What is the code for the Customer Case Manager role?

• A. sn_customerservice.customer
• B. sn_customerservice.customer_case_manager
• C. sn_customerservice.partner
• D. sn_customerservice.consumer

Answer: (B)

In ServiceNow CSM, the codes you use to grant access are the role names, and they sit under the sn_customerservice namespace. The role that gives a user the ability to manage customer cases—assign, reassign, escalate, and oversee case details—is exactly sn_customerservice.customer_case_manager. That specific code signals the permissions needed for case management within Customer Service Management, which is why it’s the correct choice. The other codes map to different user personas: a general customer, a partner-facing user, or a consumer-facing user, none of which provide the case-management capabilities. So using sn_customerservice.customer_case_manager correctly identifies the role for a Customer Case Manager.