Roles and components of Partner Relationship Management

  • Release version: Zurich
  • Updated June 16, 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 provides a structured role-based access control system designed to manage relationships between enterprises and channel partners securely and efficiently. The PRM plugin (com.snc.partnerrelationshipmanagement) includes both functional and granular roles that define varying levels of access to data and functionality, enabling users within the enterprise and partner ecosystem to perform their tasks effectively.

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    Functional Roles

    Functional roles aggregate multiple granular permissions to cover comprehensive responsibilities needed to interact with partner data and cases. These roles identify users such as enterprise admins, partner relationship managers, agents, and partner managers or associates, each with specific access and duties:

    • Enterprise Partner Admin: Administers partner enterprise data and access.
    • Enterprise Partner Relationship Manager: Manages partner-related cases and relationships within the enterprise.
    • Enterprise Partner Agent: Handles fulfillment of partner cases for the enterprise.
    • Partner Manager: Manages and reports on partner cases via the partner portal.
    • Partner Associate: Reports on partner cases for their associated partners.

    Granular Roles

    Granular roles provide fine-tuned access control on specific PRM tables and features, supporting data security and operational precision. Examples include:

    • Channel Partner Writer: Edit access to the channel partner table.
    • Partner Program Writer: Edit access to partner program data.
    • Partner Program Relationship Writer: Edit access to partner program relationships.
    • Partner Data Viewer: Read-only access across key partner tables.
    • Experience Role: Ensures consistent UI experience and must be inherited by other roles to access PRM modules in ServiceNow interfaces.
    • Program Segment Writer: Create, read, and update access to program segment mappings.

    System Properties and Administration

    The Enterprise Partner Admin role has read/write access to specific system properties related to partner activities and portal configurations, allowing configuration and customization of the PRM environment.

    Responsibilities and Relationships

    Responsibilities define role functions and support users by establishing relationships between partner entities. This enables secure and efficient access management aligning with business processes.

    Practical Benefits for ServiceNow Customers

    • Role-based access ensures data security while enabling authorized users to perform their duties effectively.
    • Granular and functional roles allow precise control over what users can see and do within the PRM application.
    • Clear separation of duties improves operational efficiency and partner collaboration.
    • Customizable system properties and responsibilities support tailored PRM configurations for different enterprise needs.
    • Inheritance of the Experience role ensures consistent user interface access across portals and workspaces.

    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