1️⃣ Project Overview
Goal:
Design a secure, role-based service workflow for a property operations company using Salesforce, ensuring users only see and act on records relevant to their role.
Initial Scope:
- Create users for different roles
- Restrict Case visibility using Private OWD
- Test ownership and access
Outcome:
A more robust solution involving custom objects, permission sets, custom permissions, and role-specific Lightning apps.
While Cases were appropriate for tracking customer issues, assigning operational field work directly to Cases introduced unnecessary data access and licensing complexity. To better align with Platform user constraints and real-world operations, a dedicated Service Task object was introduced to represent field execution separately from customer records.
Designing a license-aware access model under Salesforce Platform constraints
In my Developer Org, non-admin users were assigned Salesforce Platform licenses. While Platform users can access Cases, assigning operational ownership directly to Cases introduced unnecessary access to related customer records and additional permission complexity. Rather than expanding access beyond what was appropriate, I redesigned the solution so Cases remained owned by full-license users, while operational work was handled via a custom object accessible to Platform users.
Due to Salesforce Platform licensing limitations, I designed a custom Service Task object to represent operational work, linked it to Cases conceptually, and applied role-based access using permission sets and private sharing.
Wrapping Up with Key Insights
⭐ STAR- License-Aware Data Model Design
Situation
Designing a role-based operational workflow under Salesforce Platform licensing constraints.
Task
Enable Field Operatives to perform assigned work without granting unnecessary access to customer Case data.
Action
Evaluated Case ownership and related object dependencies, then introduced a custom Service Task object to represent operational execution separately from customer issues.
Result
Delivered a license-compliant, scalable access model that aligned with least-privilege principles and real-world operational workflows.