Outsourced Service Provider agent tasks
Outsourced service provider agents (OSPs) extend the capabilities and reach of an organization’s customer service operations by providing basic customer service to customers and consumers.
Some key functions that outsourced service provider agents can perform include the following.
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Task |
Description |
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An OSP agent can create a work order so that it can be assigned to a Field Service agent. | |
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An OSP agent can escalate a case when unable to resolve or fulfill a case for various reasons such as technical limitations, knowledge gaps, or access restrictions. | |
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An OSP agent can view the assets owned by an account or consumer which helps in creating or fulfilling a case. | |
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As an OSP agent, you can view contracts owned by accounts or consumers in order to create or fulfill a case. | |
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As an OSP agent, you can view the customer or consumer data to fulfill cases. | |
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An OSP agent creates a case task after a case has been assigned. As an agent, you can work on the case adding work notes and additional comments. | |
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Assign a case to yourself or another Outsourced Service Provider (OSP) agent within the organization to start working on the case or to fulfill the case. | |
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As an agent, you can create an appointment for the requester of a case. | |
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The OSP agent or manager, if unable to resolve a case, transfers the case manually to an enterprise's internal agent. | |
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As an OSP manager or agent, you can view all application modules with the list of cases for customers, consumers, and products served by your organization. | |
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As an OSP agent, you can view the list of emails related to a case that is assigned to you. You can respond to a case by creating a new email and sending it to the stakeholders of a case. | |
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When an OSP agent has a knowledge gap which impacts the ability to resolve a case, the agent can report the knowledge gap. | |
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As an OSP agent, you can propose a major case from the existing customer service case assigned to you. | |
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Users with OSP agent role can propose a solution to a case and close the assigned cases. | |
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Users with OSP agent role can search for related information to fulfill a case. The search results returned are the list of entities that the agent is entitled to as per the data governance. | |
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As an OSP manager or agent, you must view entitlements for an account or consumer to create or fulfill cases. |
--- title: Outsourced Service Provider agent tasks description: Outsourced service provider agents \(OSPs\) extend the capabilities and reach of an organization’s customer service operations by providing basic customer service to customers and consumers. locale: en-US canonical_url: https://www.servicenow.com/docs/r/customer-service-management/osp-agent-tasks.html release: brazil topic_type: concept last_updated: "2026-09-10" reading_time_minutes: 4 breadcrumb: [Manage cases, Use, Customer Service Management] --- # Outsourced Service Provider agent tasks Outsourced service provider agents \(OSPs\) extend the capabilities and reach of an organization’s customer service operations by providing basic customer service to customers and consumers. Some key functions that outsourced service provider agents can perform include the following. <table id="table_ajb_srt_kdc"><thead><tr><th> Task </th><th> Description </th></tr></thead><tbody><tr><td> [Create work order](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/osp-create-work-order.md) </td><td> An OSP agent can create a work order so that it can be assigned to a Field Service agent. </td></tr><tr><td> [Escalate a case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/osp-escalate-case.md) </td><td> An OSP agent can escalate a case when unable to resolve or fulfill a case for various reasons such as technical limitations, knowledge gaps, or access restrictions. </td></tr><tr><td> [View account or consumer assets](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/osp-view-asset-acct-consumer.md) </td><td> An OSP agent can view the assets owned by an account or consumer which helps in creating or fulfilling a case. </td></tr><tr><td> [View account contracts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/osp-view-contracts.md) </td><td> As an OSP agent, you can view contracts owned by accounts or consumers in order to create or fulfill a case. </td></tr><tr><td> [View customer or consumer data](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/osp-view-cust-data.md) </td><td> As an OSP agent, you can view the customer or consumer data to fulfill cases. </td></tr><tr><td> [Create a case task](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/osp-create-case-task.md) </td><td> An OSP agent creates a case task after a case has been assigned. As an agent, you can work on the case adding work notes and additional comments. </td></tr><tr><td> [Assign a case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/osp-assign-case.md) </td><td> Assign a case to yourself or another Outsourced Service Provider \(OSP\) agent within the organization to start working on the case or to fulfill the case. </td></tr><tr><td> [Create an appointment](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/osp-create-appt.md) </td><td> As an agent, you can create an appointment for the requester of a case. </td></tr><tr><td> [Transfer a case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/osp-transfer-case.md) </td><td> The OSP agent or manager, if unable to resolve a case, transfers the case manually to an enterprise's internal agent. </td></tr><tr><td> [View cases](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/osp-view-cases.md) </td><td> As an OSP manager or agent, you can view all application modules with the list of cases for customers, consumers, and products served by your organization. </td></tr><tr><td> [View case related emails and respond](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/osp-view-email-respond.md) </td><td> As an OSP agent, you can view the list of emails related to a case that is assigned to you. You can respond to a case by creating a new email and sending it to the stakeholders of a case. </td></tr><tr><td> [Report knowledge gap from a case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/osp-report-knowledge-gap.md) </td><td> When an OSP agent has a knowledge gap which impacts the ability to resolve a case, the agent can report the knowledge gap. </td></tr><tr><td> [Propose a major case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/osp-propose-major-case.md) </td><td> As an OSP agent, you can propose a major case from the existing customer service case assigned to you. </td></tr><tr><td> [Close a case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/osp-close-case.md) </td><td> Users with OSP agent role can propose a solution to a case and close the assigned cases. </td></tr><tr><td> [Contextual search](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/osp-contextual-search.md) </td><td> Users with OSP agent role can search for related information to fulfill a case. The search results returned are the list of entities that the agent is entitled to as per the data governance. </td></tr><tr><td> [View list of entitlements](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/osp-view-entitlements.md) </td><td> As an OSP manager or agent, you must view entitlements for an account or consumer to create or fulfill cases. </td></tr></tbody> </table>
| title | Outsourced Service Provider agent tasks |
| description | Outsourced service provider agents \(OSPs\) extend the capabilities and reach of an organization’s customer service operations by providing basic customer service to customers and consumers. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/customer-service-management/osp-agent-tasks.html |
| release | brazil |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 4 |
| breadcrumb | Manage casesUseCustomer Service Management |