Access limitations for external location agents

Explore the limitations that an external location agent faces when using various platform modules during case resolution. You can use this topic to get a comprehensive overview of the modules that are supported and unsupported with the external location agent persona.

Supported and unsupported modules

List of modules and submodules under the customer service platform that are supported and unsupported:

Other notable limitations:

• The Launch Interactive Analysis option in the Case list form context menu isn’t functional.
• Related cases can’t be accessed from the related search results on the Case.

However, with an external business location as a fulfiller, the external location agents can:

• Access Service Model Foundation data, such as internal business location, external business location, service organization members, and responsibilities, on the platform.
• Access customer foundation data, including accounts, contacts, sold products, and install base items on the platform.
• Access the case form on the platform.
• Self-assign and start working on a case.
• View related search results.
• Add comments or work notes.
• View the activity stream, work notes, and case timelines.
• Add resolution notes, propose a solution, and close the case.
• Create and update case tasks.
• View service definitions.