Roles for Outsourced Customer Service
Outsourced Service Providers (OSPs) are organizations that an enterprise engages to provide customer service to external customers. The OSPs manage cases for customers associated to their organization.
There are various roles required based on the tasks you perform.
| Role | Description |
|---|---|
| sn_csm_ocs.ext_manager (external OSP manager) | Onboard agents from service providers they belong to along with managing case assignments. |
| sn_csm_ocs.ext_agent (external OSP agent) | Agents can fulfill the cases belonging to the service provider organization they belong to. |
| sn_csm_ocs.manager (internal OSP manager) | Manages and monitors all the activities performed by OSPs. The manager can also access the OSP dashboards and act as an internal point of contact for the organization. |
Note:
OSP agents and managers can perform their designated tasks using UI16 interfaces, as workspaces aren’t supported at the moment.