Provide external users access to cases in CSM portalSummaryExternal customers will not be able access to cases(open, closed, all cases) in CSM portal. This is because they will not be having any other roles other than snc_external role. Giving them case admin roles to access the cases though can fix the issue, it will allow them to have extra privileges which is not recommended.ReleaseAllInstructionsTo overcome this, you need to create below 3 ACL's so that they can access all open, closed cases in CSM portal. Create ACL on Source(u_source) field for role snc_external(role can be anything) Create ACL on Active field for role snc_external(role can be anything) Create ACL on Caller field for role snc_external(role can be anything)