---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Roles

# Service Model Foundation roles {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 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/GOd50bOlCGACQLLY5iN1tA "The renamed entities display 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 their organization hierarchy. | sn_customerservice.service_organization_contributor |
| Business Organization Self Contributor \[sn_bus_loc.business_org_self_contributor\] or \[business_org_self_contributor\] | Business Organization Self Contributor | Enables self-service case reporting for frontline, field, and location-based workers within business organizations. With this role, you can: * Create and track cases for sold products and install base items assigned to you at a business organization (formerly business location). * View your own member details and responsibility at that location, along with the assignment group mapped to it. {#csm-data-model-roles__ul_j5r_gnk_kjc} | 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 organization . | * 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 organization . | * 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 organizations 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_customerservice.consumer_contributor * sn_customerservice.account_contributor {#csm-data-model-roles__ul_nrj_tcn_lhc} |
| Location Project Member \[sn_bus_loc.location_project_stakeholder\] | None | Views project details and project tasks of their respective business organization. Marks customer visible project tasks as complete. | None |
| Location Project Manager Contributor \[sn_bus_loc.location_manager_project_stakeholder\] | None | Views project details and project tasks of their respective business organization (formerly business location) and child business organizations . Marks customer visible project tasks as complete. | None |
| EBL Viewer \[sn_bus_loc.ebl_viewer\] | None | Views all external organization (formerly external business location) details and location staff | None |
| IBL viewer \[sn_bus_loc.ibl_viewer\] | None | Views all internal organization (formerly 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 organization (formerly 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 organization (formerly 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 organization (formerly 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 organization (formerly 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} |
[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 organization core, business organization, internal organization, and external organization | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_external_staff_create | Provides create access to external organization staff (formerly service organization external staff) | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_external_staff_read | Provides read access to external organization staff | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_external_staff_write | Provides write access to external organization staff | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_external_staff_delete | Provides delete access to external organization staff | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_assignment_group_create | Provides create access to organization assignment groups (formerly service organization assignment groups) | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_assignment_group_read | Provides read access to organization assignment groups | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_assignment_group_write | Provides write access to organization assignment groups | sn_service_org.service_org_admin | No |
| sn_service_org.service_org_assignment_group_delete | Provides delete access to 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**   

* [Service Model Foundation Granular admin roles](https://www.servicenow.com/docs/R3rTvGpkqm6siyDMOGQOzg "Granular admin roles enable organizations to assign specific administrative permissions based on functional responsibilities, replacing broad admin access with targeted role assignments.")