Roles and components of Partner Relationship Management

  • Release version: Australia
  • Updated July 20, 2026
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Roles and components of Partner Relationship Management

    The Partner Relationship Management (PRM) application in ServiceNow is designed to manage access, data security, and relationships between enterprises and their channel partners. It uses a combination of functional and granular roles to control permissions, enabling both internal enterprise users and external channel partners to efficiently raise and resolve queries while protecting sensitive information.

    Show full answer Show less

    Key Features

    • Functional Roles: These roles offer access to multiple entities and are designed to fulfill specific functions in managing partner relationships. Examples include Enterprise Partner Admin, Enterprise Partner Relationship Manager, Enterprise Partner Agent, Partner Manager, and Partner Associate. Each has defined responsibilities such as administration, case management, and reporting within the partner ecosystem.
    • Granular Roles: These roles provide fine-tuned permissions on specific data tables such as channel partner, partner program, and partner program relationship tables. Examples include Channel Partner Writer, Partner Program Writer, Partner Program Relationship Writer, Partner Data Viewer, Experience, and Program Segment Writer. Granular roles help enforce precise access controls to safeguard data integrity and user experience.
    • Experience Role: The Experience role (snprm.partnerui) is critical for consistent UI access across the ServiceNow platform, Customer Service Management (CSM) Configurable Workspace, and the Partner Portal. It must be manually inherited by other roles to enable module visibility.
    • System Properties Management: The Enterprise Partner Admin role also has read/write permissions to key system properties that influence partner program activities and portal behavior, allowing configuration aligned with business needs.

    What Customers Can Expect

    • Clear role-based access control that distinguishes between enterprise and partner users, ensuring appropriate data visibility and action permissions.
    • Enhanced security and data protection through a granular role model, reducing risks of unauthorized access.
    • Improved operational efficiency as users are granted tailored permissions to perform their responsibilities effectively.
    • Consistent user experience across various interfaces by leveraging the Experience role for UI access.
    • Administrative control over system properties related to partner programs, enabling customization to suit organizational requirements.

    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