Example of How to Isolate Data Between Partners

After you set up the portal-role hierarchy and the external-account hierarchy, records are automatically shared up the hierarchies. For stakeholders who are below in the hierarchies, manually share the records, such as branches (service territories) and appointment topics (work types).

Here’s a table that lists the entities and the access required for different roles. We provide object access through user profiles and record access through sharing. The overall access depends on both the object access and the record access. Salesforce applies the most restrictive of these two accesses to determine the overall access.

Here’s how you provide the required entity access for different client and partner stakeholders:

• Set up manual sharing: Manually share each record with portal roles (Partner Executive, Partner Manager, and Partner User) and provide the necessary access.
• Set up Apex managed sharing: Use Apex Managed Sharing to share Shift records with partner stakeholders.
• Set up sharing rules: Set up sharing rules for each object to provide access to the client's customer care agents.
• Enable the Resource Appointment Sharing setting: Enable the setting to automatically provide service appointment access to the service resources for whom the appointment is created.

If you use shifts, when territory managers create shifts for service resources, you must provide access to shift records to the respective service resource. To provide access, use Apex Managed Sharing to programmatically define sharing rules.

Here’s a sample Apex code that automatically shares shift records with the respective service resource.

trigger Shift_share_with_Contractor on Shift (after insert, after update) {
if (trigger.isinsert) {
for (Shift shift: trigger.new) {
String srId = shift.ServiceResourceId;
// if shift has no ServiceResource, then no need to share shift
if (srId == null) {
continue;
}
ServiceResource sr = [Select Id, RelatedRecordId from ServiceResource Where Id=:srId];
String userId = sr.RelatedRecordId;
// if the user is owner, no need to create share row
if (userId == shift.OwnerId) {
continue;
}
// create a ShiftShare row
ShiftShare shiftShare = new ShiftShare (
ParentId=shift.Id, // Shift Id
AccessLevel='Edit', // AccessLevel - Read/Edit/All
RowCause='Manual', // RowCause - Manual
UserOrGroupId=userId // Id of the user/group
);
insert shiftShare;
}
}
else if (trigger.isupdate) {
for(Shift shift: trigger.new) {
Shift oldShift = trigger.oldMap.get(shift.Id);
String prevSrId = oldShift.ServiceResourceId;
String newSrId = shift.ServiceResourceId;
// if service resource is changed
if (prevSrId != newSrId) {
// if previous Service Resource was present, remove the share row for that
if (prevSrId != null) {
ServiceResource prevSr = [Select Id, RelatedRecordId from ServiceResource Where Id=:prevSrId];
String prevUserId = prevSr.RelatedRecordId;
// delete ShiftShare
List<ShiftShare> shiftShare = [Select Id from ShiftShare Where ParentId=:shift.Id and UserOrGroupId=:prevUserId];
if (shiftShare.size() > 0)
delete shiftShare;
}
// if Service Resource is updated, then create a share row
if(newSrId != null) {
ServiceResource newSr = [Select Id, RelatedRecordId from ServiceResource Where Id=:newSrId];
String userId = newSr.RelatedRecordId;
// if the user is owner, no need to create share row
if (userId == shift.OwnerId) {
continue;
}
// create a ShiftShare row
ShiftShare shiftShare = new ShiftShare (
ParentId=shift.Id, // Shift Id
AccessLevel='Edit', // AccessLevel - Read/Edit/All
RowCause='Manual', // RowCause - Manual
UserOrGroupId=userId // Id of the user/group
);
insert shiftShare;
}
}
}
}
}

Enable the Resource Appointment Sharing Setting

To make sure that service resources can access their appointments, enable Resource Appointment Sharing in Salesforce Scheduler Settings.

Note Users who are above assigned service resources in the hierarchy automatically get access to service appointments of users who are below them in the hierarchy.

If any appointments are created before you enable the setting, manually share those appointments with the respective service resources.

To share records with client customer care agents, create a role in Salesforce for client customer care agents. Then, create criteria-based sharing for each object to share all the records with the internal role.

Let’s look at examples of how to share work type groups and shifts with all the client customer care agents. Before you create sharing rules, create a role called Dream Horse CCA and assign the role to all client customer care agents.

Create sharing rules to share all the active work type groups with the Dream Horse CCA role.

Similarly, create sharing rules to share all shift records with the Dream Horse CCA role.