Hi
@De'Tishaa Johnson,
One of the MVP
@Steve Mordue mentioned that the Case for Sales is a lightweight case management for salesperson, see
here. An important keyword used was,
to be resolved by themselves, which to me mean the nature of the case would be in the context of a sales e.g. missing parts mentioned in the blog, rather than e.g. complaints or requesting support.
What I'm unsure of is whether your use case of being able to reassign a case to another team falls into use rights. Also, it seems the Case for Sales use right also only exist on the licensing guide for
online deployment and not for
on-premise (latest one I can find).
@Marcus Cadena, just wanted to add on to your comment regarding Team Member's CRUD access to Case via API or Portal, that's the access is in the context of self-service as a client. e.g. lodging a support ticket as a
client of the same internet service provider company that the user works for, instead of managing cases (full CRUD) as a
call centre agent.
Hope that helps.
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Jacky Chen
Consultant
Chamonix IT Solutions
Adelaide
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Original Message:
Sent: Jul 11, 2019 11:30 AM
From: De'Tishaa Johnson
Subject: Case Licensing & Usage
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.
- Currently on CRM version 8.2 on-prem.
- Current user license types we are using are: Sales and Team Member.
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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De'Tishaa Johnson
Business Systems Analyst
Christian Broadcasting Network
Virginia Beach VA
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