--- 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 --- # Contributor user roles # Contributor user roles {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 Contributor user roles The contributor user data model in ServiceNow Customer Service Management (CSM) defines multiple roles that control user access to cases, case tasks, and related customer data. These roles are assigned based on business requirements and come bundled with several plugins including Customer Service, CSM Contributor User, Business Location, and CSM Base Extension Entities. Show full answer Show less ## Contributor Roles by Plugin **Customer Service Plugin** roles primarily manage limited read/write access to cases and their related tasks: * **Case contributor editor**: Allows limited write access to fields such as work notes, additional comments, attachments, and state changes if the user already has case read access. * **Case contributor viewer**: Provides read-only access to all case-associated tables and enables access to the "All tasks I participate in" module in CSM Agent Workspace. **CSM Contributor User Plugin** roles focus on case creation capabilities for different user types: * **Account contributor**: Create cases for any account. * **Consumer contributor**: Create cases for any consumer. * **Self-contributor**: Enables internal users to create cases for themselves. * **Case contributor creator**: Broad role enabling case creation, included in higher-level contributor roles. **Business Location Plugin** roles enable case creation and task management scoped to business organizations or service locations: * **Service organization contributor**: Create cases for their service organization and manage related customer-visible case tasks. * **Business Org Account Contributor**: Create and manage cases for accounts linked to their business organization with criteria-based restricted access. * **Business Org Consumer Contributor**: Similar to account contributor but scoped to consumers and households associated with their business organization. **CSM Base Extension Entities Plugin** provides the **Relationship contributor** role: * Allows users to create cases for customers with whom they have an established relationship (teams on accounts, contacts, or households), requiring the CSM Contributor User plugin to be active. ## Additional Roles for Contributor Users These roles extend access to customer data and CRM workspace features for contributor users: * **Customer data viewer**: Grants read access to customer account, consumer, household data, and related lists. * **Workspace user**: Enables internal users to access case tasks in CRM workspaces and use features like Agent Assist, email creation (with appropriate permissions), and response templates. Note that external users with contributor roles cannot access the workspace even if assigned this role. ## Practical Application for ServiceNow Customers Understanding these roles helps you assign precise permissions to contributors based on their responsibilities, ensuring secure and appropriate access to case data and tasks. The roles enable flexible case creation, viewing, and management within organizational boundaries, improving collaboration and customer service efficiency. Activating the relevant plugins and configuring these roles allows you to tailor contributor access aligned with your business processes and service models. The contributor user data model includes several roles that control access to cases, case tasks, and related information, assigned to users based on business needs. These roles are included with several different plugins: * Customer Service (com.sn_customerservice) * CSM Contributor User (com.snc.csm_contributor_user) * Business Location (com.snc.business_location) * CSM Base Extension Entities (com.snc.cs_base_extension) {#csm-contributor-user-roles__ul_mjf_3sf_h4b}See the following tables for detailed role descriptions. ## Roles included with the Customer Service plugin {#csm-contributor-user-roles__section_lqg_wyb_3nb} The following table lists the contributor roles that are included with the Customer Service (com.sn_customerservice) plugin along with their descriptions and associated roles. {#csm-contributor-user-roles__table_q3s_wcc_3nb__entry__3} | Role | Description | Contains roles | |-|-|-| | Case contributor editor \[sn_customerservice.case_contributor_editor\] | This role provides limited write access to some of the fields on the Case form if the user has read access to the case through another role. Limited write access is available for the following fields: * Work notes * Additional comments * Attachments * State or stage changes * Contributor users * Contributor groups * Watchlist * Work notes list {#csm-contributor-user-roles__ul_xwt_gdd_smb} | | | Case contributor viewer \[sn_customerservice.case_contributor_viewer\] | This role provides read access to all tables associated with a case if the user has read access to the case through another role. The user can access the All tasks I participate in module in CSM Agent Workspace. | * sn_shn.user * wm_read {#csm-contributor-user-roles__ul_bjr_r5f_h4b} | [Table 1. Customer service roles] {#csm-contributor-user-roles__table_q3s_wcc_3nb} ## Roles included with the CSM Contributor User plugin {#csm-contributor-user-roles__section_pg1_5mt_jnb} The following table lists the contributor roles that are included with the CSM Contributor User (com.snc.csm_contributor_user) plugin along with their descriptions and associated roles. {#csm-contributor-user-roles__table_e1g_bnt_jnb__entry__3} | Role | Description | Contains roles | |-|-|-| | Account contributor \[sn_customerservice.account_contributor\] | This role enables users to create cases for any account. | sn_customerservice.case_contributor_creator | | Consumer contributor \[sn_customerservice.consumer_contributor\] | This role enables users to create cases for any consumer. | sn_customerservice.case_contributor_creator | | Self-contributor \[sn_customerservice.self_contributor\] | This role enables users with snc_internal role to create cases for themselves. | sn_customerservice.case_contributor_creator | | Case contributor creator \[case_contributor_creator\] | This role enables users to create cases and is included in the top-level contributor roles. | | [Table 2. Roles for the contributor user plugin] {#csm-contributor-user-roles__table_e1g_bnt_jnb} ## Roles included with the Business Location plugin {#csm-contributor-user-roles__section_n2y_1rt_jnb} The following contributor roles are included with the Business Location plugin (com.snc.business_location). {#csm-contributor-user-roles__table_fcs_brt_jnb__entry__3} | Role | Description | Contains roles | |-|-|-| | Service organization contributor \[sn_customerservice.service_organization_contributor\] | This role enables you to create cases for your service organization (business location). Note: A service organization contributor must be a member of a service organization to create cases on its behalf. This role enables you to also perform the following on the customer-visible case tasks for the cases you have access to at your service organization (business location): * View and update case tasks and the fields on the case task record. * Close case tasks in Business Location Service Portal (BLSP). {#csm-contributor-user-roles__ul_eyw_kzj_tvb} | sn_customerservice.case_contributor_creator | | Business Org Account Contributor \[sn_bus_loc.business_org_account_contributor\] | This role enables you to create cases for accounts associated with your business organization using criteria-based restricted customer access. Track and manage cases created by you for the accounts associated with your business organization. This role enables you to also perform the following on the customer-visible case tasks for the cases you have access to at your service organization (business location): * View and update case tasks and the fields on the case task record. * Close case tasks in BLSP. | | | Business Org Consumer Contributor \[sn_bus_loc.business_org_consumer_contributor\] | This role enables you to create cases for consumers and households associated with your business organization using criteria-based restricted customer access. Also, track and manage cases created by you for the consumers or households associated with your business organization. This role enables you to also perform the following on the customer-visible case tasks for the cases you have access to at your service organization (business location): * View and update case tasks and the fields on the case task record. * Close case tasks in BLSP. | | [Table 3. Roles for the business location plugin] {#csm-contributor-user-roles__table_fcs_brt_jnb} ## Roles included with the CSM Base Extension Entities plugin {#csm-contributor-user-roles__section_l3y_44t_jnb} The following contributor roles are included with the CSM Base Extension Entities plugin (com.snc.cs_base_extension). {#csm-contributor-user-roles__table_phg_y4t_jnb__entry__3} | Role | Description | Contains roles | |-|-|-| | Relationship contributor \[sn_customerservice.relationship_contributor\] | This role enables you to create cases for customers with which they have an established relationship. Note: * The CSM Contributor User (com.snc.csm_contributor_user) plugin must be activated. Note: The CSM Contributor User plugin is moved to the App Store beginning with Australia release. * A relationship contributor must be a member of an account, contact, or household team to create cases on their behalf. {#csm-contributor-user-roles__ul_fxp_vf2_45b} | sn_customerservice.case_contributor_creator | [Table 4. Roles for the CSM base extension entities plugin] {#csm-contributor-user-roles__table_phg_y4t_jnb} ## Additional roles {#csm-contributor-user-roles__section_uvs_lmt_jnb} Using the following roles, you can provide access to customer data and CRM workspace to some contributor users. {#csm-contributor-user-roles__table_hbc_drt_jnb__entry__3} | Role | Description | Contains roles | |-|-|-| | 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. | | | Workspace user \[sn_customerservice.csm_workspace_user\] | This role provides access to case tasks from the following modules in the CRM workspaces for internal users only: * My Case Tasks * My Group's Case Tasks {#csm-contributor-user-roles__ul_e5f_bdc_3nb} You can also: * Use Agent Assist to search for knowledge articles (if the User Criteria are set to provide access to knowledge). * Create email (if you have the written access to the record and the email_composer role). * View response templates (if response templates have been configured for the record). {#csm-contributor-user-roles__ul_ig1_ldc_3nb} Note: An external user who is given contributor roles can't access workspace even if they're given this role. | * agent_workspace_user * canvas_user * sn_templated_snip.template_snippet_reader * email_composer {#csm-contributor-user-roles__ul_p4h_w5f_h4b} | [Table 5. Additional contributor roles] {#csm-contributor-user-roles__table_hbc_drt_jnb} **Related concepts** * [Contributor users](https://www.servicenow.com/docs/P6hmPcEYP_GiX0TjtE_svQ "With contributor user roles, you can engage both internal and external users to report customer issues and requests.") * [Cases and case tasks](https://www.servicenow.com/docs/KSTn55Qr12GVBafy2KczgQ "Customer service cases store information about customers, their questions and issues, and related information. Case tasks are created and assigned to users to complete the work necessary to resolve cases.") * [Business Stakeholder for Customer Service Management](https://www.servicenow.com/docs/AWFrBDfLakxAKr~JR2liog "Business Stakeholder for Customer Service Management includes plugins and roles that provide access to business stakeholder features.") **Related tasks** * [Configure contributor users](https://www.servicenow.com/docs/HMB8bDWI5FzNAeuJsn5HeQ "The CSM Contributor User plugin enables you to engage middle office teams in resolving customer issues and requests.") **Related reference** * [Roles installed with Customer Service Management](https://www.servicenow.com/docs/RTCs7kzYTSWf0u2ig1bZLQ "The Customer Service Management application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users.")