Universal containers have recently implemented a customer community to allow its customers to create and update their cases online. Including cases created by the support team on their behalf over the phone.
1. A sharing rule to ensure record access is granted based on the customer community user role hierarchy.
2. An organization-wide default of public read-write on the case object.
3. A sharing rule to ensure record access is granted based on criteria of the case.
4. A sharing is set to grant the customer community user access to the records associated with their contact record.