Business Stakeholder for Customer Service Management

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of Business Stakeholder for Customer Service Management

    Business Stakeholder for Customer Service Management provides a set of plugins and roles that enable users designated as business stakeholders to manage customer service activities effectively. This feature is available to customers with the Customer Service Management Subscription product and allows stakeholders to create cases on behalf of customers or service organizations, view case and customer data, approve requests, and access reports.

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    Roles and Access Capabilities

    The solution categorizes roles based on the actions business stakeholders can perform, tailored to internal and external users:

    • Create Cases on Behalf of Customers: Roles like Account Contributor, Case Authorized Contributor, Consumer Contributor, and Relationship Contributor allow users varying levels of case creation and update capabilities depending on their relationship with the customer or account.
    • Create Cases as Proxy Contact: The Proxy Contact role enables employees to create cases on behalf of customer accounts and contacts.
    • Create Cases on Behalf of Service Organizations: Service Organization Contributor role grants case creation permissions for business locations managed by the user.
    • Approve Orders: The Order Approver role allows users to view and approve customer orders and product catalog data without editing rights, requiring the Order Management subscription.
    • View Cases, Case Tasks, and Customer Data: Multiple viewer roles provide read-only access to various entities such as cases, case tasks, orders, business locations, customer data, households, and service organizations. Some roles provide unrestricted viewing access regardless of other controls.
    • View and Drill into Reports and Dashboards: The Performance Analytics Viewer role permits users to view analytics, configure thresholds and targets for indicators, and access text analytics dashboards.
    • View Projects and Project Tasks: The Project Stakeholder role allows users to view all projects and associated task information.

    Practical Benefits for ServiceNow Customers

    By assigning appropriate business stakeholder roles, customers can delegate case management and approval processes to relevant internal or external users securely and efficiently. This delegation ensures streamlined customer service operations, enhanced collaboration across business locations, and improved visibility into case progress and organizational performance through reporting and dashboards.

    Additionally, the variety of roles supports granular access control, enabling customers to tailor permissions precisely to business needs while maintaining data security and compliance.

    Business Stakeholder for Customer Service Management includes plugins and roles that provide access to business stakeholder features.

    Customers who have purchased the Customer Service Management Subscription product may provide Business Stakeholder users with the rights to the following actions:
    • Create cases on behalf of a customer or a service organization.
    • View cases, case tasks, and customer data.
    • View and drill through reports.
    • Approve requests.

    Roles for business stakeholder users

    You can assign the following roles to any user who is a business stakeholder.

    Table 1. Create cases on behalf of customers
    Role Description Contains roles Plugin User type
    Account contributor

    [sn_customerservice.account_contributor]

    		 This role enables users to create cases for any account. sn_customerservice.case_contributor_creator CSM Contributor User (com.snc.csm_contributor_user) Internal and external
    Case authorized contributor

    [sn_customerservice.case_authorized_contributor]

    		 This role enables users, when added to an individual case as a related party, to:
    • Add additional comments and attachments
    • Receive notifications on case updates
    • Update case tasks
    • Accept or reject a solution
    • Close a case
    • sn_customerservice.case_write_granular
    • sn_customerservice.case_related_party_write_granular
    		 CSM Contributor User (com.snc.csm_contributor_user) Internal
    Consumer contributor

    [sn_customerservice.consumer_contributor]

    		 This role enables users to create cases for any consumer. sn_customerservice.case_contributor_creator CSM Contributor User (com.snc.csm_contributor_user) Internal and external
    Relationship contributor

    [sn_customerservice.relationship_contributor]

    		 This role enables users to create cases for those customers with which they have an established relationship. sn_customerservice.case_contributor_creator CSM Base Extension Entities (com.snc.cs_base_extension) Internal and external
    Location Relationship Manager

    [sn_bus_loc.location_relationship_manager]

    		 This role enables users to view cases across all the external business locations where they have sn_bus_loc.location_relationship_manager responsibility. sn_customerservice.svc_location_manager_contributor Business Location (com.snc.business_location) Internal
    Location Manager Contributor

    [sn_customerservice.svc_location_manager_contributor]

    		 This role enables users to create, update, view, and approve cases. They can also register and remove staff across all business locations they manage. 
    • sn_customerservice.consumer_contributor
    • sn_customerservice.svc_location_manager_core
    • sn_customerservice.service_organization_contributor
    • sn_customerservice.account_contributor
    		 Business Location (com.snc.business_location) Internal and external
    Table 2. Create cases as proxy contact
    Role Description Plugin User type
    Proxy contact

    [sn_customerservice.proxy_contact]

    		 This role enables employees to create cases for customer accounts and contacts. CSM Extension for Proxy Contacts (com.snc.csm_proxy_contacts) Internal

    For more information about the proxy contact role, see Create cases as a proxy contact.

    Table 3. Create cases on behalf of service organizations
    Role Description Contains roles Plugin User type
    Service organization contributor

    [sn_customerservice.service_organization_contributor]

    		 This role enables users to create cases for their business location. sn_customerservice.case_contributor_creator Business Location (com.snc.business_location) Internal and external
    Table 4. Approve orders
    Role Description Plugin User type
    Order approver

    [sn_csm_om.order_approver]

    		 Users with this role can view customer orders and product catalog data and can approve customer orders. They cannot create, update, or delete orders.
    Note:
    This requires subscription to Order Management.
    		 Order Management (com.sn_csm_order_mgmt) Internal
    Table 5. View cases, case tasks, and customer data
    Role Description Plugin User type
    Account order viewer

    [sn_csm_om.account_order_viewer]

    		 This role provides read-only access to orders, order lines, and order tasks. Order Management (com.sn_csm_order_mgmt) Internal
    Business location viewer

    [sn_bus_loc.viewer]

    		 This role provides read-only access to business locations.
    Note:
    This role provides unrestricted access to view all business locations regardless of other access controls.
    		 Business Location (com.snc.business_location) Internal
    Case viewer

    [sn_customerservice.case_viewer]

    		 This role provides read-only access to all cases. Internal
    Case task viewer

    [sn_customerservice.case_task_viewer]

    		 This role provides read-only access to all case tasks.
    Note:
    When combined with the case viewer role (sn_customerservice.case_viewer), a user can access all customer service cases and all case tasks.
    		 Internal
    Consumer order viewer

    [sn_csm_om.consumer_order_viewer]

    		 This role provides read-only access to orders, order lines, and order tasks. Order Management (com.sn_csm_order_mgmt) Internal
    Customer data viewer

    [sn_customerservice.customer_data_viewer]

    		 This role provides read access to customer data, including account, consumer, and household data, and the information included in the related lists. Internal
    Household viewer

    [sn_csm_household.viewer]

    		 This role provides read-only access to all households.
    Note:
    This role provides unrestricted access to view all households regardless of relationship or other access controls.
    		 Customer Service Household (com.snc.household) Internal
    Service organization viewer

    [sn_service_org.viewer]

    		 This role provides read-only access to service organizations.
    Note:
    This role provides unrestricted access to view all service organizations regardless of other access controls.
    		 Service Organization (com.snc.service_organization) Internal
    Table 6. View and drill into reports and dashboards
    Role Description User type
    Performance Analytics viewer

    [pa_viewer]

    		 This role can:
    • View Analytics Hub.
    • Create thresholds and targets for indicators.
    • Read, update, and delete the thresholds and targets that are created.
    • View text analytics widgets on dashboards.
    		 Internal
    Table 7. View projects and project tasks
    Role Description Contains roles User type
    Project Stakeholder

    [sn_customerservice.projectstakeholder]

    		 This role can:
    • View all projects.
    • View project information.
    • View project task information.
    		 sn_customerservice.projectstakeholder Internal