Business Stakeholder for Customer Service Management includes plugins and roles that provide access to business stakeholder features.

Customers who have purchased the Customer Service Management Subscription product may provide Business Stakeholder users with the rights to the following actions:
  • Create cases on behalf of a customer or a service organization.
  • View cases, case tasks, and customer data.
  • View and drill through reports.
  • Approve requests.

Roles for business stakeholder users

You can assign the following roles to any user who is a business stakeholder.

Table 1. Create cases on behalf of customers
Role Description Contains roles Plugin User type
Account contributor

[sn_customerservice.account_contributor]

 This role enables users to create cases for any account. sn_customerservice.case_contributor_creator CSM Contributor User (com.snc.csm_contributor_user) Internal and external
Case authorized contributor

[sn_customerservice.case_authorized_contributor]

 This role enables users, when added to an individual case as a related party, to:
  • Add additional comments and attachments
  • Receive notifications on case updates
  • Update case tasks
  • Accept or reject a solution
  • Close a case
  • sn_customerservice.case_write_granular
  • sn_customerservice.case_related_party_write_granular
 CSM Contributor User (com.snc.csm_contributor_user) Internal
Consumer contributor

[sn_customerservice.consumer_contributor]

 This role enables users to create cases for any consumer. sn_customerservice.case_contributor_creator CSM Contributor User (com.snc.csm_contributor_user) Internal and external
Relationship contributor

[sn_customerservice.relationship_contributor]

 This role enables users to create cases for those customers with which they have an established relationship. sn_customerservice.case_contributor_creator CSM Base Extension Entities (com.snc.cs_base_extension) Internal and external
Location Relationship Manager

[sn_bus_loc.location_relationship_manager]

 This role enables users to view cases across all the external business locations where they have sn_bus_loc.location_relationship_manager responsibility. sn_customerservice.svc_location_manager_contributor Business Location (com.snc.business_location) Internal
Location Manager Contributor

[sn_customerservice.svc_location_manager_contributor]

 This role enables users to create, update, view, and approve cases. They can also register and remove staff across all business locations they manage. 
  • sn_customerservice.consumer_contributor
  • sn_customerservice.svc_location_manager_core
  • sn_customerservice.service_organization_contributor
  • sn_customerservice.account_contributor
 Business Location (com.snc.business_location) Internal and external
Table 2. Create cases as proxy contact
Role Description Plugin User type
Proxy contact

[sn_customerservice.proxy_contact]

 This role enables employees to create cases for customer accounts and contacts. CSM Extension for Proxy Contacts (com.snc.csm_proxy_contacts) Internal

For more information about the proxy contact role, see Create cases as a proxy contact.

Table 3. Create cases on behalf of service organizations
Role Description Contains roles Plugin User type
Service organization contributor

[sn_customerservice.service_organization_contributor]

 This role enables users to create cases for their business location. sn_customerservice.case_contributor_creator Business Location (com.snc.business_location) Internal and external
Table 4. Approve orders
Role Description Plugin User type
Order approver

[sn_csm_om.order_approver]

 Users with this role can view customer orders and product catalog data and can approve customer orders. They cannot create, update, or delete orders.
Note: This requires subscription to Order Management.
 Order Management (com.sn_csm_order_mgmt) Internal
Table 5. View cases, case tasks, and customer data
Role Description Plugin User type
Account order viewer

[sn_csm_om.account_order_viewer]

 This role provides read-only access to orders, order lines, and order tasks. Order Management (com.sn_csm_order_mgmt) Internal
Business location viewer

[sn_bus_loc.viewer]

 This role provides read-only access to business locations.
Note: This role provides unrestricted access to view all business locations regardless of other access controls.
 Business Location (com.snc.business_location) Internal
Case viewer

[sn_customerservice.case_viewer]

 This role provides read-only access to all cases. Internal
Case task viewer

[sn_customerservice.case_task_viewer]

 This role provides read-only access to all case tasks.
Note: When combined with the case viewer role (sn_customerservice.case_viewer), a user can access all customer service cases and all case tasks.
 Internal
Consumer order viewer

[sn_csm_om.consumer_order_viewer]

 This role provides read-only access to orders, order lines, and order tasks. Order Management (com.sn_csm_order_mgmt) Internal
Customer data viewer

[sn_customerservice.customer_data_viewer]

 This role provides read access to customer data, including account, consumer, and household data, and the information included in the related lists. Internal
Household viewer

[sn_csm_household.viewer]

 This role provides read-only access to all households.
Note: This role provides unrestricted access to view all households regardless of relationship or other access controls.
 Customer Service Household (com.snc.household) Internal
Service organization viewer

[sn_service_org.viewer]

 This role provides read-only access to service organizations.
Note: This role provides unrestricted access to view all service organizations regardless of other access controls.
 Service Organization (com.snc.service_organization) Internal
Table 6. View and drill into reports and dashboards
Role Description User type
Performance Analytics viewer

[pa_viewer]

 This role can:
  • View Analytics Hub.
  • Create thresholds and targets for indicators.
  • Read, update, and delete the thresholds and targets that are created.
  • View text analytics widgets on dashboards.
 Internal
Table 7. View projects and project tasks
Role Description Contains roles User type
Project Stakeholder

[sn_customerservice.projectstakeholder]

 This role can:
  • View all projects.
  • View project information.
  • View project task information.
 sn_customerservice.projectstakeholder Internal