---
sourceDocument: Yokohama Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/customer-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Business Stakeholder for Customer Service Management

# Business Stakeholder for Customer Service Management {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read

Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Business Stakeholder for Customer Service Management

The Business Stakeholder for Customer Service Management (CSM) enables users with specific roles and permissions to access and perform key business stakeholder functions within the Customer Service Management Subscription.
This includes creating cases on behalf of customers or service organizations, viewing case and customer data, approving requests, and accessing reports and dashboards.
Show full answer Show less  

## Roles and Permissions

ServiceNow customers can assign various roles to business stakeholder users to tailor access and capabilities according to organizational needs. These roles fall into several categories:

* **Create Cases on Behalf of Customers:** Roles such as Account Contributor, Case Authorized Contributor, Consumer Contributor, and Relationship Contributor allow users to create and manage cases for accounts, consumers, or related customers.
* **Create Cases as Proxy Contact:** The Proxy Contact role permits employees to create cases on behalf of customer accounts and contacts.
* **Create Cases on Behalf of Service Organizations:** The Service Organization Contributor role enables case creation for business locations managed by the user.
* **Approve Orders:** The Order Approver role allows users to view and approve customer orders and product catalogs but not modify orders, requiring the Order Management subscription.
* **View Cases, Case Tasks, and Customer Data:** Roles like Case Viewer, Case Task Viewer, Customer Data Viewer, and others provide read-only access to cases, case tasks, orders, households, business locations, and service organizations, some with unrestricted view access.
* **View and Drill Into Reports and Dashboards:** The Performance Analytics Viewer role grants permissions to view analytics dashboards, set thresholds and targets, and access text analytics widgets.
* **View Projects and Project Tasks:** The Project Stakeholder role allows users to view projects and related task information.

## Practical Benefits for ServiceNow Customers

* Enable designated business stakeholders to efficiently manage customer service cases and approvals without full administrative permissions.
* Provide granular access control to protect sensitive customer data while ensuring necessary visibility and action capabilities.
* Support collaboration by allowing authorized contributors to add comments, update tasks, and close cases.
* Leverage built-in reporting and analytics roles to monitor performance and operational insights.
* Integrate order management approvals seamlessly within the CSM environment for streamlined order processing workflows.

## Implementation Notes

Assign roles based on the user's responsibilities and relationship to customers or service organizations. Some roles require specific plugins or subscriptions, such as Order Management, to be active. Roles also differ in terms of internal versus external user assignment and scope of access (e.g., unrestricted viewing versus related-party limited access).  
Business Stakeholder for Customer Service Management includes plugins and roles that
provide access to business stakeholder features.  
Customers who have purchased the Customer Service Management Subscription product may provide Business Stakeholder users with the rights to the following actions:

* Create cases on behalf of a customer or a service organization.
* View cases, case tasks, and customer data.
* View and drill through reports.
* Approve requests.
{#business-stakeholder-for-csm__ul_cbq_dpx_znb}

## Roles for business stakeholder users {#business-stakeholder-for-csm__section_vfh_3px_znb}

You can assign the following roles to any user who is a business stakeholder.  
{#business-stakeholder-for-csm__table_zms_lpx_znb__entry__5}

| Role | Description | Contains roles | Plugin | User type |
|-|-|-|-|-|
| Account contributor \[sn_customerservice.account_contributor\] | This role enables users to create cases for any account. | sn_customerservice.case_contributor_creator | CSM Contributor User (com.snc.csm_contributor_user) | Internal and external |
| Case authorized contributor \[sn_customerservice.case_authorized_contributor\] | This role enables users, when added to an individual case as a related party, to: * Add additional comments and attachments * Receive notifications on case updates * Update case tasks * Accept or reject a solution * Close a case {#business-stakeholder-for-csm__ul_rt3_nbj_ktb} | * sn_customerservice.case_write_granular * sn_customerservice.case_related_party_write_granular {#business-stakeholder-for-csm__ul_qvx_nbj_ktb} | CSM Contributor User (com.snc.csm_contributor_user) | Internal |
| Consumer contributor \[sn_customerservice.consumer_contributor\] | This role enables users to create cases for any consumer. | sn_customerservice.case_contributor_creator | CSM Contributor User (com.snc.csm_contributor_user) | Internal and external |
| Relationship contributor \[sn_customerservice.relationship_contributor\] | This role enables users to create cases for those customers with which they have an established relationship. | sn_customerservice.case_contributor_creator | CSM Base Extension Entities (com.snc.cs_base_extension) | Internal and external |
| Location Relationship Manager \[sn_bus_loc.location_relationship_manager\] | This role enables users to view cases across all the external business locations where they have sn_bus_loc.location_relationship_manager responsibility. | sn_customerservice.svc_location_manager_contributor | Business Location (com.snc.business_location) | Internal |
| Location Manager Contributor \[sn_customerservice.svc_location_manager_contributor\] | This role enables users to create, update, view, and approve cases. They can also register and remove staff across all business locations they manage.  | * sn_customerservice.consumer_contributor * sn_customerservice.svc_location_manager_core * sn_customerservice.service_organization_contributor * sn_customerservice.account_contributor {#business-stakeholder-for-csm__ul_xc2_1wq_q5b} | Business Location (com.snc.business_location) | Internal and external |
[Table 1. Create cases on behalf of customers]

{#business-stakeholder-for-csm__table_zms_lpx_znb}  
{#business-stakeholder-for-csm__table_gqb_rld_b4b__entry__4}

| Role | Description | Plugin | User type |
|-|-|-|-|
| Proxy contact \[sn_customerservice.proxy_contact\] | This role enables employees to create cases for customer accounts and contacts. | CSM Extension for Proxy Contacts (com.snc.csm_proxy_contacts) | Internal |
[Table 2. Create cases as proxy contact]

{#business-stakeholder-for-csm__table_gqb_rld_b4b}

For more information about the proxy contact role, see [Create cases as a proxy contact](https://www.servicenow.com/docs/CW0__VfOe4gb3iEZaslXxg "The proxy contact role enables employees to create cases for customer accounts and contacts. Employees can also be proxy case contacts on behalf of customers.").  
{#business-stakeholder-for-csm__table_xv4_rpx_znb__entry__5}

| Role | Description | Contains roles | Plugin | User type |
|-|-|-|-|-|
| Service organization contributor \[sn_customerservice.service_organization_contributor\] | This role enables users to create cases for their business location. | sn_customerservice.case_contributor_creator | Business Location (com.snc.business_location) | Internal and external |
[Table 3. Create cases on behalf of service organizations]

{#business-stakeholder-for-csm__table_xv4_rpx_znb}  
{#business-stakeholder-for-csm__table_cww_qz3_ktb__entry__4}

| Role | Description | Plugin | User type |
|-|-|-|-|
| Order approver \[sn_csm_om.order_approver\] | Users with this role can view customer orders and product catalog data and can approve customer orders. They cannot create, update, or delete orders. Note: This requires subscription to Order Management. | Order Management (com.sn_csm_order_mgmt) | Internal |
[Table 4. Approve orders]

{#business-stakeholder-for-csm__table_cww_qz3_ktb}  
{#business-stakeholder-for-csm__table_jwm_tpx_znb__entry__4}

| Role | Description | Plugin | User type |
|-|-|-|-|
| Account order viewer \[sn_csm_om.account_order_viewer\] | This role provides read-only access to orders, order lines, and order tasks. | Order Management (com.sn_csm_order_mgmt) | Internal |
| Business location viewer \[sn_bus_loc.viewer\] | This role provides read-only access to business locations. Note: This role provides unrestricted access to view all business locations regardless of other access controls. | Business Location (com.snc.business_location) | Internal |
| Case viewer \[sn_customerservice.case_viewer\] | This role provides read-only access to all cases. |   | Internal |
| Case task viewer \[sn_customerservice.case_task_viewer\] | This role provides read-only access to all case tasks. Note: When combined with the case viewer role (sn_customerservice.case_viewer), a user can access all customer service cases and all case tasks. |   | Internal |
| Consumer order viewer \[sn_csm_om.consumer_order_viewer\] | This role provides read-only access to orders, order lines, and order tasks. | Order Management (com.sn_csm_order_mgmt) | Internal |
| Customer data viewer \[sn_customerservice.customer_data_viewer\] | This role provides read access to customer data, including account, consumer, and household data, and the information included in the related lists. |   | Internal |
| Household viewer \[sn_csm_household.viewer\] | This role provides read-only access to all households. Note: This role provides unrestricted access to view all households regardless of relationship or other access controls. | Customer Service Household (com.snc.household) | Internal |
| Service organization viewer \[sn_service_org.viewer\] | This role provides read-only access to service organizations. Note: This role provides unrestricted access to view all service organizations regardless of other access controls. | Service Organization (com.snc.service_organization) | Internal |
[Table 5. View cases, case tasks, and customer data]

{#business-stakeholder-for-csm__table_jwm_tpx_znb}  
{#business-stakeholder-for-csm__table_e3y_5px_znb__entry__3}

| Role | Description | User type |
|-|-|-|
| Performance Analytics viewer \[pa_viewer\] | This role can: * View Analytics Hub. * Create thresholds and targets for indicators. * Read, update, and delete the thresholds and targets that are created. * View text analytics widgets on dashboards. {#business-stakeholder-for-csm__ul_zfy_rb4_h4b} | Internal |
[Table 6. View and drill into reports and dashboards]

{#business-stakeholder-for-csm__table_e3y_5px_znb}  
{#business-stakeholder-for-csm__table_ktt_xxq_q5b__entry__4}

| Role | Description | Contains roles | User type |
|-|-|-|-|
| Project Stakeholder \[sn_customerservice.projectstakeholder\] | This role can: * View all projects. * View project information. * View project task information. {#business-stakeholder-for-csm__ul_gh2_ryq_q5b} | sn_customerservice.projectstakeholder | Internal |
[Table 7. View projects and project tasks]

{#business-stakeholder-for-csm__table_ktt_xxq_q5b}
**Related topics**   

* [Business stakeholder role for PPM](https://www.servicenow.com/docs/access?context=business-stakeholder-role-ppm&version=yokohama&pubname=yokohama-it-business-management&ft:locale=en-US)
* [Business stakeholder role for APM](https://www.servicenow.com/docs/access?context=business-stakeholder-role-apm&version=yokohama&pubname=yokohama-application-portfolio-management&ft:locale=en-US)
* [Installed with Business Stakeholder](https://www.servicenow.com/docs/access?context=installed-with-business-stakeholder&version=yokohama&pubname=yokohama-it-service-management&ft:locale=en-US)