Your sharing model for cases determines the access your users have to cases that other users own. Review the options before choosing a sharing model that fits your needs.
Required Editions
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First, decide how much to limit access to cases. For example, do you want users to be able to view or update cases that they don't own? Choose one of these sharing models.
- Public Read/Write/Transfer: Users can view, edit, and transfer ownership of any record.
- Public Read/Write: Users can view and edit any record, regardless of owner, but can't change the owner of a record.
- Public Read Only: Users can view any record but only edit ones they own.
- Private: Only case owners, their managers, and administrators can view and edit their cases.
Be aware of how your sharing model affects your case queues. For example, in a Private sharing model, only queue members and their direct reports can view or take ownership of cases owned by a queue. In a Public Read/Write or Public Read Only sharing model, all users can view records owned by a queue but only queue members can take ownership of them.
- From Setup, enter Sharing Settings in the Quick Find box, then select Sharing Settings.
- Click Edit next to Organization-Wide Defaults.
- Choose a sharing model for Default Internal Access for the Case object.
- Save your changes.