View 2
Role-aware capability and orchestration matrix
One shared platform. Personalized capability access. No separate role-based workspace required.
D
Default
Automatically available because it is core to the person's responsibilities.
C
Contextual
Appears when the user becomes involved in a relevant account, workflow, escalation, project, or customer moment.
R
Requestable
The user can request the capability, data access, agent, or workflow.
A
Approval required
Access or execution requires approval from a manager, data owner, workflow owner, or security policy.
X
Restricted
Not available because it falls outside the user's authority or contains protected information.
Role
Capability group
Access state
Capability set
Mode and awareness
Confidence
34 capabilities across 10 roles. Select any cell for the access rationale.
| Capability | CSM | SAM | TSM | Platform Architect | Customer Success Executive | Engagement Manager | Resource Manager | Support | Sales | Partner |
|---|---|---|---|---|---|---|---|---|---|---|
| Customer and account | ||||||||||
| Morning priority brief | ||||||||||
| Portfolio health | ||||||||||
| Account 360 | ||||||||||
| Customer meeting preparation | ||||||||||
| Customer sentiment | ||||||||||
| Adoption monitoring | ||||||||||
| Value realization | ||||||||||
| Success planning | ||||||||||
| Opportunity identification | ||||||||||
| Executive review preparation | ||||||||||
| Support | ||||||||||
| Support case monitoring | ||||||||||
| SLA risk | ||||||||||
| Stale-case detection | ||||||||||
| Escalation coordination | ||||||||||
| Support brief generation | ||||||||||
| Customer update drafting | ||||||||||
| Delivery | ||||||||||
| Project health | ||||||||||
| Milestone monitoring | ||||||||||
| Budget and hours forecasting | ||||||||||
| Delivery-risk detection | ||||||||||
| Project replanning | ||||||||||
| Customer status reporting | ||||||||||
| Resource | ||||||||||
| Pipeline awareness | ||||||||||
| Capacity planning | ||||||||||
| Skills matching | ||||||||||
| Resource recommendations | ||||||||||
| Partner sourcing | ||||||||||
| Resource allocation | ||||||||||
| Shared | ||||||||||
| Meeting summaries | ||||||||||
| Action-item extraction | ||||||||||
| Internal and customer-facing communications | ||||||||||
| Cross-role account history | ||||||||||
| Workflow orchestration | ||||||||||
| Reporting and insight generation | ||||||||||