Supported and unsupported roles and features
Explore the capabilities and limitations of the unified consumer role (sn_customerservice.unified_consumer) to understand the roles and features it supports. This analysis helps you can enhance the user experience and streamline administration, supporting a unified identity across different user contexts.
| Supported or unsupported | Persona and role \[Role Name\] | Internal role\(s\) | External role\(s\) | Description |
|---|---|---|---|---|
| Supported | Administrator | Admin \[admin\] | Administrators who can set up unified consumer users. | |
| Internal unified consumer | Internal employee [snc_internal]Note: Can have other internal roles across non-CSM applications. | Unified consumer [sn_customerservice.unified_consumer] Note: The unified consumer role doesn't contain snc_external roles. | An employee \(internal user\) who is also a consumer \(external\). | |
| External unified consumer | - Unified Consumer \[sn\_customerservice.unified\_consumer\] - External users \[snc\_external\] | A user who is similar to a consumer \[sn\_customerservice.consumer\], but has the unified consumer role. | ||
| Unsupported | Customer Service Management \(CSM\) fulfiller as a consumer | - Customer service manager \[sn\_customerservice\_manager\] - Relationship agent \[sn\_customerservice.relationship\_agent\] - Case task agent \[sn\_customerservice.case\_task\_agent\] - Account customer agent \[sn\_acct\_consumer.agent\] - Location consumer agent \[sn\_customerservice.svc\_location\_consumer\_agent\] - Location agent \[sn\_customerservice.svc\_location\_agent\] - Location manager \[sn\_customerservice.svc\_location\_manager\] - Location relationship manager \[sn\_bus\_loc.location\_relationship\_manager\] - Customer service agent \[sn\_customerservice\_agent\] - Consumer service agent \[sn\_customerservice.consumer\_agent\] | Unified Consumer \[sn\_customerservice.unified\_consumer\] | A customer service agent who is also a consumer. |
| CSM contributor as a consumer | - Account contributor \[sn\_customerservice.account\_contributor\] - Consumer contributor \[sn\_customerservice.consumer\_contributor\] - Relationship contributor \[sn\_customerservice.relationship\_contributor\] - Self-contributor \[sn\_customerservice.self\_contributor\] - Service organization contributor \[sn\_customerservice.service\_organization\_contributor\] - Location manager contributor \[sn\_customerservice.svc\_location\_manager\_contributor\] | Unified Consumer \[sn\_customerservice.unified\_consumer\] | An employee \(internal contributor\) who can create cases on behalf of themselves and others, but is also a consumer. | |
| Employee as an account-consumer \(B2B2C\) | Internal employee \[snc\_internal\] | Account consumer \[sn\_acct\_consumer.consumer\] | An employee who is also a consumer for a business-customer \(B2B2C\). |
| Features |
|---|
| - Case Management - Case Tasks - Install Base Management - Inbound/Outbound Email Notifications - Targeted Communications - Service Catalog Product Case - Consumer Profile and Consumer Profile Locations - Household - Case Application Programming Interface \(APIs\) - Asset \(IT Asset Management\) - Contracts and Entitlements - Contracts on Sold Product or Install Base Items - Virtual Agent or Agent Chat - Live Agent Chat - Look up and Verify - Case Digest - Case Escalations - Case Types - Case Playbooks for Complaint - Case Playbooks for Onboarding - Order Management - Omnichannel Callback - Engagement Messenger - ServiceNow Voice for CSM - Business Location - Walk-up Experience for Customer Service Management - Knowledge Management - Communities - CSM Integrations - Customer Service Management and Field Service Management Integration - Customer Service Management and Request Management Integration - Customer Service Management and Asset Management Integration - Field Service Management - Work Orders and Work Order Tasks - Appointment Booking - Conversational Appointment Booking |
Related topics
Configuring a user as a Unified Consumer