What is the common use cases about case creation by BSH privilege users?

[shun6]

Hi all,

I'm new to CSM application and I want to know about case creation by BSH privilege users.

My client's requirement is that BSH privilege users (internal user) want to create cases on behalf of their customers.

In this case, what is the common use case for them to create case whitin the Now Platform? (from csm portal, csm configurable workspaces or anything else?)  

I don't want make any customization.

Thanks.

[Mark Manders · Accepted solution]

That really depends on their role(s). If you are talking about users with sufficient roles to create them from the workspace, just use that. But I can imagine not all of them are having sufficient roles for that.

You can easily create a record producer for them and place it on the portal they also use for their own tickets (if you use 'sp' for IT, you can put it on their and make the RP only available for them, so not everyone can use it. Apply correct logic on certain fields (that they can only select their own accounts for case creation) and have the record producer create a case 'on behalf of'.