Users with the sn_customerservice_agent or sn_customerservice_manager roles can view the Cases list in the Customer Service Management application. The default view of the Cases list includes the following columns:

• Number
• Short description
• Contact
• Account
• Channel
• State
• Priority
• Assigned to
• Updated
• Case Report (add a column to access this table if needed)

External customers can view a list of cases from the customer portal. For external users with the sn_customerservice.customer or sn_customerservice.customer_admin roles, the Cases list displays a subset of case information, including:

• Number
• Short description
• Product
• Priority
• State
• Updated

For external users with the sn_customerservice.partner or sn_customerservice.partner_admin roles, the Account column is also displayed.

User Role	Cases Included in Case List
sn_customerservice_admin, sn_customerservice_manager, sn_customerservice_agent	All cases
sn_customerservice.customer	Cases opened by the customer Cases opened by an agent for the customer
sn_customerservice.customer_admin	Cases opened for the same account as the customer admin's account
sn_customerservice.partner	Cases opened by the partner Cases opened by an agent for the partner Cases opened for the same account Cases opened from a partner account
sn_customerservice.partner_admin	Cases opened for the same account Cases opened for the partner admin's account