User with CSM role assigned cannot view customer service cases from sn_customerservice_case tableIssue Certain user unable to view all customer cases from sn_customerservice_case table but able to view all case tasks.CauseThe affected user has both CSM internal and external roles which are not allowed Analyze: Compare the working and non-working user account against the user instance result as below. Working user account's CSM Roles contains:snc_internal sn_customerservice.consumer_agent sn_customerservice.csm_workspace_user sn_customerservice_agent sn_customerservice_manager ******* Non-working user account's CSM Roles contains: snc_internal sn_esm_user sn_customerservice.consumer_agent sn_customerservice.csm_workspace_user sn_customerservice.customer sn_customerservice.customer_admin sn_customerservice.customer_case_manager sn_customerservice_agent sn_customerservice_manager Per KB Article below, A user should never be assigned any combinations of both the internal and external roles. In the CSM role module, the CSM internal and external roles are divided if they contain sn_esm_agent and sn_esm_user. These two roles are the base roles in CSM. Customer Service Management Roles and FAQs ResolutionReview the non-working user account and make sure the user only has either internal or external roles, but not both.