I want to make sure that there is a good case management process in iur salesforce environment. We have 2 different types of cases; premier support and Basic Supoort. There are certain people only assigned to each support type of cases. So I need to make sure the following
1)There should be an identifier or distinguishing information on the case to
tell if it is a premier Support Case or basic
2)Case should be routed the right queue , for premier and another one for Basic Queue
3)Upon Case creation, the person who submitted it should be notified
premier support cases should only be accessible by the Basic Support Reps
1 respuesta
Hello , Premier vs Basic:
I think you could do something like this:
- Add a “Support Type” picklist (Premier | Basic) + a validation rule to make it required
- Create 2 Queues: “Premier Support” (members = Basic Support Reps only) and “Basic Support”
- Assignment Rules: if Type = Premier → Queue “Premier Support”; if Type = Basic → Queue “Basic Support”
- Notifications: Auto‑Response Rules (Web/Email‑to‑Case) or an after-insert Flow to notify the case submitter
- Security: Case OWD = Private. Criteria-based Sharing Rule: if Type = Premier → share Read/Write only with the “Basic Support Reps” public group
- Hardening: Restriction Rules to hide Premier cases from all non‑Basic users; avoid “View All/Modify All” and access via role hierarchy
- Optional: Omni‑Channel with two queues; make the “Premier” queue visible only to Basic reps
