How to create a case on behalf of others

[Poojitha8]

I need to know how a user can create a case on behalf of customers who are internal to organization

[Chandra Sekhar6 · Accepted solution]

We can do that using Proxy Contact.

Make sure this plugin is installed or not:

CSM Extension for Proxy Contacts - [com.snc.csm_proxy_contacts]

[Giovanni Ragosa]

For internal users, you should enable the Industry data model plugin and then assign the different "contributor" roles to the users you want to open case for others (organization, customer...).

They will be able to use an external portal and record producers to open cases, and based on their roles, you will be able to choose who they open it for.