---
title: Service Model Foundation roles
description: Roles that are included with the plugins that enable the Service Model Foundation feature.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/csm-data-model-roles.html
release: australia
topic_type: reference
last_updated: "2026-03-12"
reading_time_minutes: 5
breadcrumb: [Overview, Configure Service Model Foundation, Data models, Set up your environment, Configure, Customer Service Management]
---

# Service Model Foundation roles

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

**Important:** Some table and field labels have been changed across recent releases. For a mapping of former labels to current labels, see [Service Model Foundation renamed Entities](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/renamed-entities.md).

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

<table id="table_tsh_2rs_jlb"><thead><tr><th>

Role

</th><th>

Responsibility

</th><th>

Description

</th><th>

Contains roles

</th></tr></thead><tbody><tr><td>

Organization Hierarchy Contributor\[org\_hierarchy\_contributor\]

</td><td>

Organization Hierarchy Contributor

</td><td>

Create and track cases on behalf of their organization hierarchy.

</td><td>

sn\_customerservice.service\_organization\_contributor

</td></tr><tr><td>

Business Organization Self Contributor\[sn\_bus\_loc.business\_org\_self\_contributor\] or \[business\_org\_self\_contributor\]

</td><td>

Business Organization Self Contributor

</td><td>

Enables self-service case reporting for frontline, field, and location-based workers within business organizations. With this role, you can:

-   Create and track cases for sold products and install base items assigned to you at a business organization \(formerly business location\).
-   View your own member details and responsibility at that location, along with the assignment group mapped to it.

</td><td>

sn\_customerservice.case\_contributor\_creator

</td></tr><tr><td>

Location agent\[sn\_customerservice.svc\_location\_agent\]

</td><td>

Location agent

</td><td>

Create and fulfill cases for the accounts and contacts in the agent's business organization .

</td><td>

-   sn\_fsm\_servicedesk\_agent
-   sn\_esm\_location\_agent

</td></tr><tr><td>

Location consumer agent\[sn\_customerservice.svc\_location\_consumer\_agent\]

</td><td>

Location consumer agent

</td><td>

Create and fulfill cases for the consumers and households in the agent's business organization .

</td><td>

-   sn\_fsm\_servicedesk\_agent
-   sn\_esm\_location\_agent

</td></tr><tr><td>

Location manager\[sn\_customerservice.svc\_location\_manager\]

</td><td>

Location Manager Fulfiller

</td><td>

Create and update cases for accounts, contacts, consumers, and households that work with the business organizations within their location hierarchy.

</td><td>

-   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

</td></tr><tr><td>

Location manager contributor\[sn\_customerservice.svc\_location\_manager\_contributor\]

</td><td>

Location Manager Contributor

</td><td>

Manage service organizations and create cases for accounts, households, or consumers at the service organization or any of its child service organizations.

</td><td>

-   sn\_customerservice.service\_organization\_contributor
-   sn\_customerservice.svc\_location\_manager\_core
-   sn\_customerservice.consumer\_contributor
-   sn\_customerservice.account\_contributor

</td></tr><tr><td>

Location Project Member

 \[sn\_bus\_loc.location\_project\_stakeholder\]

</td><td>

None

</td><td>

Views project details and project tasks of their respective business organization.

 Marks customer visible project tasks as complete.

</td><td>

None

</td></tr><tr><td>

Location Project Manager Contributor

 \[sn\_bus\_loc.location\_manager\_project\_stakeholder\]

</td><td>

None

</td><td>

Views project details and project tasks of their respective business organization \(formerly business location\) and child business organizations .

 Marks customer visible project tasks as complete.

</td><td>

None

</td></tr><tr><td>

EBL Viewer\[sn\_bus\_loc.ebl\_viewer\]

</td><td>

None

</td><td>

Views all external organization \(formerly external business location\) details and location staff

</td><td>

None

</td></tr><tr><td>

IBL viewer\[sn\_bus\_loc.ibl\_viewer\]

</td><td>

None

</td><td>

Views all internal organization \(formerly internal business location\) details and location staff.

</td><td>

None

</td></tr><tr><td>

Service Organization Project Manager\[sn\_service\_org.project\_manager\]

</td><td>

None

</td><td>

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.

</td><td>

-   sn\_bus\_loc.ibl\_viewer
-   sn\_bus\_loc.ebl\_viewer

</td></tr><tr><td>

Relationship agent\[sn\_customerservice.relationship\_agent\]

</td><td>

None

</td><td>

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.

</td><td>

-   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

</td></tr><tr><td>

Service Management agent \[sn\_esm\_location\_agent\]

</td><td>

None

</td><td>

A service management agent role for a business organization \(formerly business location\)

</td><td>

-   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

</td></tr><tr><td>

Location Support agent\[sn\_bus\_loc.svc\_location\_support\_agent\]

</td><td>

Location Support Agent

</td><td>

This role resolves the cases originated from other business organizations, ensuring access to required information and other details, and facilitating efficient coordination with store personnel

**Note:** This role only applies to the internal organization \(formerly internal business location\).

</td><td>

sn\_esm\_location\_agent

</td></tr><tr><td>

Service organization contributor\[sn\_customerservice.service\_organization\_contributor\]

</td><td>

Location Contributor

</td><td>

This user:-   works with accounts and contacts, consumers, and households
-   uses the Customer or Consumer Service Portal to assist customers
-   search knowledge articles and catalog items.
-   create cases on behalf of their business organization \(formerly business location\), including cases for catalog items \(requests\), and follow up on those cases.
-   create cases from communication channels available to customers including phone, web, chat, Virtual Agent, and messaging.
-   view and follow up on other cases created for the user's business organization \(formerly business location\).

If also an internal user on a case, this user can:

-   add additional comments and attachments
-   accept or reject a solution
-   close a case
-   receive notifications of case updates
-   read work notes

</td><td>

-   sn\_customerservice.case\_contributor\_creator
-   sn\_service\_org.service\_criteria\_read
-   sn\_service\_org.customer\_criteria\_read

</td></tr></tbody>
</table>## Granular roles

<table id="table_s4c_rsm_33c"><thead><tr><th>

Role name

</th><th>

Description

</th><th>

Inherited by

</th><th>

Inherits

</th></tr></thead><tbody><tr><td>

sn\_service\_org.service\_org\_delete

</td><td>

Provides delete access to organization core, business organization, internal organization, and external organization

</td><td>

sn\_service\_org.service\_org\_admin

</td><td>

No

</td></tr><tr><td>

sn\_service\_org.service\_org\_external\_staff\_create

</td><td>

Provides create access to external organization staff \(formerly service organization external staff\)

</td><td>

sn\_service\_org.service\_org\_admin

</td><td>

No

</td></tr><tr><td>

sn\_service\_org.service\_org\_external\_staff\_read

</td><td>

Provides read access to external organization staff

</td><td>

sn\_service\_org.service\_org\_admin

</td><td>

No

</td></tr><tr><td>

sn\_service\_org.service\_org\_external\_staff\_write

</td><td>

Provides write access to external organization staff

</td><td>

sn\_service\_org.service\_org\_admin

</td><td>

No

</td></tr><tr><td>

sn\_service\_org.service\_org\_external\_staff\_delete

</td><td>

Provides delete access to external organization staff

</td><td>

sn\_service\_org.service\_org\_admin

</td><td>

No

</td></tr><tr><td>

sn\_service\_org.service\_org\_assignment\_group\_create

</td><td>

Provides create access to organization assignment groups \(formerly service organization assignment groups\)

</td><td>

sn\_service\_org.service\_org\_admin

</td><td>

No

</td></tr><tr><td>

sn\_service\_org.service\_org\_assignment\_group\_read

</td><td>

Provides read access to organization assignment groups

</td><td>

sn\_service\_org.service\_org\_admin

</td><td>

No

</td></tr><tr><td>

sn\_service\_org.service\_org\_assignment\_group\_write

</td><td>

Provides write access to organization assignment groups

</td><td>

sn\_service\_org.service\_org\_admin

</td><td>

No

</td></tr><tr><td>

sn\_service\_org.service\_org\_assignment\_group\_delete

</td><td>

Provides delete access to organization assignment groups

</td><td>

sn\_service\_org.service\_org\_admin

</td><td>

No

</td></tr><tr><td>

sn\_service\_org.service\_org\_criteria\_create

</td><td>

Provides create access to organization criteria

</td><td>

sn\_service\_org.service\_org\_admin

</td><td>

No

</td></tr><tr><td>

sn\_service\_org.service\_org\_criteria\_read

</td><td>

Provides read access to organization criteria

</td><td>

sn\_service\_org.service\_org\_admin

</td><td>

No

</td></tr><tr><td>

sn\_service\_org.service\_org\_criteria\_write

</td><td>

Provides write access to organization criteria

</td><td>

sn\_service\_org.service\_org\_admin

</td><td>

No

</td></tr><tr><td>

sn\_service\_org.service\_org\_criteria\_delete

</td><td>

Provides delete access to organization criteria

</td><td>

sn\_service\_org.service\_org\_admin

</td><td>

No

</td></tr><tr><td>

sn\_service\_org.service\_org\_customer\_criteria\_create

</td><td>

Provides create access to organization customer criteria

</td><td>

sn\_service\_org.service\_org\_admin

</td><td>

No

</td></tr><tr><td>

sn\_service\_org.service\_org\_customer\_criteria\_read

</td><td>

Provides read access to organization customer criteria

</td><td>

sn\_service\_org.service\_org\_admin

</td><td>

No

</td></tr><tr><td>

sn\_service\_org.service\_org\_customer\_criteria\_write

</td><td>

Provides write access to organization customer criteria

</td><td>

sn\_service\_org.service\_org\_admin

</td><td>

No

</td></tr><tr><td>

sn\_service\_org.service\_org\_customer\_criteria\_delete

</td><td>

Provides delete access to organization customer criteria

</td><td>

sn\_service\_org.service\_org\_admin

</td><td>

No

</td></tr><tr><td>

sn\_service\_org.service\_org\_offering\_service\_read

</td><td>

Provides all CRUD access to outsourced customer service flow

</td><td>

No

</td><td>

-   sn\_service\_org.service\_external\_staff.create
-   sn\_service\_org.service\_external\_staff.read
-   sn\_service\_org.service\_external\_staff.write
-   sn\_service\_org.service\_external\_staff.delete
-   sn\_contractor.outsourced\_service\_provider\_create
-   sn\_contractor.outsourced\_service\_provider\_read
-   sn\_contractor.outsourced\_service\_provider\_write
-   sn\_contractor.outsourced\_service\_provider\_delete
-   sn\_contractor.outsourced\_service\_provider\_criteria\_create
-   sn\_contractor.outsourced\_service\_provider\_criteria\_read
-   sn\_contractor.outsourced\_service\_provider\_criteria\_write
-   sn\_contractor.outsourced\_service\_provider\_criteria\_delete
-   sn\_csm\_ocs.sn\_csm\_ocs\_case\_transfer\_request\_create
-   sn\_csm\_ocs.sn\_csm\_ocs\_case\_transfer\_request\_read
-   sn\_csm\_ocs.sn\_csm\_ocs\_case\_transfer\_request\_write
-   sn\_csm\_ocs.sn\_csm\_ocs\_case\_transfer\_request\_delete

</td></tr><tr><td>

sn\_contractor.outsourced\_service\_provider\_create

</td><td>

Provides create access to outsourced service providers

</td><td>

sn\_csm\_ocs.csm\_ocs\_admin

</td><td>

No

</td></tr><tr><td>

sn\_contractor.outsourced\_service\_provider\_read

</td><td>

Provides read access to outsourced service providers

</td><td>

sn\_csm\_ocs.csm\_ocs\_admin

</td><td>

No

</td></tr><tr><td>

sn\_contractor.outsourced\_service\_provider\_write

</td><td>

Provides update access to outsourced service providers

</td><td>

sn\_csm\_ocs.csm\_ocs\_admin

</td><td>

No

</td></tr><tr><td>

sn\_contractor.outsourced\_service\_provider\_delete

</td><td>

Provides delete access to outsourced service providers

</td><td>

sn\_csm\_ocs.csm\_ocs\_admin

</td><td>

No

</td></tr><tr><td>

sn\_contractor.outsourced\_service\_provider\_criteria\_create

</td><td>

Provides create access to outsourcing criteria

</td><td>

sn\_csm\_ocs.csm\_ocs\_admin

</td><td>

No

</td></tr><tr><td>

sn\_contractor.outsourced\_service\_provider\_criteria\_read

</td><td>

Provides read access to outsourcing criteria

</td><td>

sn\_csm\_ocs.csm\_ocs\_admin

</td><td>

No

</td></tr><tr><td>

sn\_contractor.outsourced\_service\_provider\_criteria\_write

</td><td>

Provides update access to outsourcing criteria

</td><td>

sn\_csm\_ocs.csm\_ocs\_admin

</td><td>

No

</td></tr><tr><td>

sn\_contractor.outsourced\_service\_provider\_criteria\_delete

</td><td>

Provides delete access to outsourcing criteria

</td><td>

sn\_csm\_ocs.csm\_ocs\_admin

</td><td>

No

</td></tr><tr><td>

sn\_csm\_ocs.csm\_ocs\_case\_transfer\_request\_create

</td><td>

Provides create access to outsourced case transfer requests

</td><td>

sn\_csm\_ocs.csm\_ocs\_admin

</td><td>

No

</td></tr><tr><td>

sn\_csm\_ocs.csm\_ocs\_case\_transfer\_request\_read

</td><td>

Provides read access to outsourced case transfer requests

</td><td>

sn\_csm\_ocs.csm\_ocs\_admin

</td><td>

No

</td></tr><tr><td>

sn\_csm\_ocs.csm\_ocs\_case\_transfer\_request\_write

</td><td>

Provides write access to outsourced case transfer requests

</td><td>

sn\_csm\_ocs.csm\_ocs\_admin

</td><td>

No

</td></tr><tr><td>

sn\_csm\_ocs.csm\_ocs\_case\_transfer\_request\_delete

</td><td>

Provides delete access to outsourced case transfer requests

</td><td>

sn\_csm\_ocs.csm\_ocs\_admin

</td><td>

No

</td></tr></tbody>
</table>**Related topics**  


[Service Model Foundation Granular admin roles](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/granular-admin-roles.md)