---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Access limitations for external location consumer agents

# Access limitations for external location consumer agents {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Explore the limitations that an external location consumer agent (having sn_customerservice.svc_location_consumer_agent and snc_external roles) faces when using various platform modules during case resolution. You can use this
topic to get a comprehensive overview of the modules that are supported and unsupported with the external location consumer agent persona.
Important:  
Some table and field labels have been changed across recent releases. For a mapping of former labels to current labels, see [Service Model Foundation renamed Entities](https://www.servicenow.com/docs/GOd50bOlCGACQLLY5iN1tA "The renamed entities display several Service Model Foundation entities that are renamed, including the previous and current names.").

## Supported and unsupported modules {#access-limitations-for-ext-loc-customer-agent__section_ak2_jwd_ybc}

List of modules and submodules under the consumer service platform that are supported and unsupported:{#access-limitations-for-ext-loc-customer-agent__table_fjn_lyd_ybc__entry__3}

| Modules | Submodules | Supported/unsupported |
|-|-|-|
| Overview |   | Supported |
| Knowledge |   | Supported |
| Cases | Create New | Supported |
| Cases | My Cases | Supported |
| Cases | Assigned to My Locations | Supported |
| Cases | Requested by My Locations | Supported |
| Cases | All | Supported |
| Cases | Open | Supported |
| Cases | Unassigned | Supported |
| Cases | Escalated | Supported |
| Customer | Consumer | Supported |
| Customer | Households | Supported |
| Customer Relationships | Consumer Team Members | Supported |
| Customer Relationships | Household Team Members | Supported |
| Business Organizations | Internal Organizations (formerly Internal Business Locations) | Supported |
| Business Organizations | External Organizations (formerly External Business Locations) | Supported |
| Business Organizations | External Organization Staff (formerly Service Organization External Staffs) | Supported |
| Workspaces | CSM Configurable Workspace | Unsupported Note: All aspects of the workspace experience remain inaccessible to external location agents. |
[ ]

{#access-limitations-for-ext-loc-customer-agent__table_fjn_lyd_ybc}

The Launch Interactive Analysis option in the Case list form context menu isn't functional.

With an external organization as a fulfiller, you can create and manage cases for the households, and consumers from the platform. For more information on how to create and manage cases, see [Create and manage cases for a business organization](https://www.servicenow.com/docs/FUTuaf_KTcQcx9eASDu4LQ "As a staff member, create and manage cases for your business organizations (formerly business locations).").

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