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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Access limitations for external location agents

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

Release version: Brazil  
Updated September 28, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Explore the limitations that an external location agent 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 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/7jpNjUKLGsbHQINDlxtAdA "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-agent__section_ak2_jwd_ybc}

List of modules and submodules under the customer service platform that are supported and unsupported:{#access-limitations-for-ext-loc-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 |
| Escalations | All | Supported |
| Customer | Partners | Supported |
| Customer | Accounts | Supported |
| Customer | Contacts | Supported |
| Customer Relationships | Account 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 |
| Contracts | Service Contracts | Unsupported |
| Contracts | Entitlements | Unsupported |
| Products | Assets | Supported |
| Products | Product Models | Unsupported Note: All configuration management database (CMDB) tables are unsupported. |
| Products | Outsourced Service Providers | Supported |
| Interaction | All | Unsupported |
| Interaction | Active | Unsupported |
| Interaction | Assigned to Me | Unsupported |
| Interaction | Overview | Unsupported |
| Special Handling Notes | Special Handling Notes | Supported |
| Configuration |   | Unsupported |
| KnowledgeArticles | Create New | Unsupported |
| KnowledgeArticles | Import Articles | Unsupported |
| KnowledgeArticles | Open Submissions | Unsupported |
| KnowledgeArticles | Unpublished | Supported |
| KnowledgeArticles | Published | Supported |
| KnowledgeArticles | Retired | Supported |
| KnowledgeArticles | All | Supported |
| KnowledgeFeedback Management | My Flagged | Supported |
| KnowledgeFeedback Management | My Submitted Tasks | Supported |
| KnowledgeFeedback Management | My Assigned Tasks | Supported |
| KnowledgeFeedback Management | My Closed Tasks | Supported |
| KnowledgeHomepage |   | Supported |
| KnowledgeNotification Settings |   | Unsupported |
| Email Client | Email Drafts | Unsupported |
| Workspaces | CSM Configurable Workspace | Unsupported Note: All aspects of the workspace experience remain inaccessible to external location agents. |
[ ]

{#access-limitations-for-ext-loc-agent__table_fjn_lyd_ybc}  
Other notable limitations:

* The Launch Interactive Analysis option in the Case list form context menu isn't functional.
* Related cases can't be accessed from the related search results on the Case.
{#access-limitations-for-ext-loc-agent__ul_shp_2h2_ybc}  
However, with an external organization as a fulfiller, the external location agents can:

* Access Service Model Foundation data, such as internal organization, external organization, organization members (formerly service organization members), and responsibilities, on the platform.
* Access customer foundation data, including accounts, contacts, sold products, and install base items on the platform.
* Access the case form on the platform.
* Self-assign and start working on a case.
* View related search results.
* Add comments or work notes.
* View the activity stream, work notes, and case timelines.
* Add resolution notes, propose a solution, and close the case.
* Create and update case tasks.
* View service definitions.
{#access-limitations-for-ext-loc-agent__ul_s3d_xh2_ybc}

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