0
2.1.1
Australia
Standalone Application
The CSM Contributor User application enables organizations using ServiceNow Customer Service Management (CSM) to assign contributor roles to internal and external users, allowing them to create, view, and collaborate on cases and related case tasks. It provides a flexible access model that enables middle-office users to engage in customer support activities without requiring full agent access.
- Contributor Roles — Introduces a set of roles, such as:
- Account Contributor — create cases on behalf of any customer account.
- Consumer Contributor — create cases for consumers.
- Self Contributor — create and manage cases for the current user.
- Task Collaboration — Users with contributor roles can work with case tasks relevant to their access rights, add work notes, and contribute to case resolution.
- Flexible Case Access — Contributor users support internal service personnel, external partners, or business stakeholders, enabling a broader engagement in customer support workflows.
- Integration with CSM Portals — Roles can be used with the Customer or Consumer Service Portal for portal-based case creation and collaboration.
New
- Starting with the Australia release, the CSM Contributor User family plugin (com.snc.csm_contributor_user) has been migrated to the ServiceNow Store as a standalone application. Any new enhancements to this application are delivered through the CSM Contributor User store app.
Changed
- None
Removed
- None
Required Plugins
- Customer Service Base Extension Entities (com.snc.cs_base_extension)