Service Model Foundation roles

Roles that are included with the plugins that enable the Service Model Foundation feature.

The following table describes the roles that the administrator can assign to the internal users.

Table 1. Service Model Foundation roles

Role	Responsibility	Description	Contains roles
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
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
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
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
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.	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.	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.	sn_bus_loc.ibl_viewer sn_bus_loc.ebl_viewer
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.	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
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
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. 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	sn_customerservice.case_contributor_creator sn_service_org.service_criteria_read sn_service_org.customer_criteria_read

Granular roles

Table 2. Granular roles

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
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

Related reference

• Service Model Foundation Granular admin roles