Epic has the concept of "service roles." A service role can be attached to a policy or to an account.
In Epic, these roles are dynamic and can represent anything. In our system, though, we need to know which service role represents the Producer and which represents the CSR (who's on the sales side and who's on the service side.)
To do this, open the Epic List mapping configuration screen (All Settings > Epic > Setup > Service Role Mapping.) Then choose which role belongs to our categories.