Enhanced Security for Case Management Data

Access Groups can now be used to secure your Cases, providing configurable rule-based access controls that dynamically determine how your users gain visibility to your Case data.

Access Groups allow you to secure your sensitive Cases in ways that match your organization's unique workflows.

Steps to Enable

Access Groups for Cases are disabled by default. To enable Access Groups for your Cases, ensure you are an authorized administrator and use the 'Sales and Service Access Management' link in the system menu.

Screen capture showing the system menu with the 'Sales and Service Access Management' link, used by authorized administrators to enable Access Groups for Cases, which are disabled by default.

Tips And Considerations

To get started quickly with Access Groups for Cases, consider using one or more of the 13 pre-configured system Access Groups.

Screen capture highlighting 13 pre-configured system Access Groups available for quick setup of Access Groups for Cases.

Key Resources

For more information about Access Groups, refer to 'Overview of Access Groups' in Securing Sales and Service Guide.

Access Requirements

  • 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:
    • the Resource abstract role;
    • any predefined Service or Sales job role.