--- 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 --- # Business Stakeholder for Customer Service Management # Business Stakeholder for Customer Service Management {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Business Stakeholder for Customer Service Management The Business Stakeholder for Customer Service Management (CSM) feature enables organizations with a Customer Service Management Subscription to assign specific roles and permissions to business stakeholders. These roles allow stakeholders to perform various actions such as creating cases on behalf of customers or service organizations, viewing cases and customer data, approving requests, and accessing reports and dashboards. The functionality ensures that business stakeholders can effectively engage with customer service processes while maintaining appropriate access controls. Show full answer Show less ## Roles and Capabilities Different roles are provided to support distinct business stakeholder needs. These roles are part of plugins that can be installed or accessed from the ServiceNow App Store, depending on the release version. * **Create Cases on Behalf of Customers:** Roles such as *Account contributor* , *Case authorized contributor* , *Consumer contributor* , *Relationship contributor* , *Location Relationship Manager* , and *Location Manager Contributor* allow users to create and manage cases for accounts, consumers, or customers with established relationships. Some roles also enable case updates, approvals, and notifications when linked as related parties. * **Create Cases as Proxy Contact:** The *Proxy contact* role enables employees to create cases on behalf of customer accounts and contacts, facilitating proxy case management. * **Create Cases on Behalf of Service Organizations:** The *Service organization contributor* role allows case creation tied to the user's business location. * **Approve Orders:** The *Order approver* role grants users the ability to view and approve customer orders and product catalog data, without permissions to modify orders. This requires an Order Management subscription. * **View Cases, Case Tasks, and Customer Data:** Roles like *Account order viewer* , *Business location viewer* , *Case viewer* , *Case task viewer* , *Consumer order viewer* , *Customer data viewer* , *Household viewer* , and *Service organization viewer* provide read-only access to various customer service and order management data, enabling stakeholders to monitor cases, tasks, orders, locations, households, and service organizations comprehensively. * **View and Drill into Reports and Dashboards:** The *Performance Analytics viewer* role allows stakeholders to access the Analytics Hub, view dashboards and reports, and manage thresholds and targets for performance indicators, enhancing visibility into service performance. * **View Projects and Project Tasks:** The *Project Stakeholder* role enables stakeholders to view all project-related information and tasks, supporting project oversight within customer service management. ## Practical Benefits for ServiceNow Customers * **Granular Access Control:** Assigning specific roles ensures stakeholders have the exact permissions needed to perform their functions without overexposure to sensitive data or system capabilities. * **Enhanced Collaboration:** Business stakeholders, including internal teams and external partners, can actively participate in case management, approvals, and performance monitoring. * **Improved Customer Service Efficiency:** Allowing stakeholders to create and manage cases on behalf of customers or service organizations streamlines issue resolution and service delivery. * **Transparency and Reporting:** Access to reports and dashboards empowers stakeholders to make informed decisions and track service performance metrics effectively. ## Next Steps ServiceNow customers should review the roles relevant to their business requirements and assign them to appropriate users. Consider the licensing requirements (such as fulfiller licenses) for specific roles and ensure relevant plugins are installed. For proxy contact roles and detailed configuration, consult the related documentation. Business Stakeholder for Customer Service Management includes plugins and roles that provide access to business stakeholder features. Customers who have purchased the Customer Service Management Subscription product may provide Business Stakeholder users with the rights to the following actions: * Create cases on behalf of a customer or a service organization. * View cases, case tasks, and customer data. * View and drill through reports. * Approve requests. {#business-stakeholder-for-csm__ul_cbq_dpx_znb} ## Roles for business stakeholder users {#business-stakeholder-for-csm__section_vfh_3px_znb} You can assign the following roles to any user who is a business stakeholder. {#business-stakeholder-for-csm__table_zms_lpx_znb__entry__5} | Role | Description | Contains roles | Plugin | User type | |-|-|-|-|-| | Account contributor \[sn_customerservice.account_contributor\] | This role enables users to create cases for any account. | sn_customerservice.case_contributor_creator | CSM Contributor User (com.snc.csm_contributor_user) Note: This plugin is moved to App Store beginning with Australia release. | Internal and external | | Case authorized contributor \[sn_customerservice.case_authorized_contributor\] | This role enables users, when added to an individual case as a related party, to: * Add additional comments and attachments * Receive notifications on case updates * Accept or reject a solution * Close a case {#business-stakeholder-for-csm__ul_rt3_nbj_ktb} Note: To perform the tasks, you must have at least one fulfiller license (such as csm_agent, sn_customerservice_agent, or sn.customerservice.svc_location_agent) in addition to this role. | * sn_customerservice.case_write_granular * sn_customerservice.case_related_party_write_granular {#business-stakeholder-for-csm__ul_qvx_nbj_ktb} | CSM Contributor User (com.snc.csm_contributor_user) Note: This plugin is available in the App Store. | Internal | | Consumer contributor \[sn_customerservice.consumer_contributor\] | This role enables users to create cases for any consumer. | sn_customerservice.case_contributor_creator | CSM Contributor User (com.snc.csm_contributor_user) Note: This plugin is available in the App Store. | Internal and external | | Relationship contributor \[sn_customerservice.relationship_contributor\] | This role enables users to create cases for those customers with which they have an established relationship. | sn_customerservice.case_contributor_creator | CSM Base Extension Entities (com.snc.cs_base_extension) | Internal and external | | Location Relationship Manager \[sn_bus_loc.location_relationship_manager\] | This role enables users to view cases across all the external business locations where they have sn_bus_loc.location_relationship_manager responsibility. | sn_customerservice.svc_location_manager_contributor | Business Location (com.snc.business_location) | Internal | | Location Manager Contributor \[sn_customerservice.svc_location_manager_contributor\] | This role enables users to create, update, view, and approve cases. They can also register and remove staff across all business locations they manage.  | * sn_customerservice.consumer_contributor * sn_customerservice.svc_location_manager_core * sn_customerservice.service_organization_contributor * sn_customerservice.account_contributor {#business-stakeholder-for-csm__ul_xc2_1wq_q5b} | Business Location (com.snc.business_location) | Internal and external | [Table 1. Create cases on behalf of customers] {#business-stakeholder-for-csm__table_zms_lpx_znb} {#business-stakeholder-for-csm__table_gqb_rld_b4b__entry__4} | Role | Description | Plugin | User type | |-|-|-|-| | Proxy contact \[sn_csm_proxy_cont\] | This role enables employees to create cases for customer accounts and contacts. | Customer Proxy Contacts (com.snc.csm_proxy_contacts) | Internal | [Table 2. Create cases as proxy contact] {#business-stakeholder-for-csm__table_gqb_rld_b4b} For more information about the proxy contact role, see [Create cases as a proxy contact](https://www.servicenow.com/docs/Kp4Zv88ik7i0yWTc0xIzHQ "The proxy contact role (Customer Proxy Contacts, sn_csm_proxy_cont) enables employees to create cases for customer accounts and contacts. Employees can also be proxy case contacts on behalf of customers."). {#business-stakeholder-for-csm__table_xv4_rpx_znb__entry__5} | Role | Description | Contains roles | Plugin | User type | |-|-|-|-|-| | Service organization contributor \[sn_customerservice.service_organization_contributor\] | This role enables users to create cases for their business location. | sn_customerservice.case_contributor_creator | Business Location (com.snc.business_location) | Internal and external | [Table 3. Create cases on behalf of service organizations] {#business-stakeholder-for-csm__table_xv4_rpx_znb} {#business-stakeholder-for-csm__table_cww_qz3_ktb__entry__4} | Role | Description | Plugin | User type | |-|-|-|-| | Order approver \[sn_csm_om.order_approver\] | Users with this role can view customer orders and product catalog data and can approve customer orders. They cannot create, update, or delete orders. Note: This requires subscription to Order Management. | Order Management (com.sn_csm_order_mgmt) | Internal | [Table 4. Approve orders] {#business-stakeholder-for-csm__table_cww_qz3_ktb} {#business-stakeholder-for-csm__table_jwm_tpx_znb__entry__4} | Role | Description | Plugin | User type | |-|-|-|-| | Account order viewer \[sn_csm_om.account_order_viewer\] | This role provides read-only access to orders, order lines, and order tasks. | Order Management (com.sn_csm_order_mgmt) | Internal | | Business location viewer \[sn_bus_loc.viewer\] | This role provides read-only access to business locations. Note: This role provides unrestricted access to view all business locations regardless of other access controls. | Business Location (com.snc.business_location) | Internal | | Case viewer \[sn_customerservice.case_viewer\] | This role provides read-only access to all cases. | | Internal | | Case task viewer \[sn_customerservice.case_task_viewer\] | This role provides read-only access to all case tasks. Note: When combined with the case viewer role (sn_customerservice.case_viewer), a user can access all customer service cases and all case tasks. | | Internal | | Consumer order viewer \[sn_csm_om.consumer_order_viewer\] | This role provides read-only access to orders, order lines, and order tasks. | Order Management (com.sn_csm_order_mgmt) | Internal | | Customer data viewer \[sn_customerservice.customer_data_viewer\] | This role provides read access to customer data, including account, consumer, and household data, and the information included in the related lists. | | Internal | | Household viewer \[sn_csm_household.viewer\] | This role provides read-only access to all households. Note: This role provides unrestricted access to view all households regardless of relationship or other access controls. | Customer Household Data Model (com.snc.household) | Internal | | Service organization viewer \[sn_service_org.viewer\] | This role provides read-only access to service organizations. Note: This role provides unrestricted access to view all service organizations regardless of other access controls. | Service Organization (com.snc.service_organization) | Internal | [Table 5. View cases, case tasks, and customer data] {#business-stakeholder-for-csm__table_jwm_tpx_znb} {#business-stakeholder-for-csm__table_e3y_5px_znb__entry__3} | Role | Description | User type | |-|-|-| | Performance Analytics viewer \[pa_viewer\] | This role can: * View Analytics Hub. * Create thresholds and targets for indicators. * Read, update, and delete the thresholds and targets that are created. * View text analytics widgets on dashboards. {#business-stakeholder-for-csm__ul_zfy_rb4_h4b} | Internal | [Table 6. View and drill into reports and dashboards] {#business-stakeholder-for-csm__table_e3y_5px_znb} {#business-stakeholder-for-csm__table_ktt_xxq_q5b__entry__4} | Role | Description | Contains roles | User type | |-|-|-|-| | Project Stakeholder \[sn_customerservice.projectstakeholder\] | This role can: * View all projects. * View project information. * View project task information. {#business-stakeholder-for-csm__ul_gh2_ryq_q5b} | sn_customerservice.projectstakeholder | Internal | [Table 7. View projects and project tasks] {#business-stakeholder-for-csm__table_ktt_xxq_q5b} **Related topics** * [Business stakeholder role for PPM](https://www.servicenow.com/docs/access?context=business-stakeholder-role-ppm&version=brazil&pubname=brazil-it-business-management&ft:locale=en-US) * Business stakeholder role for APM * [Installed with Business Stakeholder](https://www.servicenow.com/docs/access?context=installed-with-business-stakeholder&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US)