Customer Project Management personas, roles, and tables

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • An overview of the tasks that can be performed by the different Customer Project Management roles.

    Personas and roles

    The following table lists the personas, their description, and the roles included with them.

    Table 1. Customer Service Management personas and roles
    Persona Description Required roles
    Customer project manager A user who creates and manages projects for customer accounts.
    • Creates projects.
    • Set up project tasks and resource plans.
    • Identifies customer contacts who have access to projects and project tasks.
    • Assigns and manages tasks and dependencies.
    • it_project_manager
    • sn_customerservice.projectmanager

    Location Project Member

    [sn_bus_loc.location_project_stakeholder]

    		 Views project details and project tasks of their respective business location. Marks project task as complete. None

    Location Project Manager Contributor

    [sn_bus_loc.location_manager_project_stakeholder]

    		 Views project details and project tasks of their respective business location and child business locations. Marks project task as complete. None
    Service Organization Project Manager

    [sn_service_org.project_manager]

    		 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
    Project stakeholder A user who is responsible for activities that require viewing customer project details and project tasks.
    • sn_customerservice.projectstakeholder
    • Minimum one CSM role
    Customer service agent A user who can create cases from projects and project tasks and resolve cases within the set SLA.
    • work on cases created from projects and project tasks.
    • Communicates with the customer on case status.
    • sn_customerservice_agent
    • sn_customerservice.projectstakeholder
    Customer An external user who is responsible for overseeing the project delivery.
    • Review project status and progress on the Customer Service Portal.
    • Completes assigned tasks.
    • Creates cases for project issues.
    		 Any of the following CSM external roles:
    • sn_customerservice.customer
    • sn_customerservice.customer_admin
    • sn_customerservice.partner
    • sn_customerservice.partner_admin

    Tables

    Tables are added with activation of the Customer Project Management plugin.
    Table 2. Customer Project Management tables
    Table Description
    Customer Project

    [customer_project]

    		 Stores customer projects.
    Customer Project Task

    [customer_project_task]

    		 Stores customer project tasks
    Project Contact

    [project_contact]

    		 Stores project contacts.
    The following columns are added to the Case table:
    • Customer Project
    • Customer Project Task
    • Issue
    • Project Change Request