Final answer:
ServiceNow customer admins, with the role sn_customerservice.customer_admin, have access to cases associated with their managed accounts, depending on the configured Access Control Rules of the instance.
Step-by-step explanation:
Customer admins in ServiceNow, designated by the role sn_customerservice.customer_admin, typically have access to view cases that are related to the accounts they manage. This can include all cases filed by users from the customer organization or those cases that are specifically assigned to them for oversight or management. Access to cases can be further defined by the roles and permissions configured within the ServiceNow instance, which potentially includes visibility restrictions based on fields like Assigned to, State, or Configuration Item.
Visibility of cases for customer admins depends on ServiceNow's Access Control Rules (ACRs) which determine what records a user can access and what they can do with those records. It's crucial to review these ACRs to ensure customer admins have appropriate access levels. Typically, customer admins would be able to see cases relevant to their organization, including those that are open, pending, or resolved, to provide effective customer service management.