Custome Service (CSM) role to allow agents to view all cases

Cathy Song1 · ‎04-10-2018

Hi All,

I have just enabled the Customer Service plugin and given an agent's group the sn_customerservice_agent role, But impersonating as that user, I wasn't able to access all cases but cases created by that agent.

Has anyone else come across this problem? What role(s) should I be giving to the agent in order to view all cases?

Regards,

Cathy

Yingjie Sun · ‎04-11-2018

Cathy,

Your approach was correct, sn_customerservice_agent role should be able to see all cases as long as they are cases for customers not consumers. Consumer's cases are viewable by sn_customerservice.consumer_agent. These two agent roles are set for different types audience- customers and consumers.

Seems there might be some other issues on your instance to prevent agent role to view cases. OOB this should work.

sn_customerservice_manager role is not required for just viewing case, and sn_customerservice_customer is external roles which are just for customers to use.

We have detailed explanations on which role can do what in our KB0639072. If you still have issues pls. contact me or other CSM team members for more debug. Thanks.

View solution in original post

Gaurav Bajaj · ‎04-10-2018

Hi,

You need to provide sn_customerservice_manager role to view all cases as there is an ACL governing the access level.

Thanks

Gaurav

Cathy Song1 · ‎04-10-2018

Hi Gaurav,

Thank you for your prompt response.

I have added sn_customerservice_manager role to the group, and it still didn't work.

I also tried to remove sn_customerservice_agent first and then add sn_customerservice_manager, it didn't work either.

Did this work for you?

Thanks,

Cathy

Gaurav Bajaj · ‎04-10-2018

It certainly works for me, You might have to check all the read ACLs on sn_customerservice_case table and check whats restricting the access.

You can try with ACL debugging to check for specific ACL.

This way, you can solve the access related issues in future as well.

Thanks

Gaurav

Yingjie Sun · ‎04-11-2018

Gaurav,

Not exactly. Agent role should be able to view cases as long as the cases have account and contact fields valid. And Consumer_agent role can view cases as long as the cases have consumer field to be valid. Manager role includes both of these two roles, and thus he can view all cases. But usually to view cases we don't recommend to give it since this role has administrative functionalities, such as creating contacts. Thanks.