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Restrict Community Users’ Access to Cases (Beta)

Determine whether users with Customer Community Plus licenses can view and edit cases in which they are listed as the contact. You can now disable the standard sharing behavior that grants the assigned contact and everyone in their role hierarchy access to a case. After disabling this sharing behavior, you can control access to cases by creating a manual share or by using Apex managed sharing.

Where: This change applies to all communities.

Note

Note

As a beta feature, restricting community users’ access to cases is a preview and isn’t part of the “Services” under your master subscription agreement with Salesforce. Use this feature at your sole discretion, and make your purchase decisions only on the basis of generally available products and features. Salesforce doesn’t guarantee general availability of this feature within any particular time frame or at all, and we can discontinue it at any time. This feature is for evaluation purposes only, not for production use. It’s offered as is and isn’t supported, and Salesforce has no liability for any harm or damage arising out of or in connection with it. All restrictions, Salesforce reservation of rights, obligations concerning the Services, and terms for related Non-Salesforce Applications and Content apply equally to your use of this feature. For information on enabling this feature in your org, contact Salesforce.

Why:For example, Acme has offices around the world, and it wants to keep its cases private within each office location. By disabling the standard sharing behavior, community users who transfer from one of Acme’s locations to another can no longer bring their assigned cases with them.

How:
  1. Contact Salesforce Customer Support to disable case access for community users. After this setting is disabled, edit your Sharing Settings.
  2. From Setup, enter Sharing Settings in the Quick Find box, and then select Sharing Settings.
  3. In the Other Settings section, deselect Grant community users access to related cases.