CSM Contributor User
With the CSM Contributor User plugin, you can enable contributors to report and collaborate on cases created for customers, service organizations, or themselves.
Install Trend
View Install Data
| Date | Install Count | Change |
|---|---|---|
| 2026-09-09 | 0 | - |
About
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.
Key Features
- **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.