Roles in
Customer Service 
Use
A role is a collection of business-relevant activites, which a user can perform in the business processes of a company. A distinction is made between singles roles and collective roles.
Collective roles reflect the areas of business activity and responsibility in Customer Service.
With mySAP.com, Build 6, the following collective roles are available for Customer Service:
- Contact center agent
- Contact center manager
- Knowledge engineer
- Resource planner for service center
- Contract administrator
- Customer Service manager
- Field service engineer
The mySAP.com workplace offers the user a role-based portal for completing their tasks using a web browser.
Single roles in Customer Service generally form a pool of business functions for the collective roles. The activities, which can be executed by a person in a collective role, are therefore defined in the single roles.
You access the functions contained in the single roles with user menus.
An authorization profile is defined in the single role. The names of the single roles in Customer Service all begin with "SAP_CS". For example, the single role SAP_CS_SE_PROCESS_NOTIF_ORDERS contains the function for processing service notifications and service orders. These and other single roles are assigned to the collective role "Field Service Engineer".
Different single roles from other components (for example, from Human Resources and Materials Management) have also been assigned to the collective roles for Customer Service.
You can copy and/or change the single and collective roles delivered by SAP and adapt them to your specific requirements.
Effects on System Administration
The transaction PFCG is available for maintaining roles.
See also
Key figures and other information relevant for roles are displayed in the workplace using mini-apps. Mini-apps are also assigned to roles.
For more information about roles at SAP, see Roles at SAP.