A Role is a user or customer's current function/responsibility in CSM, and controls how data is presented in that person's CSM environment.
For example, a Role determines which Home Dashboard is displayed and how the Incident form looks (example: Which fields are exposed, required, etc.). A Role is assigned to a Security Group and can be assigned to more than one Security Group at a time. A user or customer can access any of the Roles in his Security Group, but can only log in using one Role at a time. Examples of Roles include Service Desk Manager and Portal Customer.