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Engagement Interaction Record Sharing and Ownership
Use the Sharing Settings page to manage your organization-wide sharing defaults for Engagement Interaction. Manage user access to engagement interactions using role hierarchies. Facilitate prioritization and assignment of engagement interactions using queues.
Sharing Settings
By default, the internal access for engagement interaction records is set to Public Read\Write (every org user, including the record owner and the admin, can view and edit a record). You can change it to Private (only the record owner or the admin can view and edit a record) or Public Read Only (only the record owner or the admin can view and edit a record but everyone else can view it).
Sharing information about engagement interaction records is stored separately in Salesforce. The default internal access can be private, public read/write, or public read only.
- Private: Only details about a record’s owner are stored.
- Public Read/Write: Nothing is stored because any org user can read and edit a record.
- Public Read Only: Only details about a record’s owner are stored.
Changing the sharing setting not only affects how records are presently shared with users but also modifies the sharing information:
| Sharing Setting Change | Impact on Sharing Information |
|---|---|
| Private to Public Read Only | No change |
| Private to Public Read\Write | Deletes existing information |
| Public Read Only to Public Read\Write | Deletes existing information |
| Public Read Only to Private | No change |
| Public Read\Write to Public Read Only | Adds owner information |
| Public Read\Write to Private | Adds owner information |
For more information about sharing settings, see Manage Sharing Settings.
Manual Sharing
You and the owner of an engagement interaction record can share the record with other org users. When sharing, you or the record owner can assign users Read or Read\Write access to the record. If the organization-wide default internal access is set to Public Read Only and you or the record owner provide Read access to other users when sharing a record, an error is thrown. This is because all users already have Read access to the record.
For more information about manual sharing of records, see Grant Access to Records with Manual Sharing.
Change in Ownership
You or the owner of an engagement interaction record can change the ownership of a record to any other org user.
To change record ownership, see Change a Record’s Owner.
Role-Based Access to Records
You can enable role-based user access to engagement interaction records. If the CSRs or CCAs in your organization report to management, create two roles, one called Customer Support and the other Manager. Assign the Customer Support role to all the users in that role and the Manager role to all the users who manage customer support executives. As a result, the manager can access engagement records that a customer support executive has access to.
To set up role-based access, see Controlling Access Using Hierarchies .
Salesforce Queues
Create a queue to enable users to better manage the engagement interaction load. Add users or public groups as members to the queue. All the members of the queue can see the engagement records in the queue and can assign (change ownership of) a record to themselves.
To create a queue, see Create Queues .
