Roles installed with customer access management

Customer access management uses different predefined functional and granular roles to establish relationships between users and entities. The granular and functional roles help provide user access to information and maintain data security.

Overview

Functional and granular roles help provide authorized related parties access to the case, and provide additional contacts or additional consumers access to the sold product.

Granular roles provide access to cases, sold product, and related entities. One or more granular roles can be bundled together as a functional role to perform a meaningful action. Linking multiple granular roles to a functional role enables you to build your own access rules by applying the functional and granular roles for various Customer Service Management (CSM) entities.

A granular model helps to protect data by granting the right level of access to the right CSM 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 on multiple entities. The following table lists the functional roles for customer access management.

Table 1. Functional roles

Role title [name]	Plugins required	Description	Contains roles
Case Authorized Contact [sn_customerservice.case_authorized_contact]	Customer Service [com.sn_customerservice]	This role provides access to add additional comments and attachments, accept or reject a solution, receive notifications on case updates, close a case, and update case tasks.	sn_customerservice.case_write_granular
Case Authorized Consumer [sn_customerservice.case_authorized_consumer]	Customer Service [com.sn_customerservice]	This role provides access to add additional comments and attachments, accept or reject a solution, receive notifications on case updates, close a case, and update case tasks.	sn_customerservice.case_write_granular
Case Authorized Contributor [sn_customerservice.case_authorized_contributor]	Customer Service [com.sn_customerservice]	This role provides access to add additional comments and attachments, accept or reject a solution, receive notifications on case updates, close a case, and update case tasks.	sn_customerservice.case_write_granular
Sold Product Authorized Contact [sn_install_base.sold_product_authorized_contact]	Customer Service Install Base Management [com.snc.install_base]	This role provides access to view sold product and associated install base items, create cases, and access cases that are related to the sold product. Also, this role provides access to sold product related parties, affected install base items, and manage service catalog requests from the sold product.	sn_customerservice.case_authorized_contact sn_install_base.sold_product_contact_read_granular sn_install_base.sold_product_read_granular sn_install_base.install_base_read_granular sn_install_base.installed_product_read_granular
Sold Product Authorized Consumer [sn_install_base.sold_product_authorized_consumer]	Customer Service Install Base Management [com.snc.install_base]	This role provides access to view sold product and associated install base items, create cases, and access cases related to the sold product. Also, this role provides access to sold product related parties, affected install base items, and manage service catalog requests from the sold product.	sn_customerservice.case_authorized_consumer sn_install_base.sold_product_consumer_read_granular sn_install_base.sold_product_read_granular sn_install_base.install_base_read_granular sn_install_base.installed_product_read_granular
Install Base Authorized Contact [sn_install_base.install_base_authorized_contact]	Customer Service Install Base Management [com.snc.install_base]	This role provides the contact access to view the install base and its associated sold products when added as a related party. Additionally, it enables the contact to create and manage cases for the related install base records.​ Creation of case is only allowed if the contact and install base belong to the same account.	sn_customerservice.case_write_granular​ sn_install_base.install_base_related_party_write_granular​ sn_install_base.sold_product_read_granular sn_install_base.install_base_read_granular sn_install_base.installed_product_read_granular
Install Base Authorized Consumer [sn_install_base.install_base_authorized_consumer]	Customer Service Install Base Management [com.snc.install_base]	This role provides the consumer access to view the install base and its associated sold products when added as a related party. Additionally, it enables the user to create and manage cases for the related install base records.​	sn_customerservice.case_write_granular​ sn_install_base.install_base_related_party_write_granular​ sn_install_base.sold_product_read_granular sn_install_base.install_base_read_granular sn_install_base.installed_product_read_granular
Install Base Authorized Contributor [sn_install_base.install_base_authorized_contributor]	Customer Service Install Base Management [com.snc.install_base]	This role provides the internal user to view the install base and its associated sold products when added as a related party. Additionally, it enables the user to create and manage cases for the related install base records.​​	sn_customerservice.case_write_granular​ sn_install_base.install_base_related_party_write_granular​ sn_install_base.sold_product_read_granular sn_install_base.install_base_read_granular sn_install_base.installed_product_read_granular
Install Base Authorized Member [sn_install_base.install_base_authorized_member]	Customer Service Install Base Management [com.snc.install_base]	This role provides the service organization member to view the install base and its associated sold products when added as a related party. Additionally, it enables the user to create and manage cases for the related install base records.​	sn_customerservice.case_write_granular​ sn_install_base.install_base_related_party_write_granular​ sn_install_base.sold_product_read_granular sn_install_base.install_base_read_granular sn_install_base.installed_product_read_granular
Install Base Authorized Account	Customer Service Install Base Management [com.snc.install_base	Provides access to all the contacts of the account to view the install base and its associated sold products when added as a related party. Additionally, it enables the contact to create and manage cases for the related install base records. Creation of case is only allowed if contact and install base belongs to same account.	sn_customerservice.case_write_granular​ sn_install_base.install_base_related_party_write_granular​ sn_install_base.sold_product_read_granular sn_install_base.install_base_read_granular sn_install_base.installed_product_read_granular
Install Base Service Organization	Customer Service Install Base Management [com.snc.install_base	Provides access to all the members of service organization to view the install base and its associated sold products when added as a related party. Additionally, it enables the users to manage cases for the related install base records.	sn_customerservice.case_write_granular​ sn_install_base.install_base_related_party_write_granular​ sn_install_base.sold_product_read_granular sn_install_base.install_base_read_granular sn_install_base.installed_product_read_granular

The following table lists the granular roles for customer access management.

Table 2. Granular roles

Role title [name]	Plugin required	Description	Contains roles
Sold Product Read [sn_install_base.sold_product_read_granular]	Customer Service Install Base Management [com.snc.install_base]	This role provides granular read access to the sold product.	None
Sold Product Contact Read [sn_install_base.sold_product_contact_read_granular]	Customer Service Install Base Management [com.snc.install_base]	This role provides granular read access to related parties of the sold product.	None
Sold Product Contact Write [sn_install_base.sold_product_contact_write_granular]	Customer Service Install Base Management [com.snc.install_base]	This role provides granular write access to related parties of the sold product.	sn_install_base.sold_product_contact_read_granular
Sold Product Consumer Read [sn_install_base.sold_product_consumer_read_granular]	Customer Service Install Base Management [com.snc.install_base]	This role provides granular read access to additional consumers of the sold product and sold product-related parties.	None
Sold Product Consumer Write [sn_install_base.sold_product_consumer_write_granular]	Customer Service Install Base Management [com.snc.install_base]	This role provides granular write access to additional consumers of the sold product and sold product-related parties.	sn_install_base.sold_product_consumer_read_granular
Case Read [sn_customerservice.case_read_granular]	Customer Service [com.sn_customerservice]	This role provides granular read access to the case.	None
Case Create [sn_customerservice.case_create_granular]	Customer Service [com.sn_customerservice]	This role provides granular create access to the case.	sn_customerservice.case_read_granular
Case Write [sn_customerservice.case_write_granular]	Customer Service [com.sn_customerservice]	This role provides granular write access to the case.	sn_customerservice.case_read_granular sn_customerservice.case_create_granular
Case Related Party Write [sn_customerservice.case_related_party_write_granular]	Customer Service [com.sn_customerservice]	This role provides granular write access to case-related parties.	None
Install Base Read [sn_install_base.install_base_read_granular]	Customer Service Install Base Management [com.snc.install_base]	This role provides granular read access to the install base.	None
Install Base Related Party Read [sn_install_base.install_base_related_party_read_granular​]	Customer Service Install Base Management [com.snc.install_base]	This role provides granular read access to install base related party records.​	None
Install Base Related Party Write [sn_install_base.install_base_related_party_write_granular]	Customer Service Install Base Management [com.snc.install_base]	This role provides granular write access to install base related party records.​	[sn_install_base.install_base_related_party_read_granular​]
Installed Product Read [sn_install_base.installed_product_read_granular]	Customer Service Install Base Management [com.snc.install_base]	This role provides granular read access to the installed product.	None

Related tasks

• Assign granular roles to a functional role