--- 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 --- # Roles # Roles {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Roles After integrating Order Management with Service Model Foundation, several roles are added to manage and approve orders related to organizations, locations, and consumers. These roles enable different organizational staff to perform specific functions such as creating, managing, viewing, and approving orders within their assigned business units or hierarchies. Show full answer Show less ## Key Roles and Their Functions * **Organization B2B Sales Representative:** Enables staff to create and manage account-related offers at specific locations. * **Organization B2B Approver:** Allows staff to approve account-related orders for their locations, with inherited viewing roles for organization, orders, and accounts. * **Organization B2C Sales Representative:** Enables staff to create, manage, and view consumer-related orders and order line items where consumer and channel partner fields are specified. * **Organization B2C Approver:** Allows staff to approve consumer-related orders and includes inherited viewer roles for organization, orders, and consumers. * **Organization Sales Manager:** Provides enterprise sales personnel with the ability to create, manage, and approve both B2B and B2C orders across their organizational hierarchy, including parent and child organizations. * **Organization UI (Granular Role):** Ensures a consistent sales order experience across all user interfaces for organization staff. ## Role Inheritance and Access Many roles inherit permissions such as *Location Org Viewer* , *Location Order Viewer* , and *Location Consumer Viewer* to provide the necessary viewing and action capabilities. This inheritance structure supports streamlined access control according to each user's responsibilities. ## Practical Impact for ServiceNow Customers These roles empower ServiceNow customers to delegate order management and approval tasks effectively within their business locations and organizational hierarchies. Assigning appropriate roles ensures users have access tailored to their responsibilities, improving operational efficiency and maintaining control over order processes. After successful integration of Order Management with Service Model Foundation, various roles are added to the list view menu. 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."). ## Description of roles {#personas-roles-and-tables-post-integration__section_s2l_gsk_ffc} |-|-|-| | Role | Description | Contains roles | | Organization B2B Sales Representative (sn_bus_org_orm.org_b2b_sales_rep) | This role enables organization staff to create and manage account-related offers at their specific locations. | * Location Org Viewer (sn_bus_loc.location_org_viewer) * Location Order Creator (sn_bus_loc_orm.location_order_creator) * Location Account Viewer (sn_bus_loc.location_account_viewer) {#personas-roles-and-tables-post-integration__ul_snc_gcs_ffc} | | Organization B2B Approver (sn_bus_org_orm.org_b2b_approver) | This role enables organization staff to approve account-related orders at their specific locations. As a B2B order approver, you can only view the customer orders that are associated with your respective location. | This role contains the following inherited roles. * Location Org Viewer (sn_bus_loc.location_org_viewer) * Location Order Viewer (sn_bus_loc_orm.location_order_viewer) * Location Account Viewer (sn_bus_loc.location_account_viewer) * Business Organization B2B Approver (sn_bus_org_orm.org_b2b_approver) {#personas-roles-and-tables-post-integration__ul_vnc_gcs_ffc} | | Organization B2C Sales Representative (sn_bus_org_orm.org_b2c_sales_rep) | This role enables organization staff to create and manage consumer-related orders at their specific locations. They can also view consumer orders and associated order line items where both Consumer and Channel partner fields are specified. As a B2C Order Approver, you can: * View consumer detailed and related order line items. * Update editable fields on the Customer Order form. * Update the status of orders. {#personas-roles-and-tables-post-integration__ul_zbc_w3f_xfc} | This role contains the following inherited roles. * Location Org Viewer (sn_bus_loc.location_org_viewer) * Location Order Creator (sn_bus_loc_orm.location_order_creator) * Location Consumer Viewer (sn_bus_loc.location_consumer_viewer) * Business Organization B2C Approver (sn_bus_org_orm.org_b2c_approver) {#personas-roles-and-tables-post-integration__ul_ync_gcs_ffc} | | Organization B2C Approver (sn_bus_org_orm.org_b2c_approver) | This role enables organization staff to approve consumer-related orders at their specific locations. | This role contains the following inherited roles. * Location Org Viewer (sn_bus_loc.location_org_viewer) * Location Order Viewer (sn_bus_loc_orm.location_order_viewer) * Location Consumer Viewer (sn_bus_loc.location_consumer_viewer) * Business Organization B2C Sales Approver (sn_bus_org_orm_org.b2c_sales_approver) {#personas-roles-and-tables-post-integration__ul_b4c_gcs_ffc} | | Organization Sales Manager (sn_bus_org_orm.org_sales_mgr) | This role enables enterprise sales persona to create, manage, and approve account and consumer related orders for their assigned organizational hierarchy. They can view consumer-related orders and order line items across both parent and child business organizations (formerly business locations). The Location Sales Manager has full access to create and approve all order types, including both B2B and B2C orders. | This role contains the following inherited roles * Location Org Hierarchy Viewer (sn_bus_loc.location_org_hierarchy_viewer) * Location Customer Order Agent (sn_bus_loc_orm.location_customer_order_agent) * Location Customer Order Approver (sn_bus_loc_orm.location_customer_order_approver) * Location Consumer Order Agent (sn_bus_loc_orm.location_customer_order_agent) * Location Consumer Order Approver (sn_bus_loc_orm.location_consumer_order_approver) {#personas-roles-and-tables-post-integration__ul_e4c_gcs_ffc} | | sn_bus_org_orm.org_ui | Granular role for organization staff to ensures consistent sales order experience across all user interfaces. | None | [ ] {#personas-roles-and-tables-post-integration__table_rnc_gcs_ffc} Apart from the functional roles, users also need to have the Business organization UI (sn_bus_org_orm.org_ui) granular role to have a uniform experience across all user interfaces.