Friday, April 5, 2019

Use Different Online Case Forms for Different Customer Center Roles

Scenario:

User would like to set different Case Forms for different type of Customer Center

Example:
Standard Case Form = Customer Center 1
Custom Online Case Form = Customer Center 2

Recommendation:

1. Navigate to Lists > Web Site > Tabs > New > New Presentation Tab.

  • Enter Label
  • Unmark the Display in Web Site checkbox
  • Under Audience > Roles = select the Customer Center role (E.g. Customer Center 2)
  • Click Save

2. Navigate to Lists > Web Site > Publish Forms > New.

  • Select Case Form
  • Enter Name
  • Case Form = select the Custom Online Case Form
  • Site Category = select the Presentation Tab created in step 1
  • Click Save

3. Clear Browser Cache first then log in to Customer Center 2 and check the newly created Custom Tab that contains the Online Case Form.

4. Log back in as Administrator

  • Navigate to Setup > Users/Roles > Manage Roles
  • Edit the custom role (E.g. Customer Center 2)
  • Navigate to Permissions tab > Transactions > Lists subtab
  • Set Cases = None
  • Set Issues = None
  • Click Save

Note:  Alternate Solution for Enhancemnet Issue: 69709 (Customer Center > Case Form > User would like to have ability to set differrent custom case form).

 

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