Hello, quick question.. have anybody implemented u...
# crm-sfam
Miriam Armada
12/03/2019, 8:36 PMHello, quick question.. have anybody implemented using cases for Help Desk internally
Miriam Armada
12/03/2019, 8:37 PMWe currently use case management for Customer but we are trying also make it available internally for IT, our concern is how to make them private as many time IT is dealing with confidential information such as terminations, hirings etc
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bsin4684
12/05/2019, 2:52 PMMaybe set a custom case form that only IT can access?
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Laura
12/05/2019, 5:39 PMwe are using cases for help desk (IT) internally and customer support externally
Laura
12/05/2019, 5:40 PM@Miriam Armada we use a workflow to rename all internal/helpdesk cases, and this helps keep cases fairly separate. Several employees use both queues as they work internal and external support and so far it has not been a major issue for us.
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Miriam Armada
12/05/2019, 5:44 PMI have a custom form that i created for help desk, my challenge is how to hide/encrypt information.. imagine a case is created to retrieve employee equipment for a future termination (delicate manner) we are using CRM for customers so i don't want the service department to be able to see that by accident
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Laura
12/05/2019, 5:46 PMFor something that sensitive, you would probably want to use role-based restrictions
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Miriam Armada
12/05/2019, 5:48 PMit think i'm going to set the fields to hidden via a script
Miriam Armada
12/05/2019, 5:48 PMand only unhide base on the role
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