Ask Search:
Ksenia ChoateKsenia Choate 

When a contact is related to multiple accounts, does this affiliation work with community sharing sets?

We need the ability to allow certain community users (consultants) to submit and edit cases on behalf of their clients (agencies). These consultants will have the Customer Community Login license. Consultants will be contacts/community users, and agencies will be accounts. Some consultants will need to have access to cases of multiple clients, and this is the requirement I am grappling with.

If we relate consultants (contacts) to multiple agencies (accounts), where the main account is the consuting firm they work for, and the rest of the accounts are their clients' companies, then, in theory, the consultants will become contacts on those accounts. We could then create a sharing set that would allow contacts/community users to see all cases on their accounts. 

However, I have a suspicion this won't work, since the relationship between consultants (contacts) and their multiple agencies (accounts) will be indirect. Something tells me it's only when the relationship is direct that the sharing set would work. Can anyone confirm or refute this suspicion? If I am correct, and it won't work, is there a solution to this requirement (besides creating multiple consultant contact records, one for each of their clients' accounts)?

Thank you in advance!!

Best Answer chosen by Ksenia Choate
Jeff MayJeff May
No. The Contact still has a "primary Account" in the AccountID field that is used to establish record access.

All Answers

Jeff MayJeff May
No. The Contact still has a "primary Account" in the AccountID field that is used to establish record access.
This was selected as the best answer
Ksenia ChoateKsenia Choate
Jeff, thank you for your quick response! Wouldn't that mean that if I created the sharing set where community user's account = contact's account, it will give consultants access only to cases related to their consultacy (the primary account), but not to cases of any of their clients (non-primary accounts)?
Jeff MayJeff May
That is correct.
Ksenia ChoateKsenia Choate
Thank you for confirming, Jeff!
Patrick FlintPatrick Flint
Jeff,

Is there a solution for this?  We have similar needs.  I hate believing that a new feature such as Related Contacts would not have had Communities access as an inherent requirement. 

Ksenia, how have you worked around this feature gap?

Thanks.
Ksenia ChoateKsenia Choate

Hi Patrick,

I haven't built it out yet, but for now, the plan is to create separate contacts for consultants under the accounts of each of their clients. E.g., Jane Smith is a consultant for both UDOT and UTA. She herself works for Awesome Consultancy. I would create Awesome Consultancy as an account, and Jane will be the contact on that account. Awesome Consultancy will be Jane's primary account. Then I will have two accounts for agencies: one for UDOT, another for UTA . I will create a contact under UDOT's account called Jane Smith - UDOT and another contact under UTA called Jane Smith - UTA. These two will be Jane's secondary accounts. Then I'll use a sharing set to give contacts access to all cases they created on accounts they are under.

Not at all an elegant solution, and we'll be knowingly creating duplicate contacts, but I can't think of a better way out at this point. Please let me know if you figure out something better!

Kris RyanKris Ryan
I have a question about this. If a workflow creates a manual share with the accounts the contact is related to, this would work visibility wise, correct? We did something similar to this before Salesforce came out with the Account/Contact Relationship process.
Jeff MayJeff May
I don't think the manual sharing will update the Sharing Sets (and therefore the Community user's access)
Kris RyanKris Ryan
Thanks for the reply, @Jeff May! However, the community users we have are not high volume users. They may just have to stay private.