User management

Configure the internal and external users for Customer Service Management to provide the correct access to features, capabilities, and case data. Create relationships that facilitate case management and fulfill support roles for specific accounts.

Table 1. Setting up users, user groups, and customer relationships

Task	Description
Configure users and groups	Configure the individual users and the user groups who can access your instance.
Assign roles to CSM users	Assign roles to individual users and user groups to control access to features, capabilities, and data.
Create multiple consumer profiles for a user	Individual consumers can have multiple profiles for different needs. You can create these profiles to identify and differentiate profile-specific data.
Configure a unified user	Enable users to maintain multiple profiles within the Customer Service Management (CSM) application and other ServiceNow applications with one login.
Create customer relationships	Establish different types of relationships between partners, customers, and contacts, to make case and account management easy and flexible: Bi-directional account relationships Contact relationships Account hierarchies
Create account teams	Create teams made up of employees and customer contacts who fulfill the roles and functions to support specific accounts.
Configure Contributor Users	Configure contributor users to engage middle office teams in resolving customer issues and requests.
Configuring customer access management	Configure customer access management to support multiple contacts and consumers on cases and sold products, providing them with varying levels of access to the case.
Fix external user role assignments	Fix the issue with external users assigned with internal user roles.