Business Stakeholder for Customer Service Management

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Business Stakeholder for Customer Service Management

    The Business Stakeholder for Customer Service Management (CSM) provides specific roles and plugins enabling users to perform key actions related to customer service cases. This offering is available to customers with the Customer Service Management Subscription and empowers business stakeholders to create cases on behalf of customers or service organizations, view case and customer data, approve requests, and access detailed reports.

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    Roles and Access

    The solution includes a comprehensive set of roles tailored to different user needs within the customer service ecosystem. These roles grant appropriate levels of access and capabilities, ensuring secure and efficient case management and customer interaction:

    • Create Cases on Behalf of Customers: Roles such as Account Contributor, Case Authorized Contributor, Consumer Contributor, Relationship Contributor, Location Relationship Manager, and Location Manager Contributor enable users to create and manage cases for accounts, consumers, and related parties, with varying scopes of access and update rights.
    • Create Cases as Proxy Contact: The Proxy Contact role allows employees to create cases on behalf of customer accounts and contacts, facilitating support without direct customer involvement.
    • Create Cases on Behalf of Service Organizations: The Service Organization Contributor role permits users to create cases associated with their business locations.
    • Approve Orders: The Order Approver role from the Order Management plugin lets users view and approve customer orders and product catalog data without editing capabilities, contingent on having an Order Management subscription.
    • View Cases, Case Tasks, and Customer Data: Multiple viewer roles provide read-only access to cases, case tasks, orders, customer data (including accounts, consumers, households), business locations, and service organizations. Some roles provide unrestricted viewing rights, irrespective of other access controls.
    • View and Drill Into Reports and Dashboards: The Performance Analytics Viewer role enables users to explore analytics dashboards, create and manage thresholds, and access text analytics widgets.
    • View Projects and Project Tasks: The Project Stakeholder role allows users to view all project-related data and tasks.

    Practical Benefits for ServiceNow Customers

    By assigning these roles, ServiceNow customers can precisely control business stakeholder permissions, ensuring stakeholders can contribute effectively to case creation, updates, approvals, and data visibility while maintaining security and compliance. This role-based access supports collaboration across internal and external teams, enhances customer service responsiveness, and provides actionable insights through reporting and analytics.

    Implementing these roles enables organizations to streamline customer service workflows, improve transparency, and empower stakeholders with the right tools and information to make informed decisions and drive customer satisfaction.

    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