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Girish ParwaniGirish Parwani 

When to use Groups and when Roles

We are building a solution using service cloud console which will be used by multiple customers. One org will have data in various objects like accounts, contacts, cases and some custom objects for different customers.

We are working on designing how record level access will be restricted to users belonging to individual customers. We have come to understanding that we will have to share records with users of specific groups or roles.

Using sharing rules and apex sharing, i think records can be shared with both groups and roles in a similar manner. What is the difference between Groups and Roles other than that roles provide hierarchical access ? Which one seems to be better to be used in our scenario ?
Hi Girish,

I think they answer depends on if you want to share that same data amongst the different set of users. For example, will Customer1 and Customer2 need to see the same exact data? If so, a group would be helpful. If Customer1 should only see Customer1 data and Customer2 should only see Customer2 data, then you need to rethink your process. What exactly are you looking to do?

Also, this series is EXTREMELY helpful in "Who Sees What":