--- 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 --- # Business Stakeholder for Customer Service Management # Business Stakeholder for Customer Service Management {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Business Stakeholder for Customer Service Management Business Stakeholder for Customer Service Management provides specific plugins and roles that enable users to perform key business stakeholder functions within ServiceNow's Customer Service Management (CSM) platform. This offering is available to customers with a CSM Subscription and facilitates actions such as creating cases on behalf of customers or service organizations, viewing cases and customer data, accessing reports, and approving requests. Show full answer Show less ## Roles and Capabilities Users assigned business stakeholder roles gain controlled access tailored to their responsibilities. These roles fall into categories enabling case creation, order approval, data viewing, and report access: * **Create Cases on Behalf of Customers:** Roles like Account Contributor, Case Authorized Contributor, Consumer Contributor, Relationship Contributor, Location Relationship Manager, and Location Manager Contributor allow users to create, update, comment on, and manage customer cases based on their relationships and responsibilities. Some roles also enable notifications, case closure, and staff registration across business locations. * **Create Cases as Proxy Contact:** The Proxy Contact role enables employees to create cases for customer accounts and contacts, enhancing support responsiveness. * **Create Cases on Behalf of Service Organizations:** The Service Organization Contributor role allows case creation linked to specific business locations managed by the user. * **Approve Orders:** The Order Approver role grants rights to view customer orders and product catalogs and approve orders, pertinent for organizations subscribed to Order Management. * **View Cases, Case Tasks, and Customer Data:** Multiple read-only roles provide granular access to view orders, cases, tasks, customer accounts, households, service organizations, and business locations. Certain roles provide unrestricted viewing capabilities regardless of other access controls. * **View and Drill into Reports and Dashboards:** The Performance Analytics Viewer role enables users to interact with Analytics Hub, manage indicator thresholds and targets, and view text analytics widgets, supporting data-driven decision making. * **View Projects and Project Tasks:** The Project Stakeholder role allows users to view projects and related task information, facilitating oversight without edit permissions. ## Practical Benefits for ServiceNow Customers By assigning appropriate business stakeholder roles, organizations can empower various users---from internal employees to external partners---to effectively participate in customer service processes. This enhances collaboration, improves case management efficiency, and ensures proper access to sensitive customer and case information in accordance with user responsibilities. Additionally, the ability to approve orders and access performance analytics supports business agility and informed decision-making. All roles are linked to specific plugins that may require installation or subscription, with some roles and plugins moving to the ServiceNow App Store starting with the Australia release. Customers should verify plugin availability and licensing to enable these capabilities. 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. {#business-stakeholder-for-csm__ul_cbq_dpx_znb} ## Roles for business stakeholder users {#business-stakeholder-for-csm__section_vfh_3px_znb} You can assign the following roles to any user who is a business stakeholder. {#business-stakeholder-for-csm__table_zms_lpx_znb__entry__5} | 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) Note: This plugin is moved to App Store beginning with Australia release. | 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 * Accept or reject a solution * Close a case {#business-stakeholder-for-csm__ul_rt3_nbj_ktb} | * sn_customerservice.case_write_granular * sn_customerservice.case_related_party_write_granular {#business-stakeholder-for-csm__ul_qvx_nbj_ktb} | CSM Contributor User (com.snc.csm_contributor_user) Note: This plugin is available in the App Store. | 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) Note: This plugin is available in the App Store. | 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-stakeholder-for-csm__ul_xc2_1wq_q5b} | Business Location (com.snc.business_location) | Internal and external | [Table 1. Create cases on behalf of customers] {#business-stakeholder-for-csm__table_zms_lpx_znb} {#business-stakeholder-for-csm__table_gqb_rld_b4b__entry__4} | 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 | [Table 2. Create cases as proxy contact] {#business-stakeholder-for-csm__table_gqb_rld_b4b} For more information about the proxy contact role, see [Create cases as a proxy contact](https://www.servicenow.com/docs/pReALuUr5fUwa2dcZI3__Q "The proxy contact role enables employees to create cases for customer accounts and contacts. Employees can also be proxy case contacts on behalf of customers."). {#business-stakeholder-for-csm__table_xv4_rpx_znb__entry__5} | 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 3. Create cases on behalf of service organizations] {#business-stakeholder-for-csm__table_xv4_rpx_znb} {#business-stakeholder-for-csm__table_cww_qz3_ktb__entry__4} | 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 4. Approve orders] {#business-stakeholder-for-csm__table_cww_qz3_ktb} {#business-stakeholder-for-csm__table_jwm_tpx_znb__entry__4} | 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 Household Data Model (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 5. View cases, case tasks, and customer data] {#business-stakeholder-for-csm__table_jwm_tpx_znb} {#business-stakeholder-for-csm__table_e3y_5px_znb__entry__3} | 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. {#business-stakeholder-for-csm__ul_zfy_rb4_h4b} | Internal | [Table 6. View and drill into reports and dashboards] {#business-stakeholder-for-csm__table_e3y_5px_znb} {#business-stakeholder-for-csm__table_ktt_xxq_q5b__entry__4} | Role | Description | Contains roles | User type | |-|-|-|-| | Project Stakeholder \[sn_customerservice.projectstakeholder\] | This role can: * View all projects. * View project information. * View project task information. {#business-stakeholder-for-csm__ul_gh2_ryq_q5b} | sn_customerservice.projectstakeholder | Internal | [Table 7. View projects and project tasks] {#business-stakeholder-for-csm__table_ktt_xxq_q5b} **Related topics** * [Business stakeholder role for PPM](https://www.servicenow.com/docs/access?context=business-stakeholder-role-ppm&version=australia&pubname=australia-it-business-management&ft:locale=en-US) * Business stakeholder role for APM * [Installed with Business Stakeholder](https://www.servicenow.com/docs/access?context=installed-with-business-stakeholder&version=australia&pubname=australia-it-service-management&ft:locale=en-US)