Service Model Foundation roles

Roles that are included with the plugins that enable the Service Model Foundation feature.

The following table describes the roles that the administrator can assign to the internal users.

Table 1. Service Model Foundation roles

Role	Description	Contains roles
Location agent [sn_customerservice.svc_location_agent]	Create and fulfill cases for the accounts and contacts in the agent's business location.	sn_fsm_servicedesk_agent sn_esm_location_agent
Location consumer agent [sn_customerservice.svc_location_consumer_agent]	Create and fulfill cases for the consumers and households in the agent's business location.	sn_fsm_servicedesk_agent sn_esm_location_agent
Location manager [sn_customerservice.svc_location_manager]	Create and update cases for accounts, contacts, consumers, and households that work with the business locations within their location hierarchy.	sn_fsm_servicedesk_agent sn_customerservice.svc_location_agent sn_customerservice.svc_location_consumer_agent email_client_quick_message_author sn_templated_snip.template_snippet_writer sn_shn.admin approver_user sn_publication.approver
Location Project Member [sn_bus_loc.location_project_stakeholder]	Views project details and project tasks of their respective business location. Marks customer visible project tasks as complete.	None
Location Project Manager Contributor [sn_bus_loc.location_manager_project_stakeholder]	Views project details and project tasks of their respective business location and child business locations. Marks customer visible project tasks as complete.	None
EBL Viewer [sn_bus_loc.ebl_viewer]	Views all external business location details and location staff	None
IBL viewer [sn_bus_loc.ibl_viewer]	Views all internal business location details and location staff.	None
Service Organization Project Manager [sn_service_org.project_manager]	This role can perform the following actions: Project initiation: Creates and launches projects Note: Service Organization project manager and customer project manager can access all project modules. Project planning: Develops project plans, such as, task assignments and resource allocation. Note: On task assignment, an automated mail is generated. Update "Send Email to Contact when Customer Project Task is assigned" flow to disable or enable notifications. Task management: Monitors and manages task dependencies and execution. Coordination: Views and collaborates with location staff, assigning, and tracking tasks of their respective location.	sn_bus_loc.ibl_viewer sn_bus_loc.ebl_viewer
Relationship agent [sn_customerservice.relationship_agent]	This role restricts an agent's access to only those cases for the accounts, contacts, consumers, and households that they have a relationship with. This role includes the following relationships that are provided with the Service Model Foundation plugins: Account Manager: Creates a relationship between an internal user and an account. Relationship Manager: Creates a relationship between an internal user and a consumer or a household.	agent_workspace_user snc_internal sn_shn.editor email_composer sn_fsm_servicedesk_agent sn_customerservice.csm_workspace_user sn_templated_snip.template_snippet_reader
Service Management agent [sn_esm_location_agent]	A service management agent role for a business location	sn_lookup_verify_user assignment_workbench knowledge agent_workspace_user chat_admin cmdb_read agent_schedule_user interaction_agent sn_templated_snip.template_snippet_reader sn_shn.editor template_editor email_composer template_editor_global