Dell customer is only seeing cases and products for the "RSA" account name in the Case Management portal
RSA Product Set: RSA Link (community.rsa.com) RSA Product/Service Type: Case Management (community.rsa.com/cases) Platform: Salesforce
I am a Dell employee who is a member of the Dell Cybersecurity team (and therefore an RSA customer) but I am only able to view cases, products and entitlements (i.e. maintenance contracts) for the RSA account name within the Case Management portal. I need to be able to view the cases, products and other information for my team at Dell.
This situation occurs because all users that register for RSA Link using an email address with the @dell.com, @rsa.com or @emc.com email domain are identified as employees. This means that they will be associated with a placeholder "RSA" account in order to be granted access to the Case Management portal.
While this is optimal for most Dell Technologies employees, it prevents those Dell employees who are RSA customers from seeing their team's information in the portal by default.