CRT-101 · Question #46
Cloud Kicks has a Customer success agent going on leave and needs to change ownership on multiple cases. Which two users are able to fulfill this request? Choose 2 answers
The correct answer is C. A user with the System Administrator profile. D. A user with the Manage Cases Permission. Changing ownership on multiple cases requires either the System Administrator profile or the Manage Cases permission, which grants mass-edit capabilities on case records.
Question
Cloud Kicks has a Customer success agent going on leave and needs to change ownership on multiple cases. Which two users are able to fulfill this request? Choose 2 answers
Options
- AA user with Read Permission on account.
- BA user with manager role above the agent.
- CA user with the System Administrator profile.
- DA user with the Manage Cases Permission
How the community answered
(34 responses)- A12% (4)
- B3% (1)
- C85% (29)
Why each option
Changing ownership on multiple cases requires either the System Administrator profile or the Manage Cases permission, which grants mass-edit capabilities on case records.
Read permission on Account grants visibility into account records only and does not confer any edit or ownership-transfer rights on related Case records.
A manager role in the role hierarchy grants record visibility through sharing but does not automatically grant edit or ownership-change rights on a subordinate's case records.
Users with the System Administrator profile have full object permissions across all records in the org, including the ability to mass-transfer case ownership regardless of current ownership or role.
The Manage Cases permission grants users elevated access to case records including the ability to edit and mass-transfer cases owned by other users, even without full administrative rights.
Concept tested: Case ownership transfer permissions and profiles
Source: https://help.salesforce.com/s/articleView?id=sf.cases_transfer.htm
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