Hi,
I am trying to control access to Survey Response records in Service Cloud based on both role hierarchy and region.
My requirement is:
- Support Agents should see only their own survey responses
- Support Managers should see only their team’s survey responses within their region (e.g., US Manager should not see Italy data)
- Support Directors should also see only their region’s survey responses (not all regions)
I have already implemented role hierarchy for Case, but Survey objects do not support role hierarchy or standard sharing rules.
I also explored permission sets, but they only provide object-level access and not record-level visibility unless “View All” is enabled, which gives access to all regions and does not meet my requirement.
I want to achieve this without using Apex.
Is there any standard configuration approach to implement region-based and role-based access control on Survey Response records?
Or is Apex the only option in this scenario?
Any guidance or best practices would be appreciated.
Thanks!
This is a common access control challenge with Salesforce Surveys. Unfortunately, Survey Response records don't support standard Salesforce sharing rules or role hierarchy the same way Cases do. Here's your best path without Apex:
Option 1: Use Sharing Settings with Manual Criteria-Based Sharing (Recommended)
1. Go to Setup and set the Survey Response object's Organization-Wide Default (OWD) to Private
.
2. Create
Sharing Rules based on a Regionfield on the Survey Response record. For example, create a sharing rule: "Share Survey Responses where Region = US with US Managers role."
3. For the direct ownership rule: Agent-owned responses are only visible to the agent by default (with OWD = Private), which satisfies your Agents rule naturally.
Option 2: Use a Custom Region field + Territory Management
If you have Territory Management enabled, you can structure access by territory (region). Survey Response sharing can be tied to territory rules.
Key Limitation: Sharing Rules on Surveys do support criteria-based sharing (based on field values), so the Region-based approach should work without Apex. However, role hierarchy rollup only works if you enable "Grant Access Using Hierarchies" on the Survey Response sharing settings — this would allow Managers to see their team's records automatically.
Steps to enable:
1. Setup [right arrow] Sharing Settings [right arrow] Survey Response [right arrow] set OWD to Private, and enable "Grant Access Using Hierarchies".
2. Create criteria-based sharing rules per region for Manager and Director roles.
