ADM-201 Question #168: Real Exam Question with Answer & Explanation

Question

Universal Containers uses a Private data access model for Cases. Support agents own cases and occasionally product specialists need access to cases in their product line. Which two actions will result in the needed access? Choose 2 answers

Options

• ACase owners configure pre -defined case teams.
• BA case escalation rule assigns ownership to product specialists.
• CAdministrators configure pre -defined case teams and assignment rules.
• DCase owners manually add product specialists to ad hoc case teams.

Explanation

To grant product specialists access to cases in a Private sharing model, administrators can pre-configure case teams for specific product lines, and case owners can also manually add product specialists to ad-hoc case teams as needed.

Common mistakes.

• A. While case owners can use pre-defined case teams, the configuration of the pre-defined teams themselves (i.e., defining the team and its members with their access levels) is typically an administrator's task, not the owner's.
• B. A case escalation rule assigns ownership based on specific criteria and time, which changes the owner and doesn't grant read-only or collaborative access to specialists without changing ownership.

Concept tested. Case teams for private sharing model

Reference. https://help.salesforce.com/s/articleView?id=sf.case_teams_overview.htm&type=5

No community discussion yet for this question.