---
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


---

# Roles

# Service Model Foundation roles {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 minutes to read  
Roles that are included with the plugins that enable the Service Model Foundation feature.
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](https://www.servicenow.com/docs/7jpNjUKLGsbHQINDlxtAdA "The renamed entities dispaly several Service Model Foundation entities that are renamed, including the previous and current names.").

The following table describes the roles that the administrator can assign to the internal users.  
{#csm-data-model-roles__table_tsh_2rs_jlb__entry__4}

| Role | Responsibility | Description | Contains roles |
|-|-|-|-|
| Organization Hierarchy Contributor \[org_hierarchy_contributor\] | Organization Hierarchy Contributor | Create and track cases on behalf of location hierarchy and for customer supported by those locations |   |
| Organization Hierarchy Agent \[org_hierarchy_agent\] | Organization Hierarchy Agent | Resolves account cases associated with their location hierarchy |   |
| Organization Hierarchy Consumer Agent \[org_hierarchy_consumer_agent\] | Organization Hierarchy Consumer Agent | Resolves consumer cases associated with their location hierarchy |   |
| Business Organization Self Contributor \[sn_bus_loc.business_org_self_contributor\] | Business Organization Self Contributor | Create and track service cases for their assigned sold products and install base items at a business location, without any involvement. Can only access cases for sold products and install base items assigned at the respective business location | sn_customerservice.case_contributor_creator |
| Location agent \[sn_customerservice.svc_location_agent\] | Location agent | Create and fulfill cases for the accounts and contacts in the agent's business location | * sn_fsm_servicedesk_agent * sn_esm_location_agent {#csm-data-model-roles__ul_rfd_shd_2mb} |
| Location consumer agent \[sn_customerservice.svc_location_consumer_agent\] | Location consumer agent | Create and fulfill cases for the consumers and households in the agent's business location. | * sn_fsm_servicedesk_agent * sn_esm_location_agent {#csm-data-model-roles__ul_wxx_shd_2mb} |
| Location manager \[sn_customerservice.svc_location_manager\] | Location Manager Fulfiller | Create and update cases for accounts, contacts, consumers, and households that work with the business locations within their location hierarchy. | * sn_fsm_servicedesk_agent * sn_customerservice.svc_location_agent * sn_customerservice.svc_location_consumer_agent * email_client_quick_message_author * sn_templated_snip.template_snippet_writer * sn_shn.admin * approver_user * sn_publication.approver {#csm-data-model-roles__ul_h1b_thd_2mb} |
| Location manager contributor \[sn_customerservice.svc_location_manager_contributor\] | Location Manager Contributor | Manage service organizations and create cases for accounts, households, or consumers at the service organization or any of its child service organizations. | * sn_customerservice.service_organization_contributor * sn_customerservice.svc_location_manager_core * sn_bus_loc.business_org_account_contributor * sn_bus_loc.business_org_consumer_contributor {#csm-data-model-roles__ul_nrj_tcn_lhc} Note: The Location manager contributor reflects the role's containment after the Remove Legacy Roles from Loc Mgr Contrib job has been run. For upgrade customers who haven't run this job yet, this role still contains sn_customerservice.account_contributor and sn_customerservice.consumer_contributor instead. For more information, see [Enable restricted customer access for Business Organizations](https://www.servicenow.com/docs/CEDMW8SMn_mTP7ineVixtw "Run this one-time scheduled job to use the Restricted Customer Access configuration with organization customer criteria under Business Organizations. This procedure is applicable to customers upgrading from a previous release."). |
| Business Org Account Contributor \[sn_bus_loc.business_org_account_contributor\] | Business Org Account Contributor | Creates cases for accounts associated with their business organization using organization criteria-based restricted customer access. Tracks and manages cases created by them for the accounts associated with their business organization. | None |
| Business Org Consumer Contributor \[sn_bus_loc.business_org_consumer_contributor\] | Business Org Consumer Contributor | Creates cases for consumers and households associated with their business organization using organization criteria-based restricted customer access. Tracks and manages cases created by them for the consumers or households associated with their business organization. | None |
| Location Project Member \[sn_bus_loc.location_project_stakeholder\] | None | Views project details and project tasks of their respective business location. Marks customer visible project tasks as complete. Assigns business organization project tasks to other location staff, project stakeholders, and assignment group. | None |
| Location Project Manager Contributor \[sn_bus_loc.location_manager_project_stakeholder\] | None | Views project details and project tasks of their respective business location and child business locations. Marks customer visible project tasks as complete. Assigns business organization project tasks to other location staff, project stakeholders, and assignment group. | None |
| EBL Viewer \[sn_bus_loc.ebl_viewer\] | None | Views all external business location details and location staff | None |
| IBL viewer \[sn_bus_loc.ibl_viewer\] | None | Views all internal business location details and location staff. | None |
| Service Organization Project Manager \[sn_service_org.project_manager\] | None | This role can perform the following actions: * Project initiation: Creates and launches projects Note: Service Organization project manager and customer project manager can access all project modules. * Project planning: Develops project plans, such as, task assignments and resource allocation. Note: On task assignment, an automated mail is generated. Update "Send Email to Contact when Customer Project Task is assigned" flow to disable or enable notifications. * Task management: Monitors and manages task dependencies and execution. * Coordination: Views and collaborates with location staff, assigning, and tracking tasks of their respective location. {#csm-data-model-roles__ul_b1v_nv3_tdc} | * sn_bus_loc.ibl_viewer * sn_bus_loc.ebl_viewer {#csm-data-model-roles__ul_ewp_dz3_tdc} |
| Relationship agent \[sn_customerservice.relationship_agent\] | None | This role restricts an agent's access to only those cases for the accounts, contacts, consumers, and households that they have a relationship with. This role 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. {#csm-data-model-roles__ul_o3x_zys_jlb} | * agent_workspace_user * snc_internal * sn_shn.editor * email_composer * sn_fsm_servicedesk_agent * sn_customerservice.csm_workspace_user * sn_templated_snip.template_snippet_reader {#csm-data-model-roles__ul_nd2_thd_2mb} |
| Service Management agent \[sn_esm_location_agent\] | None | A service management agent role for a business location | * sn_lookup_verify_user * assignment_workbench * knowledge * agent_workspace_user * chat_admin * cmdb_read * agent_schedule_user * interaction_agent * sn_templated_snip.template_snippet_reader * sn_shn.editor * template_editor * email_composer * template_editor_global {#csm-data-model-roles__ul_lch_thd_2mb} |
| Location Support agent \[sn_bus_loc.svc_location_support_agent\] | Location Support Agent | This role resolves the cases originated from other business organizations, ensuring access to required information and other details, and facilitating efficient coordination with store personnel Note: This role only applies to the internal business location. | sn_esm_location_agent |
| Service organization contributor \[sn_customerservice.service_organization_contributor\] | Location Contributor | This user: * works with accounts and contacts, consumers, and households * uses the Customer or Consumer Service Portal to assist customers * search knowledge articles and catalog items. * create cases on behalf of their business location, including cases for catalog items (requests), and follow up on those cases. * create cases from communication channels available to customers including phone, web, chat, Virtual Agent, and messaging. * view and follow up on other cases created for the user's business location. {#csm-data-model-roles__ul_wvf_ryy_khc} If also an internal user on a case, this user can: * add additional comments and attachments * accept or reject a solution * close a case * receive notifications of case updates * read work notes {#csm-data-model-roles__ul_lpb_1zy_khc} | * sn_customerservice.case_contributor_creator * sn_service_org.service_criteria_read * sn_service_org.customer_criteria_read {#csm-data-model-roles__ul_wy5_rzy_khc} |
| Business Org Account Contributor \[sn_bus_loc.business_org_account_contributor\] | Business Org Account Contributor | Creates cases for accounts supported by their business organization. Tracks and manages cases created by them for the accounts associated with their business organization. |   |
| Business Org Consumer Contributor \[sn_bus_loc.business_org_consumer_contributor\] | Business Org Consumer Contributor | Creates cases for consumers or households supported by their business organization. Tracks and manages cases created by them for the consumers or households associated with their business organization. |   |
[Table 1. Service Model Foundation roles]

{#csm-data-model-roles__table_tsh_2rs_jlb}

## Granular roles {#csm-data-model-roles__section_fxn_psm_33c}

{#csm-data-model-roles__table_s4c_rsm_33c__entry__4}

| Role name | Description | Inherited by | Inherits |
|-|-|-|-|
| sn_service_org.service_org_delete | Provides delete access to service organization, business location, internal business location, and external business location | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_external_staff_create | Provides create access to service organization external staff | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_external_staff_read | Provides read access to service organization external staff | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_external_staff_write | Provides write access to service organization external staff | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_external_staff_delete | Provides delete access to service organization external staff | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_assignment_group_create | Provides create access to service organization assignment groups | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_assignment_group_read | Provides read access to service organization assignment groups | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_assignment_group_write | Provides write access to service organization assignment groups | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_assignment_group_delete | Provides delete access to service organization assignment groups | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_criteria_create | Provides create access to organization criteria | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_criteria_read | Provides read access to organization criteria | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_criteria_write | Provides write access to organization criteria | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_criteria_delete | Provides delete access to organization criteria | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_customer_criteria_create | Provides create access to organization customer criteria | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_customer_criteria_read | Provides read access to organization customer criteria | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_customer_criteria_write | Provides write access to organization customer criteria | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_customer_criteria_delete | Provides delete access to organization customer criteria | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_offering_service_read | Provides all CRUD access to outsourced customer service flow | No | * sn_service_org.service_external_staff.create * sn_service_org.service_external_staff.read * sn_service_org.service_external_staff.write * sn_service_org.service_external_staff.delete * sn_contractor.outsourced_service_provider_create * sn_contractor.outsourced_service_provider_read * sn_contractor.outsourced_service_provider_write * sn_contractor.outsourced_service_provider_delete * sn_contractor.outsourced_service_provider_criteria_create * sn_contractor.outsourced_service_provider_criteria_read * sn_contractor.outsourced_service_provider_criteria_write * sn_contractor.outsourced_service_provider_criteria_delete * sn_csm_ocs.sn_csm_ocs_case_transfer_request_create * sn_csm_ocs.sn_csm_ocs_case_transfer_request_read * sn_csm_ocs.sn_csm_ocs_case_transfer_request_write * sn_csm_ocs.sn_csm_ocs_case_transfer_request_delete {#csm-data-model-roles__ul_jyj_vsm_33c} |
| sn_contractor.outsourced_service_provider_create | Provides create access to outsourced service providers | sn_csm_ocs.csm_ocs_admin | No |
| sn_contractor.outsourced_service_provider_read | Provides read access to outsourced service providers | sn_csm_ocs.csm_ocs_admin | No |
| sn_contractor.outsourced_service_provider_write | Provides update access to outsourced service providers | sn_csm_ocs.csm_ocs_admin | No |
| sn_contractor.outsourced_service_provider_delete | Provides delete access to outsourced service providers | sn_csm_ocs.csm_ocs_admin | No |
| sn_contractor.outsourced_service_provider_criteria_create | Provides create access to outsourcing criteria | sn_csm_ocs.csm_ocs_admin | No |
| sn_contractor.outsourced_service_provider_criteria_read | Provides read access to outsourcing criteria | sn_csm_ocs.csm_ocs_admin | No |
| sn_contractor.outsourced_service_provider_criteria_write | Provides update access to outsourcing criteria | sn_csm_ocs.csm_ocs_admin | No |
| sn_contractor.outsourced_service_provider_criteria_delete | Provides delete access to outsourcing criteria | sn_csm_ocs.csm_ocs_admin | No |
| sn_csm_ocs.csm_ocs_case_transfer_request_create | Provides create access to outsourced case transfer requests | sn_csm_ocs.csm_ocs_admin | No |
| sn_csm_ocs.csm_ocs_case_transfer_request_read | Provides read access to outsourced case transfer requests | sn_csm_ocs.csm_ocs_admin | No |
| sn_csm_ocs.csm_ocs_case_transfer_request_write | Provides write access to outsourced case transfer requests | sn_csm_ocs.csm_ocs_admin | No |
| sn_csm_ocs.csm_ocs_case_transfer_request_delete | Provides delete access to outsourced case transfer requests | sn_csm_ocs.csm_ocs_admin | No |
[Table 2. Granular roles]

{#csm-data-model-roles__table_s4c_rsm_33c}
**Related reference**   

* [Granular admin roles](https://www.servicenow.com/docs/5VxpVfQbqXGIld88sHHv8Q "Granular admin roles enable organizations to assign specific administrative permissions based on functional responsibilities, replacing broad admin access with targeted role assignments.")