---
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

# Roles {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
After successful integration of Order Management with Service Model Foundation, various roles are added to the list view menu.  
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 display several Service Model Foundation entities that are renamed, including the previous and current names.").

## Description of roles {#personas-roles-and-tables-post-integration__section_s2l_gsk_ffc}

|-|-|-|
| Role | Description | Contains roles |
| Organization B2B Sales Representative (sn_bus_org_orm.org_b2b_sales_rep) | This role enables organization staff to create and manage account-related offers at their specific locations. | * Location Org Viewer (sn_bus_loc.location_org_viewer) * Location Order Creator (sn_bus_loc_orm.location_order_creator) * Location Account Viewer (sn_bus_loc.location_account_viewer) {#personas-roles-and-tables-post-integration__ul_snc_gcs_ffc} |
| Organization B2B Approver (sn_bus_org_orm.org_b2b_approver) | This role enables organization staff to approve account-related orders at their specific locations. As a B2B order approver, you can only view the customer orders that are associated with your respective location. | This role contains the following inherited roles. * Location Org Viewer (sn_bus_loc.location_org_viewer) * Location Order Viewer (sn_bus_loc_orm.location_order_viewer) * Location Account Viewer (sn_bus_loc.location_account_viewer) * Business Organization B2B Approver (sn_bus_org_orm.org_b2b_approver) {#personas-roles-and-tables-post-integration__ul_vnc_gcs_ffc} |
| Organization B2C Sales Representative (sn_bus_org_orm.org_b2c_sales_rep) | This role enables organization staff to create and manage consumer-related orders at their specific locations. They can also view consumer orders and associated order line items where both Consumer and Channel partner fields are specified. As a B2C Order Approver, you can: * View consumer detailed and related order line items. * Update editable fields on the Customer Order form. * Update the status of orders. {#personas-roles-and-tables-post-integration__ul_zbc_w3f_xfc} | This role contains the following inherited roles. * Location Org Viewer (sn_bus_loc.location_org_viewer) * Location Order Creator (sn_bus_loc_orm.location_order_creator) * Location Consumer Viewer (sn_bus_loc.location_consumer_viewer) * Business Organization B2C Approver (sn_bus_org_orm.org_b2c_approver) {#personas-roles-and-tables-post-integration__ul_ync_gcs_ffc} |
| Organization B2C Approver (sn_bus_org_orm.org_b2c_approver) | This role enables organization staff to approve consumer-related orders at their specific locations. | This role contains the following inherited roles. * Location Org Viewer (sn_bus_loc.location_org_viewer) * Location Order Viewer (sn_bus_loc_orm.location_order_viewer) * Location Consumer Viewer (sn_bus_loc.location_consumer_viewer) * Business Organization B2C Sales Approver (sn_bus_org_orm_org.b2c_sales_approver) {#personas-roles-and-tables-post-integration__ul_b4c_gcs_ffc} |
| Organization Sales Manager (sn_bus_org_orm.org_sales_mgr) | This role enables enterprise sales persona to create, manage, and approve account and consumer related orders for their assigned organizational hierarchy. They can view consumer-related orders and order line items across both parent and child business organizations (formerly business locations). The Location Sales Manager has full access to create and approve all order types, including both B2B and B2C orders. | This role contains the following inherited roles * Location Org Hierarchy Viewer (sn_bus_loc.location_org_hierarchy_viewer) * Location Customer Order Agent (sn_bus_loc_orm.location_customer_order_agent) * Location Customer Order Approver (sn_bus_loc_orm.location_customer_order_approver) * Location Consumer Order Agent (sn_bus_loc_orm.location_customer_order_agent) * Location Consumer Order Approver (sn_bus_loc_orm.location_consumer_order_approver) {#personas-roles-and-tables-post-integration__ul_e4c_gcs_ffc} |
| sn_bus_org_orm.org_ui | Granular role for organization staff to ensures consistent sales order experience across all user interfaces. | None |
[ ]

{#personas-roles-and-tables-post-integration__table_rnc_gcs_ffc}

Apart from the functional roles, users also need to have the Business organization UI (sn_bus_org_orm.org_ui) granular role to have a uniform experience across all user interfaces.

If a business organization enables [Restricted Customer Access](https://www.servicenow.com/docs/Is2DigMBpS7AQMRRuiU4BQ#associate-customers-or-bus-loc-to-so__restricted-access), the account and consumer visibility restriction also applies to sales personas such as B2B and B2C sales representatives. In other
words, these personas can view only the accounts and consumers supported by their own business organization, and cannot view accounts and consumers supported by other business organizations. For upgrade customers, this restriction has
no effect until an admin runs the Remove Legacy Roles from Loc Mgr Contrib scheduled job. 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.")