Roles and components of Partner Relationship Management

  • Release version: Australia
  • Updated June 16, 2026
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    Summary of Roles and components of Partner Relationship Management

    The Partner Relationship Management (PRM) application in ServiceNow uses a structured role-based model to control access, maintain data security, and manage relationships between enterprises and their channel partners. The PRM plugin includes predefined functional and granular roles that define specific access permissions and responsibilities for both internal enterprise users and external channel partners.

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    Key Features

    • Functional Roles: These roles encompass multiple granular roles and are designed around business functions requiring broad access across partner entities. They enable users to perform roles such as partner administration, relationship management, case fulfillment, and case reporting within the partner ecosystem.
    • Granular Roles: These provide fine-tuned access to specific tables and data within the PRM application, such as channel partner data, partner programs, and program relationships. This model ensures users only access the information necessary for their responsibilities, enhancing data security and operational efficiency.
    • Experience Role: A specialized granular role that guarantees consistent user experience across the ServiceNow platform, Customer Service Management (CSM) workspace, and the Partner portal. It must be manually assigned to roles to enable access to PRM modules.
    • System Properties Access: The Enterprise Partner Admin role has read/write permissions for key PRM-related system properties, allowing configuration of fields and portal behaviors.
    • Responsibilities: These define specific functions or roles that support users and help establish relationships between partner entities, facilitating tailored access control within the partner network.

    Key Outcomes

    • ServiceNow customers implementing PRM can efficiently manage partner and enterprise user access with clear role definitions that align with business functions.
    • Granular roles enhance security by restricting data access to the minimum necessary, protecting sensitive partner and program information.
    • Functional roles streamline collaboration and case management across the partner ecosystem, improving responsiveness and customer experience.
    • Manual inheritance of the Experience role ensures a seamless and consistent user interface experience across multiple ServiceNow environments involved in partner interactions.
    • Administrators can configure PRM properties through the Enterprise Partner Admin role, supporting customization aligned with organizational needs.

    The Partner Relationship Management application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between enterprises and channel partners.

    The PRM plugin (com.snc.partner_relationship_management) comes with a set of functional and granular roles, each with varying levels of access to raise and address queries.

    The PRM application provides access and permissions to users part of both the enterprise and the channel partner ecosystem.

    Functional and granular roles

    Functional roles help provide authorized related parties access to enterprise and channel partner members. A granular model helps to protect data by granting the required level of access to the relevant enterprise or channel partner entities. With this functionality, each role is associated with a set of privileges or responsibilities that determine users’ access to certain information.

    You can set granular policies that authorize individuals to do their jobs efficiently and effectively, which helps to improve the customer experience.

    Roles and descriptions

    Functional roles are a set of granular roles that are required to perform a function that requires access to multiple entities. The following table lists the functional roles for Partner Relationship Management.
    Table 1. Functional rolesList of functional roles and their descriptions.
    Role Description Contains roles
    Enterprise Partner admin (sn_prm.enterprise_partner_admin) A user who is an admin for the partner enterprise.
    • sn_service_org.writer
    • sn_prm.channel_partner_writer
    • sn_prm.partner_program_writer
    • sn_prm.partner_program_rel_writer
    • sn_customerservice.csm_workspace_user
    • sn_seg.segment_mgmt_admin
    Enterprise Partner Relationship Manager (sn_prm.enterprise_partner_rel_manager) Contributor who belongs to an enterprise and is responsible for managing cases associated with the partner hierarchy.
    • sn_bus_loc.location_relationship_manager
    • sn_prm.partner_data_viewer
    • sn_customerservice.csm_workspace_user
    Enterprise Partner Agent (sn_prm.enterprise_partner_agent) Fulfiller who belongs to an enterprise and is responsible for fulfilling partner cases.
    • sn_customerservice_agent
    • sn_prm.partner_data_viewer
    Partner Manager (sn_prm.external_partner_manager) Contributor who belongs to a partner entity and is responsible for reporting cases associated with their partner hierarchy on the portal.
    • sn_customerservice.svc_location_manager_contributor
    • sn_prm.partner_data_viewer
    • sn_prm_dr.partner_deal_reg_manager
    Partner Associate (sn_prm.external_partner_associate) Contributor who belongs to a partner entity and is responsible for reporting cases associated with their partners on the portal.
    • sn_customerservice.service_organization_contributor
    • sn_prm.partner_data_viewer
    The following table lists the granular roles installed with Partner Relationship Management.
    Table 2. Granular rolesList of granular roles and their descriptions.
    Role Description Inherited roles
    Channel partner writer (sn_prm.channel_partner_writer) This role provides granular edit access to the channel partner table. Partner Data Viewer (sn_prm.partner_data_viewer)
    Partner Program Writer (sn_prm.partner_program_writer) This role provides granular edit access to the partner program table. Partner Data Viewer (sn_prm.partner_data_viewer)
    Partner Program Relationship Writer (sn_prm.partner_program_rel_writer) This role provides granular edit access to the partner program relationship table. Partner Data Viewer (sn_prm.partner_data_viewer)
    Partner Data Viewer (sn_prm.partner_data_viewer) This role provides granular read access to the channel partner, partner program, and partner program relationship tables. NA
    Experience (sn_prm.partner_ui) This role provides granular access to organization staff to ensure a consistent experience across all user interfaces.
    Note:
    The Experience role needs to be manually inherited into other roles to view the Partner Relationship Management modules on ServiceNow platform, CSM Configurable Workspace, and the Partner portal.
    		 NA
    Program Segment Writer (sn_prm.program_segment writer) This role provides users with the create, read, and update access to the Program segment mapping (sn_prm_program_segment_mapping) table.
    • Partner Data Viewer (sn_prm.partner_data_viewer)
    • Segment Data Viewer (sn_Seg.segment_mgmt_data_viewer)

    System properties

    Navigate to All > Partner Relationship Management > Properties. The Enterprise Partner admin (sn_prm.enterprise_partner_admin) has the read and write access to the following properties.
    • glide.ui.sn_prm_partner_program_activity.fields
    • glide.service_portal.resize_text.partner.enable_rem_conversion
    • glide.ui.sn_prm_partner_program_relationship_activity.fields
    • glide.ui.sn_prm_channel_partner_activity.fields