In CSM, How is case visibility set for the accounts?

[Ankur Bawiskar]

@Bhavya19 

CSM uses query rules to filter data in CSM-related tables

Query Rules in CSM 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Bhavya19]

I am looking for a scenario where, Case belonging to one account should not be visible to the members of other account.
We have recently upgraded our instance to Zurich, and we notice that this behaviour which was there before upgrade is lost.

[Ankur Bawiskar]

@Bhavya19 

so what was the behavior earlier and what's now after upgrade?

[Bhavya19]

In non upgraded instance/ before upgrade, If User A, B, C belongs to Account X, They were able to see the cases that was raised for Account X alone.

If there were any cases raised for Account Y or Z, That will not be visible to Users A, B, C who belongs to Account X