Assign user personas, roles, and groups in Information Request Playbook

  • Release version: Zurich
  • Updated March 12, 2026
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    Summary of Assign user personas, roles, and groups in Information Request Playbook

    The Information Request Playbook application provides predefined roles, personas, and responsibilities that can be assigned to users to delegate access and manage capabilities effectively within the Social Benefits Playbook. This enables organizations to control user permissions and streamline collaboration on benefit cases.

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    Assigning User Roles

    To assign roles to users within your organization, follow these steps:

    • Ensure a user record exists or create one via All > User Administration > Users.
    • In the user record, use the Roles related list to add the appropriate roles.
    • Save changes and repeat for all necessary users.

    User roles determine the access level to Social Benefits Playbook features and data. It is important to identify which roles fit each user's responsibilities. For detailed role descriptions, refer to the Social Benefits Playbook roles and personas documentation.

    Note: Assigning roles requires admin privileges.

    Creating and Using User Groups

    Groups are used to organize users and assign roles collectively, simplifying management:

    • Create groups for different organizational functions, such as administrators, case agents, supervisory agents, and managers.
    • Assign roles directly to groups so all group members inherit those roles.
    • Manage group membership via All > User Administration > Group, adding users and assigning roles as needed.
    • You can create groups first and assign roles, or assign roles to users first and then add them to groups.

    This approach supports delegation of access and efficient team management across benefit programs.

    Practical Impact for ServiceNow Customers

    • Streamlines role management by enabling role assignment both at individual and group levels.
    • Supports organizational structure by allowing creation of tailored user groups aligned to business units or teams.
    • Ensures proper access control for case management and benefit program features, improving security and operational efficiency.
    • Facilitates compliance with organizational policies by clearly defining user responsibilities and access scopes.

    By default, the Information Request Playbook application comes with roles, personas, and responsibilities that can be assigned to existing users on the platform.

    Assigning user roles

    Assign roles to members of your records agency Social Benefits Playbook application so that your users can have delegated access to Social Benefits Playbook features, capabilities, and data.

    There are a few guidelines when assigning roles to users:
    • Determine the roles who would be working on the benefit cases for the agency, and what user would do what. For more information on the roles available in Social Benefits Playbook and to determine which makes sense for each user, see Grants Management roles and Grants Management Personas
    • Create as many users as needed in your organization.

    Role required: admin

    To assign roles to a user within an organization:

    1. Make sure a user record has been created within the organization. Navigate to All > User Administration > Users to create a user record, or open an existing user record.
    2. In the Roles related list, select Edit.
    3. In the Collection list, select the desired roles, and then select Add
    4. Select Save.
    5. Repeat as many times as needed until all desired users are added to and associated with the organization and have the desired role.
    You can also create user groups and assign roles to them. Users assigned to the group inherit the roles.

    Using assignment groups to create organizational teams

    There are a few guidelines for creating groups:
    • Create one group for administrators and assign the admin role to this group only.
    • Create as many groups as needed in your agency. For example, create an case agent group for each supervisory agent team, and a larger case agents group for the case agents for the entire organization, and a group for all the supervisory agents with their manager. Assign the necessary users to those groups, and then assign the necessary role to those groups if you haven't already. You can create groups first, assign a role to the group, and add users, or you can add user roles individually and then add them to the group. All users in a group will inherit the group role.

    To delegate access to benefit programs and create organizational teams, you can create assignment groups.

    To create a user assignment group:
    1. Navigate to All > User Administration > Group to create group record.
    2. Select a group Name.
    3. In the Group Members related list, select Edit.
    4. Select one or more names in the Collection list.
    5. Select Add and Save.
    6. Repeat as many times as needed until all desired users are added to the group.
    7. In the Roles related list, select Edit.
    8. Add the desired roles to the group.
    9. Select Save.

    For more information on the roles available in Social Benefits Playbook and to determine which makes sense for each user, see Social Benefits Playbook roles and ../reference/psds-config-sbp-personas.html.