How can support agents grant customers access to cases they create on behalf of them?

When support agents create cases on behalf of customers, they can grant access to those customers through a Sharing Set. A Sharing Set is a mechanism in Salesforce that allows you to grant sharing access to records based on the relationship between users and records.

In the context of cases, when a support agent files a case for a customer, the Sharing Set allows the system to automatically provide access to the related cases for the customer. This ensures that customers can view their cases, track their status, and engage with support effectively.

This method is particularly beneficial in a scenario where you want to grant access based on the user's role or relationship with a record without having to manually manage permissions for each individual case. By using Sharing Sets, companies can enhance customer experience and ensure that clients are always informed about their support tickets.