

Not all of our Customers are keen to use the Portal functionality and prefer phone and email and this causes a problem when they request for new contacts to be added to an account or for basic Account Details to be updated.

Although this access is available to the Customer Service Manager, within our organisation they have more important jobs to do than create contacts.

What would be the easiest way to give a customer service agent the abillity to create and update contacts and accounts?

Thanks for any advice.

[Richard T]

Adding that role did indeed give the option to create contacts but not accounts, the agent can also no longer view all accounts and contacts as they are restricted to their own company/account

[Alberto Consonn]

For account, there is no way apart from granting admin role, so this is the best we can do...

[Alberto Consonn]

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Thank you very much

Cheers
Alberto

[Edward Halliday]

I would not add sn_customerservice.customer_admin to CSM agents. 

"Some conflicting roles are not supposed to be added to one user at the same time, such as sn_esm_user/sn_esm_agent, because it may trigger business rules/other components to have unexpected behaviors." Ref Link

I think the best options would be to modify the ACL's for the Account and Contact table, adding the CSM Agent role for create and update OOB ACL's should work. 

[Kezza]

Definitely do not give CSM Agents the sn_customerservice.customer_admin role. You would be mixing external and internal roles and as you noted, this will cause many other issues like agents not being able to view all accounts.

As Edward mentioned, I would look at the ACLs to allow CSM Agents access to create and update. Maybe even create a UI Action specifically for CSM Agents.