Why Users with sn_customerservice_customer role ie customer's should not be given sn_internal role?Issue Why Users with sn_customerservice_customer role ie customer's should not be given sn_internal role?ResolutionCSM is meant to support external users and create cases for external users. Further, the same user should not have snc_internal and snc_external roles as it may create issues when using other NOW applications which are only meant for snc_internal users. Hence , its not recommended to add both sn_customerservice_customer and snc_internal to the same person.Refer to the product documentation link for more details.explicit-rolesGiving snc_internal role to external users provides unnecessary additional access that can be exploited.