Why OOB snc_internal role is given to customer contacts

[chetan_s]

Hi All,

I had a doubt about snc_internal and snc_external role.

When we activate customer service management plugin oob snc_external and snc_internal role added into the environment, but when we create a customer contact manually why snc_internal role is granted to it not snc_external.

[Yingjie Sun]

Hi,

Here is the documentation about how to let customer finish self registration. OOB, by following this procedure, the customer role would be automatically granted to registered users after they are approved. 

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

The BR you are talking about is named as: "Add customer role to contacts", this would be triggered when a new record is inserted or updated in "customer_contact" table. 

If you create your own registration process, pls. make sure the roles are handled properly, the contact role should contain sn_esm_user role, otherwise most of the features won't be able to work. The sn_esm_user role contains snc_external.