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.

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Cathy Song1 · ‎04-11-2018

Hi Yingjie and Gaurav,

Thank you. You have both been extremely helpful.

I have just realised something looking at Yingjie's response. We instead of using the contact table, have decided to create a requester field that is referenced to the sys_users table. The reason is because we are using the CSM for internal users rather than external.

Would that have messed up the roles and ACLs?

Thanks,

Cathy

Yingjie Sun · ‎04-11-2018

Cathy,

Yes. If you added other fields to replace the original account/contact/consumer fields, you would also need update the logics in CSQueryBRUtil script include, for the corresponding roles, to make sure they can work as you expected.

nayanawadhiya1 · ‎04-10-2018

Hello,

For Viewing all Cases provide "sn_customerservice.customer" Role to the Group.

Cathy Song1 · ‎04-10-2018

Hi Nayan,

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

nayanawadhiya1 · ‎04-10-2018

Gave this role "sn_customerservice.customer" or "sn_esm_agent"