Differences Between Users and Customers

Users and customers perform different functions in CSM and, therefore, require different security.

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 CSM 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 in 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).
Licensing	Users consume a license when logging in to CSM (Desktop Client or Browser Client).	A customer logging in to CSM through the CSM 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 CSM 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	Assigned to a User Security Group.	Assigned to a Customer Security Group.
Team	Member of a Team.	Member of a Customer Workgroup.
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 Browser Client through a browser.	Accesses the CSM Portal through a browser.