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Possible to assign online case form AND external case form?

edited Nov 22, 2019 10:25AM in CRM 2 comments

I want by default for the customer center to use an online case form. However, I want one special customer center role to use an external case form.

It appears that if I setup the online case form in the Support Preferences [External] that regardless whether I assign the special customer center role to a external case form, it still opens the online case form.

Is it possible to have the online case form the default for customer center support cases and still allow a particular role to use an external case form?

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