Enforce security requirements and prevent users from inadvertently modifying
case data by controlling access to attachments in a case. By applying security polices to case
content, you ensure that users only interact with attachments that are appropriate for their
role in a business process.
Consider a scenario in which a loan applicant provides
a set of documents that includes an ID scan, proof of income, and a financial history with
previous loans. After you restrict user actions for attachments, only the customer service
representatives (CSRs) who work on loan requests can view the content attached to the case,
instead of users with other roles in your application. Additionally, you can specify that only a
manager can view the customer's financial history. To ensure that users always have access to
all the documents required for a case resolution, you can also prevent users from deleting any
of the attachments.
You secure case attachments by first categorizing attachments
and then defining what actions users can perform on each category. For example, you can allow
users to edit documents to ensure that the case includes all relevant and up-to-date
- Categorizing case attachments
To facilitate a more efficient resolution of your business goals, ensure that users have relevant data during case processing by selecting attachments categories that a case type supports. When you categorize attachments, you define business classifications to provide access control policies that are specific to each attachment category.
- Restricting user actions for case attachments
Improve case security by ensuring that users can interact with content that is appropriate for their role only. When you define conditions or privileges in an attachment category, you control which actions a user can take on a case attachment.