Assign roles to CSM users

Release version: Australia

Updated March 12, 2026

1 minute to read

Roles control access to features, capabilities, and data in the Customer Service Management application.

Before you begin

Role required: import_admin, user_admin, and sn_crm_foundation_admin

Before you can assign roles to your users, make sure that these users have already been configured.

About this task

You can assign roles to individual users or groups. Apply roles to groups and the members of those groups inherit those roles.

The Customer Service Management application provides two types of roles: internal roles for agents and managers and external roles for customers, customer partners, and consumers.

Table 1. Internal and External roles for Customer Service Management
Internal Roles	External Roles
Business-to-business (B2B) sn_customerservice_agent sn_customerservice_manager	Business-to-business (B2B) Customer sn_customerservice.customer sn_customerservice.customer_admin sn_customerservice.customer_case_manager
	Business-to-business (B2B) Partner sn_customerservice.partner sn_customerservice.partner_admin
Business-to-consumer (B2C) sn_customerservice.consumer_agent sn_customerservice_manager Note: Assigning a consumer role without a linked consumer record prevents the user from performing consumer activities. You can create the consumer record by navigating to All > Customer Service > Customer > Consumers before assigning the role.	Business-to-consumer (B2C) sn_customerservice.consumer
	Unified Consumer sn_customerservice.unified_consumer

Procedure

You can assign roles to users and groups using guided setup.
You can also assign roles to users and groups using the ServiceNow AI Platform user administration feature.
- Assign a role to a user
- Assign a role to a group