Contributor user roles

The contributor user data model includes several roles that control access to cases, case tasks, and related information, assigned to users based on business needs.

These roles are included with several different plugins:

• Customer Service (com.sn_customerservice)
• CSM Contributor User (com.snc.csm_contributor_user)
• Business Location (com.snc.business_location)
• CSM Base Extension Entities (com.snc.cs_base_extension)

See the following tables for detailed role descriptions.

Roles included with the Customer Service plugin

The following table lists the contributor roles that are included with the Customer Service (com.sn_customerservice) plugin along with their descriptions and associated roles.

Table 1. Customer service roles

Role	Description	Contains roles
Case task agent [sn_customerservice.case_task_agent]	This role provides access to case tasks and related case information. A user with this role can work on the following case tasks: Tasks that are assigned to the user or to the user's assignment groups. Tasks that have been created by the user. With this role, the user can: View and update case tasks. Add work notes, comments, and attachments. Update the status. Perform additional actions from a case task such as sending email. Create case tasks and assign them to other users. With this role, users have read-only access to customer information for the case: Account and contact records (for B2B cases) Consumer and household records (for B2C cases) Service organization records (business location cases)	sn_customerservice.csm_workspace_user sn_customerservice.customer_data_viewer sn_customerservice.case_contributor_editor
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.
Case viewer [sn_customerservice.case_viewer]	This role provides read-only access to all cases.
Case contributor editor [sn_customerservice.case_contributor_editor]	This role provides limited write access to some of the fields on the Case form if the user has read access to the case through another role. Limited write access is available for the following fields: Work notes Additional comments Attachments State or stage changes Contributor users Contributor groups Watchlist Work notes list
Case contributor viewer [sn_customerservice.case_contributor_viewer]	This role provides read access to all tables associated with a case if the user has read access to the case through another role. The user can access the All tasks I participate in module in CSM Agent Workspace.	sn_shn.user wm_read

Roles included with the CSM Contributor User plugin

The following table lists the contributor roles that are included with the CSM Contributor User (com.snc.csm_contributor_user) plugin along with their descriptions and associated roles.

Table 2. Roles for the contributor user plugin

Role	Description	Contains roles
Account contributor [sn_customerservice.account_contributor]	This role enables users to create cases for any account.	sn_customerservice.case_contributor_creator
Consumer contributor [sn_customerservice.consumer_contributor]	This role enables users to create cases for any consumer.	sn_customerservice.case_contributor_creator
Self-contributor [sn_customerservice.self_contributor]	This role enables users with snc_internal role to create cases for themselves.	sn_customerservice.case_contributor_creator
Case contributor creator [case_contributor_creator]	This role enables users to create cases and is included in the top-level contributor roles.

Roles included with the Business Location plugin

The following contributor roles are included with the Business Location plugin (com.snc.business_location).

Table 3. Roles for the business location plugin

Role	Description	Contains roles
Service organization contributor [sn_customerservice.service_organization_contributor]	This role enables you to create cases for their service organization (business location). Note: A service organization contributor must be a member of a service organization to create cases on its behalf.	sn_customerservice.case_contributor_creator

Roles included with the CSM Base Extension Entities plugin

The following contributor roles are included with the CSM Base Extension Entities plugin (com.snc.cs_base_extension).

Table 4. Roles for the CSM base extension entities plugin

Role	Description	Contains roles
Relationship contributor [sn_customerservice.relationship_contributor]	This role enables you to create cases for customers with which they have an established relationship. Note: The CSM Contributor User (com.snc.csm_contributor_user) plugin must be activated. Note: The CSM Contributor User plugin is moved to the App Store beginning with Australia release. A relationship contributor must be a member of an account, contact, or household team to create cases on their behalf.	sn_customerservice.case_contributor_creator

Additional roles

Table 5. Additional contributor roles

Role	Description	Contains roles
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.
Workspace user [sn_customerservice.csm_workspace_user]	This role provides access to case tasks from the following modules in the CSM workspaces: My Case Tasks My Group's Case Tasks You can also: Use Agent Assist to search for knowledge articles (if the User Criteria are set to provide access to knowledge). Create email (if you have the written access to the record and the email_composer role). View response templates (if response templates have been configured for the record). Note: By default, this role is added to the case task agent role (sn_customerservice.case_task_agent).	agent_workspace_user canvas_user sn_templated_snip.template_snippet_reader email_composer