Use case visibility policies, the recommended approach for new implementations, to
deploy pre-built visibility rules on the Case object directly from the Employee User Settings
card in Setup without creating custom sharing rules or writing code.
Required Editions
When a policy is deployed, a confidential case is visible only to:
- The person who logs the case.
- Members of any queue the case is assigned to.
- Users added to the case team.
- Users who have the HR Case Investigator custom permission.
To deploy a policy, admins create a custom field on the Case object and add the field to
the case record layout. Then, the admin deploys the policy from the HR Confidential Case
Policy card on the Employee User Settings page in Setup. The HR Case Investigator custom
permission is deployed with the policy.
To route confidential cases, the admin also configures a confidential queue and sets up
case assignment rules based on the custom field. Policies are turned off by default until an
admin turns them on.
Confidential case creation is supported in Employee Service Aura sites and in Unified Portal
(LWR) sites. For an Employee Service Aura site, adding the field to the record layout shows
the confidential case control automatically. For a Unified Portal site, add the custom field
to the flow so that the checkbox to lock a confidential case appears.
