Roles installed with Employee as a Consumer

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

    • Use different roles to establish the relationships between your users and entities. By using the Employee as a Consumer functionality within the Customer Service Management (CSM) application, your organization can support both requesters and supporters.

    Overview of Employee as a Consumer

    The Unified Consumer (sn_customerservice.unified_consumer) role enables a user to have both the snc_internal and snc_external roles, which means that roles have greater control over consumer behavior, whether it's internal or external.

    Earlier, the Consumer (sn_customerservice.consumer) role automatically included the snc_external role, which created a limitation. This limitation helped to prevent an organization from assigning the snc_internal role to a user and restricted the simultaneous use of both the snc_internal and snc_external roles. To address these limitations, a new role, independent of the snc_external role, was introduced to complement the sn_customerservice.consumer role. This additional role can be associated with both the snc_internal and snc_external roles, which means that your organization now has increased flexibility in managing a user's behavior.

    Employee as a Consumer existing and new roles

    The following diagram shows the existing roles and the new roles that enable the Employee as a Consumer functionality.

    Figure 1. Existing and new roles
    Existing and new roles that enable the Employee as a Consumer functionality. For a detailed explanation of these roles, refer to the Roles and description table.
    Note:

    With the Employee as a Consumer functionality, the Requester (sn_customerservice.requester) and the Unified Consumer (sn_customerservice.unified_consumer) roles were introduced. Both these roles are independent of the snc_internal and snc_external roles​.

    In addition to the roles listed below, users functioning as consumers must have a linked record in the Consumers [csm_consumer] table. Without this record, consumer functionality is not available even with the appropriate role assigned.

    Table 1. Requester and Unified Consumer roles and descriptions
    Role [name] Description
    Requester

    [sn_customerservice.requester]

    		 Supports requesters and implements the base functionality. It serves as a base role, running in parallel with the Enterprise Service Management (ESM) User (sn_esm_user) role.
    Unified Consumer

    [sn_customerservice.unified_consumer]

    		 Supports consumers and runs parallel to the Consumer (sn_customerservice.consumer) role. It inherits the Requester (sn_customerservice.requester) role.