Enabling the My Cases Permission on a Profile grants access to viewing, creating, or editing support cases through an integration with ticketing systems such as Salesforce Service Cloud or Zendesk.

If you receive an unknown error or spinning wheel, the issue may be linked to the customer's CRM ID.

It's important to note that PeakCommerce does not retain CRM IDs within its database. Instead, the My Cases feature retrieves CRM IDs from the Zuora account. Therefore, it is imperative that a genuine account exists in both Salesforce (SFDC) and Zuora, with the CRM ID associated with the specific user in Zuora.

Furthermore, it's worth mentioning that an Account Executive user will only have visibility into customers' cases, not their own. This is because they lack their own Zuora account number linked to their user account.