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« Salesforce Community License Overview | Main| From Blogsphere to a Static Site (Part 5) - Comment front-end »

Ownership flow of customer community created cases

In a previous entry I mapped out sharing abilities the Salesforce platform is capable of.

In this entry I will put these capabilities to practial use. The scenario starts with a customer logging into the customer community and raising a ticket. Client representative, the partner and support staff need/want access to the case. The case needs to flow along the same processing as cases created by other means (call, email, IoT). The following diagram explains the flow (click for a larger version):

Customer Portal Created Cases Ownership flow

The diagram has been rendered using Websequencediagrams based on a plain text file:

title Sharing of Customer Created Cases
participant Customer Portal User
participant Account Owner
participant Case queue
participant Partner
participant Support Team
participant Support Specialist

alt Owned by customer
note right of Customer Portal User
    Customer Portal User has
    No roles, no hierachy
end note
Customer Portal User->Customer Portal User:Create Case
Customer Portal User->Account Owner: Role setting
note left of Account Owner
    [Account Owner]: User in this role can view
    all cases associated with account
end note

Customer Portal User->Support Team: Share Group
note over Customer Portal User, Support Team
    Public Groups, Roles (hierarchical)
    or Users, no Queues
end note

Support Team->Support Specialist: Group membership
end

Customer Portal User->Case queue: Case assignment rule / Trigger (Napli)
note over Customer Portal User, Case queue
    reassign ownership to *Queue*
    to match other case sources
end note
alt Owned by Queue
Case queue->Partner: Account team / Apex sharing
note over Case queue, Partner
    Opt1: Partner rep is field in account: then Apex (manual sharing)
    Opt2: Partner rep is part of the Account team: Account Team member access
end note

Case queue->Customer Portal User: Access via sharing set
note right of Customer Portal User
    Own cases, or company cases
    Sharing set assigned to profiles
end note

Case queue->Support Team: Queue membership
note over Case queue, Support Team
    Ready to be picked by
    Support Team member
end note

Support Team->Support Specialist: Group membership
note over Customer Portal User, Support Specialist
    Existing sharing results (carried forward)
end note
Case queue->Account Owner: Role setting
Case queue->Partner: Account Team / Apex
end

Case queue->Support Specialist: Pick from queue
note right of Case queue: Case handling starts here
alt Owned by Support Specialist
Support Specialist->Support Team: Sharing rules
note left of Support Specialist: Retain team access
note over Customer Portal User, Support Specialist
    Existing sharing results (carried forward)
end note
Support Specialist->Customer Portal User: Access via sharing set
Support Specialist->Account Owner: Role setting
Support Specialist->Partner: Account Team / Apex
end

As usual YMMV

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