Customer Project Management personas, roles, and tables
An overview of the tasks that can be performed by the different Customer Project Management roles.
Personas and roles
The following table lists the personas, their description, and the roles included with them.
|
Persona |
Description |
Required roles |
|---|---|---|
|
Customer project manager |
A user who creates and manages projects for customer accounts. - Creates projects.
|
|
|
Location Project Member [sn_bus_loc.location_project_stakeholder] |
Views project details and project tasks of their respective business location. Marks project task as complete.Assigns business organization project tasks to other location staff, project stakeholders, and assignment group. |
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 project task as complete.Assigns business organization project tasks to other location staff, project stakeholders, and assignment group. |
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.
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.
|
|
|
Project stakeholder |
A user who is responsible for activities that require viewing customer project details and project tasks. |
|
|
Customer service agent |
A user who can create cases from projects and project tasks and resolve cases within the set SLA.- work on cases created from projects and project tasks.
|
|
|
Customer |
An external user who is responsible for overseeing the project delivery. - Review project status and progress on the Customer Service Portal.
|
Any of the following CSM external roles:- sn_customerservice.customer
|
Tables are added with activation of the Customer Project Management plugin.
|
Table |
Description |
|---|---|
|
Customer Project[customer_project] |
Stores customer projects. |
|
Customer Project Task[customer_project_task] |
Stores customer project tasks |
|
Project Contact[project_contact] |
Stores project contacts. |
- Customer Project
- Customer Project Task
- Issue
- Project Change Request
--- title: Customer Project Management personas, roles, and tables description: An overview of the tasks that can be performed by the different Customer Project Management roles. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/csm-ppm-integration-roles-tasks.html release: australia topic_type: reference last_updated: "2026-09-10" reading_time_minutes: 2 breadcrumb: [Integrating with Customer Project Management, Integrate, Customer Service Management] --- # Customer Project Management personas, roles, and tables An overview of the tasks that can be performed by the different Customer Project Management roles. ## Personas and roles The following table lists the personas, their description, and the roles included with them. <table id="table_isk_pj5_fkb"><thead><tr><th> Persona </th><th> Description </th><th> Required roles </th></tr></thead><tbody><tr><td> Customer project manager </td><td> A user who creates and manages projects for customer accounts. - Creates projects. - Set up project tasks and resource plans. - Identifies customer contacts who have access to projects and project tasks. - Assigns and manages tasks and dependencies. </td><td> - it\_project\_manager - sn\_customerservice.projectmanager </td></tr><tr><td> Location Project Member \[sn\_bus\_loc.location\_project\_stakeholder\] </td><td> Views project details and project tasks of their respective business location. Marks project task as complete.Assigns business organization project tasks to other location staff, project stakeholders, and assignment group. </td><td> None </td></tr><tr><td> Location Project Manager Contributor \[sn\_bus\_loc.location\_manager\_project\_stakeholder\] </td><td> Views project details and project tasks of their respective business location and child business locations. Marks project task as complete.Assigns business organization project tasks to other location staff, project stakeholders, and assignment group. </td><td> None </td></tr><tr><td> Service Organization Project Manager\[sn\_service\_org.project\_manager\] </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> Project stakeholder </td><td> A user who is responsible for activities that require viewing customer project details and project tasks. </td><td> - sn\_customerservice.projectstakeholder - Minimum one CSM role </td></tr><tr><td> Customer service agent </td><td> A user who can create cases from projects and project tasks and resolve cases within the set SLA.- work on cases created from projects and project tasks. - Communicates with the customer on case status. </td><td> - sn\_customerservice\_agent - sn\_customerservice.projectstakeholder </td></tr><tr><td> Customer </td><td> An external user who is responsible for overseeing the project delivery. - Review project status and progress on the Customer Service Portal. - Completes assigned tasks. - Creates cases for project issues. </td><td> Any of the following CSM external roles:- sn\_customerservice.customer - sn\_customerservice.customer\_admin - sn\_customerservice.partner - sn\_customerservice.partner\_admin </td></tr></tbody> </table>## Tables Tables are added with activation of the Customer Project Management plugin. <table id="table_udf_cmc_kt"><thead><tr><th> Table </th><th> Description </th></tr></thead><tbody><tr><td> Customer Project\[customer\_project\] </td><td> Stores customer projects. </td></tr><tr><td> Customer Project Task\[customer\_project\_task\] </td><td> Stores customer project tasks </td></tr><tr><td> Project Contact\[project\_contact\] </td><td> Stores project contacts. </td></tr></tbody> </table>The following columns are added to the Case table: - Customer Project - Customer Project Task - Issue - Project Change Request
| title | Customer Project Management personas, roles, and tables |
| description | An overview of the tasks that can be performed by the different Customer Project Management roles. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/customer-service-management/csm-ppm-integration-roles-tasks.html |
| release | australia |
| topic_type | reference |
| last_updated | 2026-09-10 |
| reading_time_minutes | 2 |
| breadcrumb | Integrating with Customer Project ManagementIntegrateCustomer Service Management |