Access limitations for external location consumer agents

Explore the limitations that an external location consumer agent (having sn_customerservice.svc_location_consumer_agent and snc_external roles) 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 consumer 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.

Supported and unsupported modules

List of modules and submodules under the consumer 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
Customer	Consumer	Supported
	Households
Customer Relationships	Consumer Team Members	Supported
	Household Team Members
Business Organizations	Internal Organizations (formerly Internal Business Locations)	Supported
	External Organizations (formerly External Business Locations)
	External Organization Staff (formerly Service Organization External Staffs)
Workspaces	CSM Configurable Workspace	Unsupported Note: All aspects of the workspace experience remain inaccessible to external location agents.

The Launch Interactive Analysis option in the Case list form context menu isn’t functional.

With an external organization as a fulfiller, you can create and manage cases for the households, and consumers from the platform. For more information on how to create and manage cases, see Create and manage cases for a business organization.