Differences Between Users and Customers
A User is a service desk professional who logs in and uses CSM to manage service desk data (example: A technician, manager, designer, system administrator, etc.). A User is assigned to only one Security Group (so they can access specific functionality and data), can log in using one or more Roles (so they can have a personal viewing environment), and can belong to one or more Teams (so they can share CSM items, such as Dashboards).
A Customer is an End-User, either an internal employee or an external individual, who relies on CSM to initiate/fulfill a Service or Product (example: A person reporting a lost password or requesting a new phone). If configured, a Customer can access CSM data and perform self-service activities using the Portal. A Customer is assigned to one, and only one, Security Group (so they can access specific functionality and data) can log in using their default Role (so they can have a personal Customer View) and can belong to one or more Workgroups (so they can share CSM items, such as Dashboards).
Often, a User functions as both a User and a Customer in CSM. For example, a Service Desk Technician performs User functions but is a Customer of the HR Department. If the User is also a Customer, they must have a Customer Profile, as well as a User profile.
Users and Customers operate very differently in CSM. Below are some of the differences:
| Difference | User | Customer |
| Profile information (personal information, security information, credentials, etc.) | Information is stored in the User Profile (CSM Administrator>Security>Edit users). Personal user information is a subset of the User Profile, is configurable, and is stored in the User Info Business Object (called User Info in the Starter database). | Customer information is stored in the Customer Record.The Customer Record is configurable and is stored in the Customer Business Object (called Customer - Internal in the Starter database). |
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Licensing For more information about licensing, see License Consumption. |
Users consume a license when logging in to CSM (Desktop Client or Browser Client). |
A Customer logging in to CSM through the Portal to access her own records (she is the Customer owner) typically does NOT consume one of the concurrent licenses. A Customer logging in to CSM through the Portal to access someone else's records (she is NOT the Customer owner but has been granted access rights), DOES consume a license. |
|
Security group For more information about security groups, see User and Customer Security Groups. |
Assigned to a User Security Group. | Assigned to a Customer Security Group. |
|
Team For more information about Teams, see Teams and Workgroups. |
Member of a Team. | Member of a Customer Workgroup. |
|
Ownership For more information about ownership, see Record Ownership. |
A record usually has a User owner. Record access rights can be extended to the User's manager and department. | A record might have a Customer owner. Access rights can be extended to the Customer's manager and department. |
| Web Applications |
Accesses the CSM Browser Client through a browser. For more information about the Browser Client, see Browser Client. |
Accesses the CSM Portal through a browser. For more information about the Portal, see Portal Client. |