Customer Service Portal user roles

Several different roles allow customers to create and edit cases and manage users from the customer portal.

User role	What this user can do on the Customer Service Portal
Customer[sn_customerservice.customer]	Create a case for this user's account. View a list of cases created by this user. Edit cases created by this user. View a list of assets belonging to this user's account. Search for information.
Customer case manager [sn_customerservice.customer_case_manager]	Create a case for this user's account and for child accounts. View a list of cases created by this user and view cases for child accounts. Edit cases created by this user and edit cases for child accounts. View a list of assets belonging to this user's account and to child accounts. Search for information. Create a case on behalf of another contact in this account. View a list of cases belonging to this account. Edit cases belonging to the account. Note: The customer case manager role is not automatically added to the sn_customerservice.contact_role_assignment system property. To expose this role to customer and partner administrators, navigate to Customer Service > Administration > Properties and add it to this property.
Customer administrator [sn_customerservice.customer_admin]	Create a case for this user's account. Create a case on behalf of another contact for this account. View a list of cases belonging to this account. Edit cases belonging to this account. View a list of assets belong to this user's account. Search for information. Manage users for this account.
Partner[sn_customerservice.partner]	Create a case for this user's account. Create a case on behalf of customer accounts. View a list of cases belonging to this user. Edit cases belonging to this user. View a list of assets belong to this user's account. Search for information.
Partner administrator [sn_customerservice.partner_admin]	Create a case for this user's account. Create a case on behalf of customer accounts. View a list of cases belonging to this account and to customer accounts. View a list of assets belong to this account and to customer accounts. Edit cases belonging to this account and to customer accounts. Manage users for this account and for customer accounts.

title	Customer Service Portal user roles
description	Several different roles allow customers to create and edit cases and manage users from the customer portal.
locale	en-US
canonical_url	https://www.servicenow.com/docs/r/australia/customer-service-management/r\_CustomerServicePortalUserRoles.html
release	australia
topic_type	reference
last_updated	2026-09-10
reading_time_minutes	2
breadcrumb	Portal referenceReferenceCustomer Service Management