Hi,
We have a non-admin user with a custom profile and FSC Standard PSL assigned. This user has Read, Create, and Edit permission on Financial Account confirmed. But every time they try to create a Financial Account they get:
System Administrator creates Financial Accounts without any issue on the same org.
We traced this to the FSC managed FinancialAccountTrigger. The trigger behaves differently based on whether the running user is a System Administrator or not — and for non-admin users it throws the error regardless of their CRUD permissions on the object.
Has anyone run into this? Is there a specific permission, permission set, or configuration step required to allow non-admin users to create Financial Accounts in FSC?
Any guidance appreciated.
@Himanshu Shekhar the key is to separate case creation from email threading.
If the requirement is only "let the manager create a Case from an email," then Salesforce Outlook/Gmail integration can work. You can expose a Create Case quick action in the Salesforce side panel, and Salesforce docs confirm users can create Cases directly from the email side panel. Attachments can also be logged to Salesforce as Files, depending on the email integration setup (https://help.salesforce.com/s/articleView?id=sales.outlookcrm_side_panel_create_actions.htm&type=5)
But if the requirement is "all future client replies must automatically stay on the same Case," then Email-to-Case needs to be part of the flow. Salesforce’s Email-to-Case threading works when outgoing Case emails and incoming customer replies are routed back through Email-to-Case. If replies only go back to the Account Manager’s personal inbox, Salesforce will not automatically attach those replies to the Case (Email-to-Case Threading)
The scalable design is usually: use one central Email-to-Case routing address, then configure mail-system forwarding or a controlled forwarding process from the AM inboxes into that address. Once the Case is created, assign it to the right Account Manager using Flow, assignment rules, or a mapping based on the original recipient/customer/account. Salesforce documents Email-to-Case forwarding as the standard pattern for routing emails into Cases (Salesforce Help | Article)
The one point to be careful with is the “send from the individual AM email” requirement. If the email truly goes out from the AM’s personal address and the customer replies only to that address, the reply will land in Outlook/Gmail, not automatically in Salesforce. You can show the AM as the owner/agent, but for automatic Case threading, the Reply-To path should route back to Email-to-Case. Salesforce also notes that the default reply From address can be the user’s address, so this needs to be tested carefully in your org (Default Email-to-Case 'From' address for replies to email)
My recommendation is to use Outlook/Gmail integration for manual Case creation if needed, but use Email-to-Case as the system of record for the lifecycle. If the business insists on true personal inbox ownership for the full thread, then you are likely looking at a custom Microsoft Graph/Gmail API integration rather than standard Email-to-Case alone.
