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**B2B user roles**
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Customer service agent\[sn\_customerservice.customer\]
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An agent who assists customers and partners with questions, issues, and problems.
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Customer administrator\[sn\_customerservice.customer\_admin\]
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An administrator role for a customer account. This user has access to all of the data within the account.
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Customer case manager\[sn\_customerservice.customer\_case\_manager\]
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A customer role for managing the cases in an account and any related child accounts.
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Partner\[sn\_customerservice.partner\]
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A partner who is serving customer accounts.
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Partner administrator\[sn\_customerservice.partner\_admin\]
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An administrator role for a partner account.
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Case task agent\[sn\_customerservice.case\_task\_agent\]
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A role that provides access to case tasks and related case information.
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Case task viewer\[sn\_customerservice.case\_task\_viewer\]
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A role that provides read-only access to all case task records.
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Customer contacts with configured contact relationships
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For more information, see [Contact Relationships](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/c_ContactRelationships.md).
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**B2C user roles**
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Consumer service agent\[sn\_customerservice.consumer\_agent\]
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An agent who assists consumers with questions, issues, and problems.
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Consumers with configured consumer relationships
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Use relationships to provide internal and external users with additional access to customer data. For more information, see [Create relationships](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/configure-data-model-relationships.md).
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Consumers who are designated as head of household
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A household is made up of a group of consumers who live at a common address and share products and services. A household can have a designated head of household and multiple current members. For more information, see [Create or update a household](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/create-consumer-household.md).
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**Contributor roles**
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Account contributor\[sn\_customerservice.account\_contributor\]
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This role enables users to create cases and case tasks for any account.
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Consumer contributor\[sn\_customerservice.consumer\_contributor\]
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This role enables users to create cases and case tasks for any consumer.
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Self contributor\[sn\_customerservice.self\_contributor\]
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This role enables users with snc\_internal role to create cases and case tasks for themselves.
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Location manager contributor\[sn\_customerservice.svc\_location\_manager\_contributor\]
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A location manager contributor is employed at the business location and manages a business location in the location hierarchy along with all its child business locations.
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Location agent\[sn\_customerservice.svc\_location\_agent\]
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- View all CSM entities.
- Create cases for any account, household, consumer, or service organization.
- Fulfill cases for any account, household, consumer, or service organization created at the agent’s location.
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Location consumer agent\[sn\_customerservice.svc\_location\_consumer\_agent\]
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- View all CSM entities.
- Create cases for any household or consumer.
- Fulfill cases for any household or consumer created at the agent's location.
- Assign related staff to any account, household, or consumer.
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Relationship contributor\[sn\_customerservice.relationship\_contributor\]
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This role enables users to create cases for customers with which they have an established relationship.
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Relationship agent\[sn\_customerservice.relationship\_agent\]
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Manage cases for the accounts, contacts, consumers, and households that the agent has relationships with. This 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.
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Location relationship manager\[sn\_bus\_loc.location\_relationship\_manager\]
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A location relationship manager is employed by the parent business and acts as a point of contact for one or more external business locations.
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Service organization contributor\[sn\_customerservice.service\_organization\_contributor\]
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This role enables users to create cases for their service organization \(business location\)
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Case Authorized Contributor\[sn\_customerservice.case\_authorized\_contributor\]
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This role provides access to add additional comments and attachments, accept or reject a solution, receive notifications on case updates, close a case, and update case tasks.
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Outsourced external agent\[sn\_csm\_ocs.ext\_agent\]
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An Outsourced Service Provider \(OSP\) role. Users with this role can fulfill the cases and case tasks belonging to the service provider organization they belong to.
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