To configure this feature, ensure Configuring Service Center is complete.

Business admin users can create and update Case (case__v) records via the Vault Loader, through an API, or from the Business Admin interface. A related Case Timeline (case_timeline__v) record is automatically generated. If both Account (account__v) and Case Owner (case_owner__v) contain values, the case automatically transitions to the Open state when saved. Service Center reps can view and interact with these cases in the same way as cases created manually in the Service Center console.

When creating or updating cases as a business admin, ensure the case’s Product (product__v) is set to a value assigned to the Service Center rep in My Setup Products. If the product is not assigned to the Service Center rep, the case’s Product (product__v) value does not display to the rep.

Limitations on Creating Case-Related Records as a Business Admin

Records for the following case-related objects are not generated when creating cases as a business admin. Instead, records on these objects are generated by standard user actions after the case is created:

• Conversation (case_conversation__v)
• Case Comment (case_comment__v)
• Note Comment (note_comment__v)
• Microsoft OneNote notes and associated Note Integration (note_integration__v) records
• Microsoft Teams Channels and associated records:
• Collaboration Resource Member (collaboration_resource_member__v)
• Collaboration Space Configuration (collaboration_space_configuration__v)
• Collaboration Space Resource (collaboration_space_resource__v)

For example, Case Comment (case_comment__v) records are created when Service Center reps add comments for the case in Service Center, and Conversation (conversation__v) records are created when reps initiate a Conversation activity for a case. Similarly, Microsoft OneNote notes and Microsoft Teams channels can be added through the Service Center case console after a case is created.