Services Hub vNext Preview roles and permissions

User roles and permissions in Services Hub vNext Preview are set by your organization's Customer Support Manager (CSM) or Administrators during the onboarding process.

System-assigned users

Some Services Hub vNext Preview users have system-assigned roles. These roles are based on a user's Microsoft Support contract and are auto-assigned to a user when they first sign in to the Services Hub vNext Preview.

Users who have system assigned roles can be assigned additional roles from Microsoft Entra groups through clicking on the the “Users” blade.

You can find current system-assigned users on the Users page.

The following table lists the system-assigned roles available in Services Hub vNext Preview, along with each role's pre-defined permissions.

Role	Definition	Permissions
Customer Success Account Manager (CSAM)	A Microsoft role. Accountable for all support services provided.	View Customer Activity Access to Assessments Access to Learning View Support Insights View Case Visibility Dashboard
Customer Support Manager (CSM)	A customer role. Owns an organization's MCA agreement.	View Customer Activity Manage Space Properties Manage Microsoft Entra Groups Manage Case Visibility Dashboard
Incident Manager (IM)	A Microsoft role. Drives timely resolution for support cases and is responsible for delivering high-quality support.	View Support Insights

Microsoft Entra group users

Roles for every Services Hub vNext Preview user are managed through Microsoft Entra groups. You can’t manage individual users outside of Microsoft Entra group boundaries.

The following table lists the roles available in Services Hub vNext Preview, along with each role's pre-defined permissions.

Role	Definition	Permissions
Administrator	A user with access to all capabilities on Services Hub vNext Preview and management of access control.	View Customer Activity Rename Space Manage Microsoft Entra Groups View Support Insights Manage Case Visibility Dashboard
User Access Administrator	A user with access to manage and view user roles.	Manage Microsoft Entra Groups
Assessment User	A user with access to run On-Demand Assessments and gain insights from recommendations.	Access to Assessments
Contract Manager	A user who needs to understand Customer Proof of Execution and the current status of their MCA support agreement.	View Customer Activity View Support Insights
Learning User	A user with access to upskill on Microsoft technologies via learning courses and workshops.	Access to Learning
Support User	A user with access to support insights.	View Support Insights