What options can be customized for field admins in Service Cloud?
Service Cloud allows some options to be customized for the Field Admin role including user type, case routing, and notifications. However, these options are not currently visible to Field Admins.
This lesson shows what customization options in each area look like when they are enabled in Service Cloud. If you are interested in enabling an option or have additional questions, please contact your Customer Success Manager (CSM) or submit a Service Cloud help request.
User Type Options
User type options define specific options for users within a Service Cloud account. Learn more about Service Cloud case roles.
The Active option designates the Field Admin has access to the Field Admin Interface.
Dedicated Field Admin
Exempt From Routing
Case Routing Options
Case routing options can be adjusted to determine how cases are routed to Field Admins.
Always Escalate FA Cases
The Case Routing option can be set to Default  or Single Canvas by Sub-Account .
The Default option assigns all non–tier 1 cases according to the Multiple Field Admin Assignment selection. At least one active Field Admin must be associated with the account.
The Single Canvas by Sub-Account option is for Canvas instances with multiple support teams. This option requires at least one active Field Admin per support team and Support Settings records for every Canvas sub-account.
Note: The Single Canvas by Sub-Account option is not available for all accounts. Contact your CSM for more information on availability for your institution.
Language for Support
Multiple Field Admin Assignment
The notification options define which notifications are sent and who will receive them through a case's life cycle.