CSM - Case visibility for Key Account Managers

[OWelch]

Hi all, 

I have a requirement for Key Account Managers to have visibility (read only access would be fine) of cases raised by the accounts they are responsible for. Currently our B2B customers raise cases via the CSM portal, each customer is a contact (customer_contact) and a member of an account (customer_account). 

Our KAMs are internal users, only with a Requestor licence. Is there a role that I can assign to them (also non licencable) that allows them to view cases where they are the assigned account manager? For that last bit, I've seen under customer_account there is Account Team Members, can I use that to associate them with the account?

For additional context, some of our contacts have the sn_customerservice.customer_case_manager role assigned to them. We are using this external role to allow them to see other cases raised by their colleagues, so long as they are a member of the same account. This is working great so its difficult to push back on KAMs not having similar access.

I'm hoping there is something OOB so I don't have to go down the route of creating new read ACL's. 

[Shruti]

Hi,

1. Go the account related list and add account team members with type and responsibility as account manager

2. Add these roles to the Key account manager/account team member

3. Create a before query business rule on case table to restrict case visibility for KAM

(function executeRule(current, previous /*null when async*/ ) {
    var grAccMgr = new GlideRecord('sn_customerservice_team_member');
    grAccMgr.addEncodedQuery('type=c42345bdff689a105795ffffffffff4c^responsibility=b2d87bedb3730010700b4d43c6a8dca8^user=' + gs.getUserID()); //type = Account Manager and Responsibility = Account Manager
    grAccMgr.query();
    if (grAccMgr.next()) {

        current.addEncodedQuery('accountDYNAMICbadfcbf60fe210103ff81b41ff767e40^ORaccountDYNAMICb9fd56ed777cd21014a59f6b8d5a9963^EQ'); //account is managed by me OR my accounts from team member of case
    }

})(current, previous);

4. Impersonate KAM and go to the CSM workspace to view the cases

[OWelch]

Thanks but if I look in the license_role table, it tells me that sn_customerservice.csm_workspace_user and sn_customerservice.case_viewer both need a Business Stakeholder licence. Is that not the case?