Assign roles
Assign roles to internal and external users to facilitate proper access to service organizations, business organizations (formerly business locations), and households. By assigning required roles, you can enable each user to have the necessary permissions to perform their tasks effectively.
Before you begin
Role required: admin
About this task
The Service Model Foundation plugins add the following roles to Customer Service Management.
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.
|
Role |
Description |
Contains roles |
|---|---|---|
|
Location manager contributor[sn_customerservice.svc_location_manager_contributor] |
A location manager contributor is employed at the business organization and manages a business location in the location hierarchy along with all its child business organizations. A location manager contributor performs the following tasks:
|
Note: The Location manager contributor reflects the role's containment after the Remove Legacy Roles from Loc Mgr Contrib job has been run. For upgrade customers who haven't run this job yet, this role still contains sn_customerservice.account_contributor and sn_customerservice.consumer_contributor instead. For more information, see Enable restricted customer access for Business Organizations. |
|
Location relationship manager[sn_bus_loc.location_relationship_manager] Note: This role only applies to the external business locations. |
A location relationship manager is employed by the parent business and acts as a point of contact for one or more external organizations. A location relationship manager performs the following tasks:
|
sn_customerservice.svc_location_manager_contributor |
|
Location agent[sn_customerservice.svc_location_agent] Note: This role only applies to the internal organization. |
A location agent performs the following tasks:
|
|
|
Location consumer agent[sn_customerservice.svc_location_consumer_agent] Note: This role only applies to the internal organization. |
A location consumer agent performs the following tasks:
|
|
|
Location manager[sn_customerservice.svc_location_manager] Note: This role only applies to the internal organization. |
A location manager performs the following tasks:
|
|
|
Relationship agent[sn_customerservice.relationship_agent] |
Manage cases for the accounts, contacts, consumers, and households that the agent has relationships with. It includes the following relationships that are provided with the Service Model Foundation plugins:
|
|
|
Service Management location agent[sn_esm_location_agent] |
A service management location agent is an agent for a business organization. |
|
|
Location support agent[sn_bus_loc.svc_location_support_agent] |
A location support agent is a organization member (formerly service organization member) who acts as a fulfiller and can perform the following tasks:- View all CSM entities.
Note: The role of location support agent isn’t supported for external organizations since case fulfillment isn't enabled for these locations. |
|
For the complete, current list of Service Model Foundation roles, see Service Model Foundation roles.
Procedure
-
You can assign roles to users using the Service Model Foundation guided setup.
-
You can also assign roles to users using the ServiceNow AI Platform user administration feature: Assign a role to a user.
---
title: Assign roles
description: Assign roles to internal and external users to facilitate proper access to service organizations, business organizations \(formerly business locations\), and households. By assigning required roles, you can enable each user to have the necessary permissions to perform their tasks effectively.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/configure-data-model-roles.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 4
breadcrumb: [Configure Service Model Foundation, Data models, Set up your environment, Configure, Customer Service Management]
---
# Assign roles
Assign roles to internal and external users to facilitate proper access to service organizations, business organizations \(formerly business locations\), and households. By assigning required roles, you can enable each user to have the necessary permissions to perform their tasks effectively.
## Before you begin
Role required: admin
## About this task
The Service Model Foundation plugins add the following roles to Customer Service Management.
**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).
<table id="table_tls_5tk_2mb"><thead><tr><th>
Role
</th><th>
Description
</th><th>
Contains roles
</th></tr></thead><tbody><tr><td>
Location manager contributor\[sn\_customerservice.svc\_location\_manager\_contributor\]
</td><td>
A location manager contributor is employed at the business organization and manages a business location in the location hierarchy along with all its child business organizations.
A location manager contributor performs the following tasks:
- Manage service organization.
- Manages staff at the business organizations.
- Track products and services at the business locations.
- Report cases for any account, household, or consumer created at the parent or any child business organizations.
</td><td>
- sn\_customerservice.svc\_location\_manager\_core
- sn\_customerservice.service\_organization\_contributor
- sn\_bus\_loc.business\_org\_account\_contributor
- sn\_bus\_loc.business\_org\_consumer\_contributor
**Note:** The Location manager contributor reflects the role's containment after the **Remove Legacy Roles from Loc Mgr Contrib** job has been run. For upgrade customers who haven't run this job yet, this role still contains sn\_customerservice.account\_contributor and sn\_customerservice.consumer\_contributor instead. For more information, see [Enable restricted customer access for Business Organizations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/remove-legacy-contributor-roles-from-loc-mgr-contrib.md).
</td></tr><tr><td>
Location relationship manager\[sn\_bus\_loc.location\_relationship\_manager\]
**Note:** This role only applies to the external business locations.
</td><td>
A location relationship manager is employed by the parent business and acts as a point of contact for one or more external organizations.
A location relationship manager performs the following tasks:
- Manage and monitor all activities related to products and services at an external business location.
- Monitor the performance of external business locations.
- Respond to queries on case status from external organization stakeholders.
</td><td>
sn\_customerservice.svc\_location\_manager\_contributor
</td></tr><tr><td>
Location agent\[sn\_customerservice.svc\_location\_agent\]
**Note:** This role only applies to the internal organization.
</td><td>
A location agent performs the following tasks:
- View all customer service management \(CSM\) 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.
</td><td>
- sn\_fsm\_servicedesk\_agent
- sn\_esm\_location\_agent
</td></tr><tr><td>
Location consumer agent\[sn\_customerservice.svc\_location\_consumer\_agent\]
**Note:** This role only applies to the internal organization.
</td><td>
A location consumer agent performs the following tasks:
- 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 service organization or any child service organization.
- Assign related staff to any account, household, or consumer.
</td><td>
- sn\_fsm\_servicedesk\_agent
- sn\_esm\_location\_agent
</td></tr><tr><td>
Location manager\[sn\_customerservice.svc\_location\_manager\]
**Note:** This role only applies to the internal organization.
</td><td>
A location manager performs the following tasks:
- View all CSM entities for a related account, household, consumer, or service organization.
- Create, update, and close cases for any related account, household, consumer, or service organization created at the consumer’s location.
</td><td>
- sn\_fsm\_servicedesk\_agent
- sn\_customerservice.svc\_location\_agent
- email\_client\_quick\_message\_author
- sn\_templated\_snip.template\_snippet\_writer
- sn\_customerservice.svc\_location\_manager\_core
- sn\_shn.admin
- approver\_user
- sn\_customerservice.svc\_location\_consumer\_agent
</td></tr><tr><td>
Relationship agent\[sn\_customerservice.relationship\_agent\]
</td><td>
Manage cases for the accounts, contacts, consumers, and households that the agent has relationships with. It 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
- sn\_fsm\_servicedesk\_agent
- snc\_internal
- sn\_templated\_snip.template\_snippet\_reader
- sn\_customerservice.csm\_workspace\_user
- sn\_shn.editor
- email\_composer
</td></tr><tr><td>
Service Management location agent\[sn\_esm\_location\_agent\]
</td><td>
A service management location agent is an agent for a business organization.
</td><td>
- sn\_lookup\_verify\_user
- assignment\_workbench
- knowledge
- agent\_workspace\_user
- actsub\_user
- template\_editor
- chat\_admin
- cmdb\_read
- agent\_schedule\_user
- interaction\_agent
- sn\_templated\_snip.template\_snippet\_reader
- sn\_customerservice.csm\_workspace\_user
- sn\_shn.editor
- email\_composer
- template\_editor\_global
</td></tr><tr><td id="entry-lsa-role">
Location support agent\[sn\_bus\_loc.svc\_location\_support\_agent\]
</td><td>
A location support agent is a organization member \(formerly service organization member\) who acts as a fulfiller and can perform the following tasks:- View all CSM entities.
- Create and resolve cases.
- Access the CRM Workspace.
- Use business location 360 to view details of internal and external organizations \(formerly internal and external business locations\) that they support, sold products, location members, install base items, and available services.
- View customer contract records \(Business Organization as a customer\) and their associated entitlements, and edit entitlement usage when either of the following is true:
- The channel partner is one of their organizations, and a buyer organization is specified.
- The buyer organization is one of the organizations that they manage.
**Note:** The role of location support agent isn’t supported for external organizations since case fulfillment isn't enabled for these locations.
</td><td>
- sn\_esm\_location\_agent
- sn\_csm\_case\_types.service\_definition\_viewer
- sn\_pss\_core.service\_contract\_viewer
</td></tr></tbody>
</table>**Note:** If contributor users, like relationship contributors, account contributors, or consumer contributors associated with business organizations, have a location contributor \(sn\_customerservice.service\_organization\_contributor\) role, they can access the business organizations.
For the complete, current list of Service Model Foundation roles, see [Service Model Foundation roles](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-data-model-roles.md).
## Procedure
- You can assign roles to users using the Service Model Foundation guided setup.
- You can also assign roles to users using the ServiceNow AI Platform user administration feature: [Assign a role to a user](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/t_AssignARoleToAUser.md).
| title | Assign roles |
| description | Assign roles to internal and external users to facilitate proper access to service organizations, business organizations \(formerly business locations\), and households. By assigning required roles, you can enable each user to have the necessary permissions to perform their tasks effectively. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/customer-service-management/configure-data-model-roles.html |
| release | australia |
| topic_type | task |
| last_updated | 2026-09-10 |
| reading_time_minutes | 4 |
| breadcrumb | Configure Service Model FoundationData modelsSet up your environmentConfigureCustomer Service Management |