Best practices for new cases & Linking to contacts

Hi Glenn

AFAIK, the Case belongs to an Account ("Rystad energy" account on the screenshot), not to the Primary Contact.

Lemme explain this conclusion.
First, The Primary Contact could be even not that person that submitted the Case - even a person from another company, so if you open the Primary Contact record view, you may not find the case listed on its Case subpanel.

Second, if to employ e.g. Customer Portal , you will see that all Contacts of Account have access to all the Cases of the Account they belong to. While the "primary contact" of the case may even not have access to the case if the Contact belongs to another Account...

I'm trying to say that if to try building Cases-based support service around the Contact entity rather thanAccount, that may require some configuring efforts.

However, specifically regarding the question:
IMHO linking contacts to the case via subpanel would provide more advantages - if to open the contact record view, it is possible to observe all the cases along with the activities of different types - on the corresponding subpanels for the contact record.

In the meantime, if you like the Primary Contact field, it is easy to configure a simple logic hook with a low code tool (Logic Builder) to get both - contact on the subpanel and contact in the Primary Field.

So, the logic hook would perform the following: On the Contact set as Primary Contact, to link it to the Case's via subpanel automatically (and unlink the previous primary contact, if necessary)

Makes sense?

Hi Glenn

AFAIK, the Case belongs to an Account ("Rystad energy" account on the screenshot), not to the Primary Contact.

Lemme explain this conclusion.
First, The Primary Contact could be even not that person that submitted the Case - even a person from another company, so if you open the Primary Contact record view, you may not find the case listed on its Case subpanel.

Second, if to employ e.g. Customer Portal , you will see that all Contacts of Account have access to all the Cases of the Account they belong to. While the "primary contact" of the case may even not have access to the case if the Contact belongs to another Account...

I'm trying to say that if to try building Cases-based support service around the Contact entity rather thanAccount, that may require some configuring efforts.

However, specifically regarding the question:
IMHO linking contacts to the case via subpanel would provide more advantages - if to open the contact record view, it is possible to observe all the cases along with the activities of different types - on the corresponding subpanels for the contact record.

In the meantime, if you like the Primary Contact field, it is easy to configure a simple logic hook with a low code tool (Logic Builder) to get both - contact on the subpanel and contact in the Primary Field.

So, the logic hook would perform the following: On the Contact set as Primary Contact, to link it to the Case's via subpanel automatically (and unlink the previous primary contact, if necessary)

Makes sense?