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Assign Cases to Partners

Assign cases to partner users so they can view, modify, and update case information.

Required Editions

User Permissions Needed
To assign cases to partners:

Edit on cases

AND

Transfer Cases or Transfer Record

Before you assign cases to partners, ensure partners have permissions to read and update cases. You can only assign cases that you have access to.

  1. On the case detail page, click [Change] next to the Case Owner field.
  2. Select Partner User from the Owner drop-down list and enter the name of the partner user.
  3. Optionally, select the Send Notification Email checkbox to send an email to the new owner.
  4. Click Save.

The partner user can view and edit the case from their Experience Cloud site.

Note
Note
  • Case comments added by partner site users are public and visible to any user that can view the case.
  • You can create case assignment and escalation rules that automatically assign cases to partner users based on criteria that you define.