--- 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 --- # Contributor user roles # Contributor user roles {#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 Contributor user roles The contributor user roles in ServiceNow's Customer Service Management (CSM) data model control access to cases, case tasks, and related information. These roles are assigned based on business needs and are included across multiple plugins such as Case Management Core, CSM Contributor User, Business Location, and CSM Base Extension Entities. Each role provides specific permissions to view, create, or edit cases and related data. Show full answer Show less ## Roles Included with Key Plugins **Case Management Core plugin:** Provides contributor roles for limited write or read access on cases if users have base read access. For example, the *Case contributor editor* role allows limited editing of fields like work notes and attachments, while the *Case contributor viewer* role grants read-only access to all case-associated tables and workspace modules. **CSM Contributor User plugin:** Offers roles such as *Account contributor* and *Consumer contributor* enabling users to create cases for any account or consumer, respectively. The *Self-contributor* role allows internal users to create cases for themselves. These roles include the fundamental *Case contributor creator* role for case creation capabilities. **Business Location plugin:** Includes roles like *Service organization contributor* for creating cases on behalf of a service organization, and *Business Org Account Contributor* and *Business Org Consumer Contributor* which enable case creation and management for accounts or consumers linked to the user's business organization with criteria-based restricted access. **CSM Base Extension Entities plugin:** Provides the *Relationship contributor* role allowing users to create cases for customers with whom they have an established relationship, contingent on membership in corresponding teams. Note that this plugin requires activation of the CSM Contributor User plugin. ## Additional Roles * **Customer data viewer:** Grants read access to customer data such as accounts, consumers, households, and related lists. * **Workspace user:** Provides internal users access to case tasks within CSM workspaces and enables features like Agent Assist, email creation (with proper permissions), and response templates. External users cannot access workspaces even if assigned this role. ## Practical Implications for ServiceNow Customers Understanding these contributor roles enables you to assign appropriate permissions tailored to your organizational structure and business processes. By leveraging these roles, you can control who can create, view, or edit cases and case tasks, improve collaboration among contributors, and ensure secure and efficient case management aligned with your customer service operations. Activation of the relevant plugins and correct role assignments are essential to enable these capabilities. Additionally, some roles require users to be part of specific teams or business locations, ensuring access is properly scoped. The contributor user data model includes several roles that control access to cases, case tasks, and related information, assigned to users based on business needs. These roles are included with several different plugins: * Case Management Core (com.sn_customerservice) * CSM Contributor User (com.snc.csm_contributor_user) * Business Location (com.snc.business_location) * CSM Base Extension Entities (com.snc.cs_base_extension) {#csm-contributor-user-roles__ul_mjf_3sf_h4b}See the following tables for detailed role descriptions. ## Roles included with the Case Management Core plugin {#csm-contributor-user-roles__section_lqg_wyb_3nb} The following table lists the contributor roles that are included with the Case Management Core (com.sn_customerservice) plugin along with their descriptions and associated roles. {#csm-contributor-user-roles__table_q3s_wcc_3nb__entry__3} | Role | Description | Contains roles | |-|-|-| | Case contributor editor \[sn_customerservice.case_contributor_editor\] | This role provides limited write access to some of the fields on the Case form if the user has read access to the case through another role. Limited write access is available for the following fields: * Work notes * Additional comments * Attachments * State or stage changes * Contributor users * Contributor groups * Watchlist * Work notes list {#csm-contributor-user-roles__ul_xwt_gdd_smb} | | | Case contributor viewer \[sn_customerservice.case_contributor_viewer\] | This role provides read access to all tables associated with a case if the user has read access to the case through another role. The user can access the All tasks I participate in module in CSM Agent Workspace. | * sn_shn.user * wm_read {#csm-contributor-user-roles__ul_bjr_r5f_h4b} | [Table 1. Customer service roles] {#csm-contributor-user-roles__table_q3s_wcc_3nb} ## Roles included with the CSM Contributor User plugin {#csm-contributor-user-roles__section_pg1_5mt_jnb} The following table lists the contributor roles that are included with the CSM Contributor User (com.snc.csm_contributor_user) plugin along with their descriptions and associated roles. {#csm-contributor-user-roles__table_e1g_bnt_jnb__entry__3} | Role | Description | Contains roles | |-|-|-| | Account contributor \[sn_customerservice.account_contributor\] | This role enables users to create cases for any account. | sn_customerservice.case_contributor_creator | | Consumer contributor \[sn_customerservice.consumer_contributor\] | This role enables users to create cases for any consumer. | sn_customerservice.case_contributor_creator | | Self-contributor \[sn_customerservice.self_contributor\] | This role enables users with snc_internal role to create cases for themselves. | sn_customerservice.case_contributor_creator | | Case contributor creator \[case_contributor_creator\] | This role enables users to create cases and is included in the top-level contributor roles. | | [Table 2. Roles for the contributor user plugin] {#csm-contributor-user-roles__table_e1g_bnt_jnb} ## Roles included with the Business Location plugin {#csm-contributor-user-roles__section_n2y_1rt_jnb} The following contributor roles are included with the Business Location plugin (com.snc.business_location). {#csm-contributor-user-roles__table_fcs_brt_jnb__entry__3} | Role | Description | Contains roles | |-|-|-| | Service organization contributor \[sn_customerservice.service_organization_contributor\] | This role enables you to create cases for your service organization (business location). Note: A service organization contributor must be a member of a service organization to create cases on its behalf. | sn_customerservice.case_contributor_creator | | Business Org Account Contributor \[sn_bus_loc.business_org_account_contributor\] | This role enables you to create cases for accounts associated with your business organization using criteria-based restricted customer access. Track and manage cases created by you for the accounts associated with your business organization. | | | Business Org Consumer Contributor \[sn_bus_loc.business_org_consumer_contributor\] | This role enables you to create cases for consumers and households associated with your business organization using criteria-based restricted customer access. Also, track and manage cases created by you for the consumers or households associated with your business organization. | | [Table 3. Roles for the business location plugin] {#csm-contributor-user-roles__table_fcs_brt_jnb} ## Roles included with the CSM Base Extension Entities plugin {#csm-contributor-user-roles__section_l3y_44t_jnb} The following contributor roles are included with the CSM Base Extension Entities plugin (com.snc.cs_base_extension). {#csm-contributor-user-roles__table_phg_y4t_jnb__entry__3} | Role | Description | Contains roles | |-|-|-| | Relationship contributor \[sn_customerservice.relationship_contributor\] | This role enables you to create cases for customers with which they have an established relationship. Note: * The CSM Contributor User (com.snc.csm_contributor_user) plugin must be activated. This plugin is moved to the App Store beginning with Australia release. * A relationship contributor must be a member of an account, contact, or household team to create cases on their behalf. {#csm-contributor-user-roles__ul_fxp_vf2_45b} | sn_customerservice.case_contributor_creator | [Table 4. Roles for the CSM base extension entities plugin] {#csm-contributor-user-roles__table_phg_y4t_jnb} ## Additional roles {#csm-contributor-user-roles__section_uvs_lmt_jnb} {#csm-contributor-user-roles__table_hbc_drt_jnb__entry__3} | Role | Description | Contains roles | |-|-|-| | 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. | | | Workspace user \[sn_customerservice.csm_workspace_user\] | This role provides access to case tasks from the following modules in the CSM workspaces for internal users only: * My Case Tasks * My Group's Case Tasks {#csm-contributor-user-roles__ul_e5f_bdc_3nb} You can also: * Use Agent Assist to search for knowledge articles (if the User Criteria are set to provide access to knowledge). * Create email (if you have the written access to the record and the email_composer role). * View response templates (if response templates have been configured for the record). {#csm-contributor-user-roles__ul_ig1_ldc_3nb} Note: An external user who is given contributor roles can't access workspace even if they're given this role. | * agent_workspace_user * canvas_user * sn_templated_snip.template_snippet_reader * email_composer {#csm-contributor-user-roles__ul_p4h_w5f_h4b} | [Table 5. Additional contributor roles] {#csm-contributor-user-roles__table_hbc_drt_jnb} **Related concepts** * [Contributor users](https://www.servicenow.com/docs/PNGxubU~rwwiSsn~1ebYJw "With contributor user roles, you can engage both internal and external users to report customer issues and requests.") * [Cases and case tasks](https://www.servicenow.com/docs/LMhFimDUYrueaYiRoOdaJg "Customer service cases store information about customers, their questions and issues, and related information. Case tasks are created and assigned to users to complete the work necessary to resolve cases.") * [Business Stakeholder for Customer Service Management](https://www.servicenow.com/docs/kCxec0YlqeZRGbGsk~QEaQ "Business Stakeholder for Customer Service Management includes plugins and roles that provide access to business stakeholder features.") **Related tasks** * [Configure contributor users](https://www.servicenow.com/docs/2aCJhIZOmVzZ2gHUepYg4g "The CSM Contributor User plugin enables you to engage middle office teams in resolving customer issues and requests.") **Related reference** * [Roles installed with Customer Service Management](https://www.servicenow.com/docs/RJLf51LYGCL5gogIjnvEqQ "The Customer Service Management application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users.")