Internal user data

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

    • Internal user data includes information about the users who are internal to your organization, such as managers, agents, and other employees. Internal users can also belong to user groups.

    A user is an individual who can access your instance and a group is a set of users who share a common purpose. The users associated with a group are listed as group members.

    User roles provide access to customer service features, capabilities, and data. The following user roles are available in the Customer Service Management application for internal users:
    • Customer service agent [sn_customerservice_agent]
    • Consumer service agent [sn_customerservice.consumer_agent]
    • Customer service manager [sn_customerservice_manager]

    For detailed descriptions about user roles, see Roles installed with Customer Service Management.