The standard Salesforce "User" model was insufficient for the brokerage’s requirements, necessitating a move to a custom People Object for identity management. However, this shift broke standard Case functionality, which traditionally relies on the User object for ownership, assignment, and notifications. The business required a way to maintain the power of Case Queues and Assignment Rules while ensuring that individual staff members ("Case Managers") could be tracked and notified through automated channel, all while linking incoming requests to the correct agent or assistant's "People" record based on from emails for email-to-case scenarios.

I architected a custom Case Framework that bridges the gap between standard Case objects and the custom People records. I introduced a Case Manager lookup field to the People object to act as the "true owner" for reporting and notification purposes. To ensure data integrity, I implemented validation rules that require only staff accounts be assigned as Case Manager as well as making this a required field. Furthermore, I developed an "Email-to-People" matching logic within the Case Flow, which automatically identifies and stamps the submitting agent’s People record onto the Case, ensuring the support staff has an immediate, 360-degree view of the requester's history.