question Re: CSM Proxy contacts for specific accounts? in CSM forum

CSM Proxy contacts for specific accounts?

Zach N — Tue, 11 Jan 2022 23:21:32 GMT

Is it possible for a proxy contact [sn_customerservice.proxy_contact] to only open cases on behalf of specific customers?

When enabling the CSM Extension for Proxy Contacts (com.snc.csm_proxy_contacts), you are able to assign the sn_customerservice.proxy_contact role to users, which allows them to open cases on behalf of customers through the Customer Service Portal.

In my testing it appears that users with the proxy contact role are able to view all accounts within the system. Is it possible OOTB to limit a proxy contact to only have access to certain accounts?

Any help would be appreciated!

Re: CSM Proxy contacts for specific accounts?

ParagM — Wed, 19 Jan 2022 16:31:53 GMT

Hi,

CSM Industry data model has recently introduced additional contributor roles. You can leverage the Relationship contributor[sn_customerservice.relationship_contributor], this role enables users to create cases for customers with which they have an established relationship.

Thanks,

Parag

Re: CSM Proxy contacts for specific accounts?

Zach N — Wed, 25 May 2022 17:27:45 GMT

Hey Parag,

I believe you are correct that the Relationship Contributor [sn_customerservice.relationship_contributor] role is the way to go. That being said, it looks like the Account Manager responsibility is the only relationship that works OOTB. New relationships would require creating:

New responsibility definition
Script Include / Add new function to AccountQueryRuleUtil
Dynamic filter
Query Rule / Amend the Case - Account or consumer are managed by me query rule

Thanks again for your response!