How do I define access groups to secure cases?

Use Access Groups to secure cases so users only see the cases they need to see. Case Management provides configurable rule-based access controls that decide how your users get visibility to Case data. You must enable Access Groups for Case Management.

• Access Groups can be enabled and configured by an authorized administrator.
  • Users with the Manage Group Access privilege (ZCA_MANAGE_GROUP_ACCESS_PRIV) can create and manage access groups.
  • By default, the Sales Administrator job role and the IT Security Manager job role have the Manage Group Access privilege.
• Users must be assigned the duty role Access Groups Enablement, to get the access provided through access groups. By default, users assigned any of these roles have this privilege:
  • Resource Abstract role
  • Any Predefined Service or Sales job role.

Navigate to the Sales and Service Access Management page.

Setup and Maintenance

• Offering: Sales
• Functional Area: Users and Security
• Task: Manage Sales and Service Access

The following Access Groups are preconfigured:

• All HRHD Cases
• All ISR Cases
• Business Unit CRM Cases
• Business Unit HRHD Cases
• Business Unit ISR Cases
• Case Assignee
• Case Assignee Hierarchy
• Case Contact
• Case Creator
• Case Primary Contact
• Case Queue Member
• Case Queue Member Hierarchy
• Case Team