Customer Service Portal:
Contact Administration
Lab
13
610-15m
LAB OBJECTIVES
Jenna Barnes is responsible for managing all the contacts for Shark Hotels. Hotel operations
manager Mary Nguyen requires additional access to manage cases for Shark Hotels and all its
locations. Given the frequency of these updates, NGM decided to give customers the ability to
manage their contacts and permissions themselves.
In this lab exercise, you will learn about the capabilities of a customer administrator on the
Customer Service Portal, which roles can be granted to contacts, and the purpose of the
customer case manager role.
Lab Dependency: This lab is dependent on the completion of labs 01.01 and 03.02.
Outcomes:
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•
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Create a new Customer Administrator Group
Set assignable external Roles for Contacts
Create a new Contact as Customer Administrator
Assign a Role to a Contact as Customer Administrator
A. Create a new Customer Administrator Group
As Jenna Barnes is responsible for managing all the contacts for Shark Hotels, she must be
assigned the customer administrator role.
Instead of assigning the role to her directly, it is a good practice to create a group to manage
the customer administrator permissions of Shark Hotels.
1. As System Administrator, navigate to User Administration > Groups.
2. In the Groups list, click New.
3. Complete the Group form as follows:
o
o
Name: Shark Hotels - Customer Administrators
Description: Designated customer administrators for the Shark Hotels account
4. Click Save.
5. Scroll down to the Roles related list and click Edit…
6. In the Collection list, search for sn_customerservice.customer_admin and add it to
the Roles list.
7. Click Save.
8. A message is displayed confirming the role has been assigned to the group. Click X to
close the messages.
9. Scroll down to the Group Members related list.
10. Click Edit…
11. Modify the Condition filter to Company | is | Shark Hotels and click Run filter.
Note: The “Company” field is selected because no “Account” field exists on the User table.
However, as the Account table extends from the Company table, a reference to the Shark Hotels
account can be made.
12. Move Jenna Barnes from the Collection list to the Group Members list.
13. Click Save.
14. Messages are displayed confirming the customer administrator role and the roles it
contains, which have been assigned to Jenna Barnes. Click X to close the messages.
B.
Set assignable external Roles for Contacts
As the customer administrator, Jenna Barnes will manage the assignment of roles via the
Customer Service Portal. Which roles may be granted to contacts by a customer administrator
is configured by a system administrator.
You will make the customer case manager role available for assignment.
1. Select the Customer Service scope from the Application Scope Picker if it is not
already set.
Note: We select the Customer Service scope as the process record we must configure supports
the CSM Application functionality.
2. Customer Service > Administration > Properties
3. On the Customer Service Properties page, search for the External roles that can be
assigned to contacts via Customer portal property:
4. Add sn_customerservice.customer_case_manager, at the beginning of the textbox.
Make sure the comma behind the role name is included.
5. Click Save.
LAB VERIFICATION
Jenna Barnes wants to create a new contact on behalf of Shark Hotels - San Antonio for a new
colleague of hers, Declan Walker, who recently joined the company. Declan must be able to
report issues and consult product information himself in the future.
1. Impersonate Jenna Barnes. Ignore any permission messages that may appear on the
landing page.
Note: The security message appears because Jenna Barnes is a contact and therefore was
assigned with the snc_external role in the background. She must use the Customer Service
Portal as any internal and confidential information spread across the various applications on
the platform is protected and not accessible via the platform user interface.
2. Visit the Customer Service Portal as Jenna Barnes by changing the lab instance URL
as follows:
https://<<yourinstancename>>-###.lab.service-now.com/csm
3. Navigate to Requests > Request Something in the Customer Service Portal header
menu.
4. Select the Services category and afterward click Create Contact.
Note: Only customer and partner administrators can create new contacts in the Customer
Service Portal.
5. Complete the Create Contact form as follows:
o
o
o
o
o
o
First name: Declan
Last name: Walker
Title: Hotel Operations Manager
Language: English
Account: Shark Hotels - San Antonio
Email: declan.walker@sharkhotels.com
6. Click Submit.
7. Messages are displayed confirming the customer role and the roles it contains,
which have been assigned to Declan Walker. Click X to close the messages.
Note: You may ignore the null reference as it implies Declan has not been assigned with a user
ID yet. Though, attention must be paid as it is the responsibility of the system administrator or
customer administrator to guarantee a User ID will be assigned upon the creation of a contact.
Shark Hotels’ HR department informed Jenna that Mary earned herself a promotion as Hotel
Facilities Executive and requires access to manage cases for Shark Hotels and all its locations,
represented by child accounts. To enable Mary to manage cases, Jenna assigns her the
customer case manager role.
8. Navigate to Support > Contacts in the Customer Service Portal header menu.
9. Search for and open Mary Nguyen’s contact record by clicking on her name in the
list.
10. Scroll down and click Edit Roles in the Actions section at the bottom of the screen.
11. Drag and drop the sn_customerservice.customer_case_manager role from the
Available list to the Selected list.
12. Click Update.
13. Update the Contact form as follows:
o
Title: Hotel Facilities Executive
14. Click Save.
15. Change the lab instance URL as follows and hit Enter to return to the platform user
interface:
https://<<yourinstancename>>-###.lab.service-now.com/
16. Log out.
17. Log in to your instance as System Administrator.
Note: Due to caching for Service Portals in the platform's background, you may need to logout
and login again to clear the cache.
Take this action whenever you feel you have applied the correct configurations or test steps, but
the displayed result is incorrect.
18. Impersonate Mary Nguyen. Ignore any permission messages that may appear on the
landing page.
19. Visit the Customer Service Portal as Mary Nguyen by changing the lab instance URL
as follows:
https://<<yourinstancename>>-###.lab.service-now.com/csm
20. Navigate to Case > Create Product Case in the Customer Service Portal header
menu.
21. Open the Account list. As a customer case manager, Mary can now create cases on
behalf of Shark Hotels and its child accounts.
22. Select Shark Hotels - Texas.
23. Verify that Mary can select the contact Anita Harris related to Shark Hotels Texas.
24. Change the lab instance URL as follows and hit Enter to return to the platform user
interface:
https://<<yourinstancename>>-###.lab.service-now.com/
25. When asked by the browser whether you want to leave the site, click Leave.
26. Log out.
27. Log in to your instance as System Administrator.
Congratulations, you have completed the Customer Service Portal: Contact
Administration Lab!