Limiting Canned Response visibility using Salesforce sharing rules

By default, all Canned Responses are visible to all users with an E2CP license because the Canned Response object organization sharing default is Public Read/Write. If you would like the limit visibility to Canned Responses on a department-by-department basis, for example, you can change the organization default to Private and set up sharing rules based on criteria or ownership.

  • Oct 23, 2023
  • Knowledge

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https://kb.vicasso.com/?kb=000004767
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The New Comment page respects Sharing on the Canned Response object. Organizations can implement sharing rules and change the Canned Response object to an organization default of private.

For example, if you have multiple departments using E2CP and each department should only see Canned Responses related to their department, consider creating new Category on the Canned Response object and using criteria-based sharing rules to grant access to those records.

You can confirm that sharing is set up correctly in your Salesforce configuration by having users navigate the Canned Responses tab to check record visibility. Users will see the same records on the New Comment page that they can see in the standard Salesforce tab.
 
The configuration of sharing rules is standard Salesforce functionality and not supported under E2CP product support.

For more information on configuring sharing in Salesforce, see http://help.salesforce.com/HTViewHelpDoc?id=managing_the_sharing_model.htm
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Limiting Canned Response visibility using Salesforce sharing rules
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Limiting-Canned-Response-visibility-using-Salesforce-sharing-rules