Assign roles

Assign roles to internal and external users to facilitate proper access to service organizations, business locations, and households. By assigning required roles, you can enable each user to have the necessary permissions to perform their tasks effectively.

Before you begin

Role required: admin

About this task

The Service Model Foundation plugins add the following roles to Customer Service Management.

Table 1. Service Model Foundation roles

Role	Description	Contains roles
Location manager contributor [sn_customerservice.svc_location_manager_contributor]	A location manager contributor is employed at the business location and manages a business location in the location hierarchy along with all its child business locations. A location manager contributor performs the following tasks: Manage service organization. Manages staff at the business locations. Track products and services at the business locations. Report cases for any account, household, or consumer created at the parent or any child business locations.	sn_customerservice.consumer_contributor sn_customerservice.svc_location_manager_core sn_customerservice.service_organization_contributor sn_customerservice.account_contributor
Location relationship manager [sn_bus_loc.location_relationship_manager] Note: This role only applies to the external business locations.	A location relationship manager is employed by the parent business and acts as a point of contact for one or more external business locations. A location relationship manager performs the following tasks: Manage and monitor all activities related to products and services at an external business location. Monitor the performance of external business locations. Respond to queries on case status from external business location stakeholders.	sn_customerservice.svc_location_manager_contributor
Location agent [sn_customerservice.svc_location_agent] Note: This role only applies to the internal business location.	A location agent performs the following tasks: View all customer service management (CSM) entities. Create cases for any account, household, consumer, or service organization. Fulfill cases for any account, household, consumer, or service organization created at the agent’s location.	sn_fsm_servicedesk_agent sn_esm_location_agent
Location consumer agent [sn_customerservice.svc_location_consumer_agent] Note: This role only applies to the internal business location.	A location consumer agent performs the following tasks: View all CSM entities. Create cases for any account, household, consumer, or service organization. Fulfill cases for any account, household, consumer, or service organization created at the service organization or any child service organization. Assign related staff to any account, household, or consumer.	sn_fsm_servicedesk_agent sn_esm_location_agent
Location manager [sn_customerservice.svc_location_manager] Note: This role only applies to the internal business locations.	A location manager performs the following tasks: View all CSM entities for a related account, household, consumer, or service organization. Create, update, and close cases for any related account, household, consumer, or service organization created at the consumer’s location.	sn_fsm_servicedesk_agent sn_customerservice.svc_location_agent email_client_quick_message_author sn_templated_snip.template_snippet_writer sn_customerservice.svc_location_manager_core sn_shn.admin approver_user sn_customerservice.svc_location_consumer_agent
Relationship agent [sn_customerservice.relationship_agent]	Manage cases for the accounts, contacts, consumers, and households that the agent has relationships with. It includes the following relationships that are provided with the Service Model Foundation plugins: Account Manager: Creates a relationship between an internal user and an account. Relationship Manager: Creates a relationship between an internal user and a consumer or a household.	agent_workspace_user sn_fsm_servicedesk_agent snc_internal sn_templated_snip.template_snippet_reader sn_customerservice.csm_workspace_user sn_shn.editor email_composer
Service Management location agent [sn_esm_location_agent]	A service management location agent is an agent for a business location.	sn_lookup_verify_user assignment_workbench knowledge agent_workspace_user actsub_user template_editor chat_admin cmdb_read agent_schedule_user interaction_agent sn_templated_snip.template_snippet_reader sn_customerservice.csm_workspace_user sn_shn.editor email_composer template_editor_global
Location support agent [sn_bus_loc.svc_location_support_agent]	A location support agent is a service organization member who acts as a fulfiller and can perform the following tasks: View all CSM entities. Create and resolve cases. Access the CSM Configurable Workspace. Use business location 360 to view details of internal and external business locations that they support, sold products, location members, install base items, and available services. Note: The role of location support agent isn’t supported for external business locations since case fulfillment isn't enabled for these locations.	sn_esm_location_agent sn_csm_case_types.service_definition_viewer

Note:

If contributor users, like relationship contributors, account contributors, or consumer contributors associated with business locations, have a location contributor (sn_customerservice.service_organization_contributor) role, they can access the business locations.

Procedure

• You can assign roles to users using the Service Model Foundation guided setup.
• You can also assign roles to users using the ServiceNow AI Platform user administration feature: Assign a role to a user.