While at first it sounds like a good idea for agents to be able to edit custom object records - it only makes sense if there are certain restrictions as to what they can edit.
Lets assume orders or transactions are recorded as custom objects - I may want agents to edit relevant fields pertaining to those transactions or orders, for example, a transaction where the customer has no intention of paying, might be marked by an agent as "risky transaction".
I see a lot of potential here - however, there are two main issues with said workflow:
- Editing custom object records, requires additional clicks - you have to open the custom object, click on edit in the top right corner, and then edit those fields.
This could be significantly improved, if the fields pertaining to a custom object, could be toggled on/off through the lookup relationship field. The way I think of it, would be like this:
Ticket A is associated with Transaction custom object through a lookup field on the Ticket
In the settings of the lookup field, there would be an option to toggle, which related fields on the custom object would be displayed.
Now, once a Ticket is related through a lookup field to a transaction, the related custom object fields that have been toggled to display, would show in the Ticket form directly, allowing the Agent to only focus on the relevant properties he needs to see, and only edit these properties, without ever having to leave the Ticket
Another big issue, that I see is that agents can edit ALL fields within a custom object record, even its name/identifier). This is highly irregular and a big issue in terms of data integrity.
The "name" or "identifier" of a transaction object, would be its transaction number - this number should under no circumstances ever be editable by an agent.
