Restrict case based on account leve for Agent("sn_customerservice_agent" )

[Community Alums]

Hi All, 

I have an interesting scenario and was puzzled to see no straight answer , 

We are enabling case management for our customer who support client around the global but handled by support group from each region only like,

1.North America , 3 support group of 15 users all with "sn_customerservice_agent" supporting 3 customer account.

2. Europe , 4 support group of 16 users all with "sn_customerservice_agent" supporting 10 customer account.

3. International, 2 support group of 5 users all with "sn_customerservice_agent" supporting 3 big customer account. 

Requirement is simple , no agent should see the case created and assigned from different region or customer account not supporting until and unless reassigned.

The same restriction is expected for any knowledge article created account specific.

Kindly let me know if we have any OOB solution or approach for the same  or customization is only option by ACL and business rule as i can see OOB "sn_customerservice_agent" agent can see all case and article without restriction.

Any insight is much appreciated.

Note: I tried service organization or customer relationship but all case point from external side and not speaking from internal organization restrictions.

[Sandhya Gurram]

Hi @Community Alums ,

The best way to achieve this is only by writing Query Business Rules on case table.

Thanks,

Sandhya Gurram.

[Community Alums]

Hi @Sandhya Gurram ,

Thanks for the update.

Yes i was think same and main concern was not able to justify there is no OOB solution for the same

[MQG]

Hi! i have a very similar requirement. Could you find a solution for this?