Roles installed with Customer Service Management Customer Service Management adds the following roles.Note: Customer Service Management includes both internal and external user roles. Internal user roles are for agents and agent managers using the Customer Service Management application. External user roles are for customers and partners using the customer portal. Role title [name] Description Contains roles Agent[sn_customerservice_agent] A customer service agent who assists customers and partners with questions, issues, and problems. This user creates cases, views and edits cases, and works with customers and subject matter experts to resolve cases.An agent typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups. knowledge chat_admin sn_customerservice.deescalation_requester timecard_user template_editor sn_esm_agent sn_shn.editor Agent manager[sn_customerservice_manager] A customer service agent with the additional responsibility for managing agents or agent groups and overriding agent actions. sn_customerservice_agent timecard_manager timecard_approver skill_admin sn_app_cs_social_social_profile_user sam approval_admin sn_customerservice.consumer_agent asset sn_shn.admin sn_publications.approver contract_manager sn_app_cs_social_log_user Customer[sn_customerservice.customer] A customer role for researching questions, issues, or problems. Customers can create cases and view and edit existing cases for their own accounts. They can also view a list of assets belonging to their accounts. sn_esm_user snc_external Partner[sn_customerservice.partner] A partner who is serving customer accounts. A partner can create a case for their own account or on behalf of a customer account. A partner can also view or edit existing cases for their own account or for customer accounts. sn_customerservice.customer sn_esm_partner Customer administrator[sn_customerservice.customer_admin] An administrator role for a customer account. This user has access to all the data within the account. sn_customerservice.customer sn_esm_user_admin Partner administrator[sn_customerservice.partner_admin] An administrator role for a partner account. This user has access to all the data within the partner account as well as the customer accounts. This user can also manage users for the partner account and for customer accounts. sn_customerservice.partner sn_customerservice.customer_admin sn_esm_partner_admin Consumer[sn_customerservice.consumer] A consumer role for researching questions, issues, or problems. Consumers can create cases and view and edit existing cases for products that they have purchased. They can also view a list of their products. sn_esm_user snc_external Consumer Agent[sn_customerservice.consumer_agent] A consumer service agent who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. An agent typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups. sn_esm_agent chat_admin sn_shn.editor template_editor knowledge Proxy case creator[sn_customerservice.proxy_case_creator] A user who can create a case from a community discussion. Escalation requester (sn_customerservice.escalation_requester) Can request an escalation for a case or account. sn_customerservice.consumer_agent De-escalation requester (sn_customerservice.deescalation_requester) Can de-escalate a case or account. sn_customerservice.escalation_requester Explicit rolesYou can give both internal users and external users access to your instance. However, you might not want both types of users to have the same level of access. To provide added security, every user must have at least one role so that the instance can distinguish between internal and external users.Provide external users access to a tableTo enable users with only the snc_external role to access the list view of a table, you must create a series of ACLs.