Hi guys, who have experience with service cloud, I have questions and can't find info
1. Is it possible to set up access to the customers' to their own tickets (cases), case history, and specific fields on the case?
2. Access to the tickets submitted by other users in the same company?.
3. Post replies, update ticket (cases) details and close and open new cases?.
Maybe its possible to set up via Help Center or Knowledge base? Or maybe some other workaround?
@Anna Petrikova all external users are related to a specific profile (now changing to permission sets), which would help you to determine what they can see as objects and what they can do. Also you would need make some changes on the Sharing Sets, where you will determine records they can see from the community cloud.
It's basically a YES to all your questions
