Access limitations for external location agents

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.

Supported and unsupported modules

List of modules and submodules under the customer service platform that are supported and unsupported:

Modules	Submodules	Supported/unsupported
Overview		Supported
Knowledge		Supported
Cases	Create New	Supported
	My Cases
	Assigned to My Locations
	Requested by My Locations
	All
	Open
	Unassigned
	Escalated
Escalations	All	Supported
Customer	Partners	Supported
	Accounts
	Contacts
Customer Relationships	Account Team Members	Supported
Service Organization	Internal Business Locations	Supported
	External Business Locations
	Service Organization External Staffs
Contracts	Service Contracts	Unsupported
	Entitlements
Products	Assets	Supported
	Product Models	Unsupported Note: All configuration management database (CMDB) tables are unsupported.
	Outsourced Service Providers	Supported
Interaction	All	Unsupported
	Active
	Assigned to Me
	Overview
Special Handling Notes	Special Handling Notes	Supported
Configuration		Unsupported
Knowledge > Articles	Create New	Unsupported
	Import Articles
	Open Submissions
	Unpublished	Supported
	Published
	Retired
	All
Knowledge > Feedback Management	My Flagged	Supported
	My Submitted Tasks
	My Assigned Tasks
	My Closed Tasks
Knowledge > Homepage		Supported
Knowledge > Notification 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.

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.

However, with an external business location as a fulfiller, the external location agents can:

• Access Service Model Foundation data, such as internal business location, external business location, 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.