In Field Service Management (FSM), whether to add outsourced service providers or third-party contractors as a contact or a user depends on the role they'll be playing and the permissions they need in your system.
-
Users: If these third-party contractors will need to log into your ServiceNow instance, be assigned work orders, interact with the system and update records, then they should be added as users. Users have login credentials and roles that grant them specific permissions within the system.
-
Contacts: If these outsourced service providers only need to be referenced in records or receive communications but won't interact directly with your ServiceNow instance, you could add them as contacts.
If you need information Service Organization Model , let me know I have recently implemented this model.
Thanks
Amarjeet Pal
Advania UK
