Customer Case Manager can´t see case from other accounts on portal

[Peda]

Hi Everyone,

I try to achieve that a customer case manager of account should see case from other account. I have set up a account relation and contact relation with this customer case manager user to the target other account. But when I create a case with a customer user with the target account, the customer case manager with the related account can´t see the ticket in the csm portal overview. He can select the related target account but there are no records. 

What did I miss, any suggestion? Thanks for your help

[Stephen Sturde · Accepted solution]

Hi Peda,

Without granting internal roles to external parties, the only OOTB option for external users to see across accounts is utilizing parent relationships. You could also use one account as the 'parent account' and use the customer admin role.

'sn_customerservice.customer_admin'. The customer admin can see any cases from their own account and any child accounts.

[Peda]

@Stephen Sturdevant Thanks for reply.

I have set up everything: The account with the customer_admin role to be parent of the other account and still cant see cases on portal from the child account.

I have set up both as Partner in the Account realtionship and set the Partner flags on true. I have customer to customer relationship I have set up contact relationship. I dont get the case vissible to the use who should see accross both account the cases.

What Iam doing wrong?

[Poorna Kola]

Parent Account's Admins & Customer Managers (sn_customerservice.customer_admin, sn_customerservice.customer_case_manager) can access the Child's account cases.

To do that:

On Child's Account record , populate the Parent field with the Parent Account (reference field).

Account:XYZ - Parent (Customer Manager/Admin: SpiderMan)

Account: ABC - Child (ABC.Parent = XYZ) (Customer Manager/Admin: Hulk)

SpiderMan can access all the cases of child account ABC

[Peda]

Thanks for reply poorna Kola,

to be honest for what do I use then the account types with the account relationship and contact relationship?

Only that the contact can select between the related account when he want to open a case?? Nothing else?

And what is the difference between Partner Releationship and Account-Account Relationship?

So the only way to create/access/edit cases over multiple Accounts is a manager oder admin user in the parent account?

[Poorna Kola]

An Account can be a Customer or/and Partner:

Customer: A regular Customer's company/account.

Partner: Denotes this account as a partner. A partner can report and manage cases on behalf of customers. A partner can also be a customer. 

Scenario 1:

Apart from these, You can create  Account hierarchy irrespective of the Account is a Customer and/or Partner, with the PARENT field on account.

For example: There may be different legal entities of the same account depends on the region - ACME-Americas (Parent Account for ACME - USA and ACME - Canada accounts).

In this case, an account hierarchy allows an account contact with the customer administrator role to manage the child accounts and with Manager role to manage the cases of child accounts.

Scenario 2:

Account Relationships WORKS only with Partner Account: This allows partner account contacts with the partner role or the partner administrator role to create and manage cases for their partner account. (This is what you are trying but not flagging the Account (Case Manager) as a Partner I guess.

Probably, your question falls in Scenario 1 rather 2. Are those two accounts are just  related as Parent/Child kind or sister accounts OR one account is working with your company to help other customers (as a Partner)?!