Roles and components of Partner Relationship Management

  • Release version: Australia
  • Updated August 11, 2026
  • 2 minutes to read
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    Summary of Roles and Components of Partner Relationship Management

    The Partner Relationship Management (PRM) application in ServiceNow helps manage relationships between enterprises and channel partners by using defined roles to control access, maintain data security, and facilitate collaboration. The PRM plugin includes a set of functional and granular roles with varying access levels, ensuring that both internal enterprise users and external channel partners have appropriate permissions to raise and address queries effectively.

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    Functional Roles

    Functional roles are designed to enable users to perform specific functions that may require access across multiple entities. These roles come with a set of privileges that define users’ access and responsibilities. Key functional roles include:

    • Enterprise Partner Admin: Administers partner enterprise activities with broad access to partner-related data.
    • Enterprise Partner Relationship Manager: Manages cases within the partner hierarchy for the enterprise.
    • Enterprise Partner Agent: Responsible for fulfilling partner cases within the enterprise.
    • Partner Manager: External partner contributor who reports cases on the partner portal.
    • Partner Associate: External partner contributor who reports cases related to their partners on the portal.

    Granular Roles

    Granular roles provide fine-tuned access to specific tables and data objects, allowing precise control over what users can view or modify. Examples include:

    • Channel Partner Writer: Edit access to the channel partner table.
    • Partner Program Writer: Edit access to the partner program table.
    • Partner Program Relationship Writer: Edit access to partner program relationship table.
    • Partner Data Viewer: Read-only access to key partner data tables.
    • Experience Role: Grants consistent UI experience across ServiceNow modules and portals; must be manually assigned to other roles.
    • Program Segment Writer: Create, read, update access to program segment mapping table.

    System Properties and Role Management

    The Enterprise Partner Admin role has read/write access to critical system properties that affect partner program activities and portal configurations. Responsibilities can be added to roles to define user functions and establish relationships between partner entities, enhancing flexibility and security.

    Practical Benefits for ServiceNow Customers

    • Enables secure, role-based access management for both enterprise and partner users.
    • Improves data security by granting only necessary access through granular permissions.
    • Facilitates effective partner collaboration and case management within ServiceNow.
    • Supports customized user experiences across the platform and partner portals.
    • Allows administrators to tailor responsibilities to meet 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