Existing problem: We have referrals, which are actions that another department has to make on a customer's account. These referrals are generated from our call center application via a stored procedure that is imported into a database. A report is run against the database that gives a list of referrals with details to the department that must perform the work. This report is created in .pdf format and printed.
We would like to start using Cases, while trying to minimize our cost of additional licenses.
I see "Cases for Sales", but I really can't tell whether a user with a Sales license can perform the following actions on a Case: CRUD. What can a user do with cases that has a Sales license?
It appears that each user needs to have a Customer Service license. Is this accurate? Does anyone have any thoughts on how we can generate a Case and yet someone else work it to resolution that does not have a Customer Service license?Thank you,
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